search query: @keyword performance measurement / total: 75
reference: 12 / 75
« previous | next »
Author:Baryshnikova, Daria
Title:Performance measurement in industrial service operations: customer and internal key performance indicators (KPIs)
Publication type:Master's thesis
Publication year:2011
Pages:113      Language:   eng
Department/School:Tuotantotalouden laitos
Main subject:Teollisuustalous   (TU-22)
Supervisor:Holmström, Jan
Instructor:Härkönen, Tuomo ; Rekinen, Tero
OEVS:
Electronic archive copy is available via Aalto Thesis Database.
Instructions

Reading digital theses in the closed network of the Aalto University Harald Herlin Learning Centre

In the closed network of Learning Centre you can read digital and digitized theses not available in the open network.

The Learning Centre contact details and opening hours: https://learningcentre.aalto.fi/en/harald-herlin-learning-centre/

You can read theses on the Learning Centre customer computers, which are available on all floors.

Logging on to the customer computers

  • Aalto University staff members log on to the customer computer using the Aalto username and password.
  • Other customers log on using a shared username and password.

Opening a thesis

  • On the desktop of the customer computers, you will find an icon titled:

    Aalto Thesis Database

  • Click on the icon to search for and open the thesis you are looking for from Aaltodoc database. You can find the thesis file by clicking the link on the OEV or OEVS field.

Reading the thesis

  • You can either print the thesis or read it on the customer computer screen.
  • You cannot save the thesis file on a flash drive or email it.
  • You cannot copy text or images from the file.
  • You cannot edit the file.

Printing the thesis

  • You can print the thesis for your personal study or research use.
  • Aalto University students and staff members may print black-and-white prints on the PrintingPoint devices when using the computer with personal Aalto username and password. Color printing is possible using the printer u90203-psc3, which is located near the customer service. Color printing is subject to a charge to Aalto University students and staff members.
  • Other customers can use the printer u90203-psc3. All printing is subject to a charge to non-University members.
Location:P1 Ark Aalto  7745   | Archive
Keywords:service performance management
performance measurement
service KPls
Abstract (eng): Performance measurement is a cornerstone of the effective management of any business.
Clearly-defined KPIs that reflect an organization's strategic goals facilitate identification of performance gaps between current and desired performance levels and form a basis for corrective and preventive management action that is instrumental for ongoing business development.
Performance measures are also an effective way to demonstrate to the customers the value of the service.
Current research on the topic however is lacking in performance measurement approaches that combine internal and customer perspectives.
Other gaps identified in this study include strategically important aspects most of the frameworks often miss, such as safety, environment, and customer satisfaction.
Also, the frameworks often only evaluate service performance from a financial perspective.
This thesis contributes to the body of knowledge by mean of a case study of a large OEM and industrial services company.

The study consists of theoretical and empirical parts.
In the literature study, service performance measurement's role and challenges are presented as well as basic performance measurement frameworks and service KPIs.
Potential influences of a context on performance measurement are reviewed as well.

The empirical part of the study consists of case studies and proposed performance measurement solution.
The main contributions of this study are.

- Multidimensional field service performance measurement framework that facilitates service performance management by linking organization's strategic objectives and KPIs.
The five service performance dimensions are: service process performance, service results, safety and environment, employee and customer satisfaction, and growth, learning and improvement.

- KPIs to capture performance within each of the identified dimensions.

The proposed solution is evaluated and discussed in terms of its potential to facilitate performance management at the case company and ability to demonstrate to a customer the value delivered.
ED:2012-01-27
INSSI record number: 43863
+ add basket
« previous | next »
INSSI