Performance measurement approach to show the value for the customer in an industrial service network
by Juhani Ukko; Sanna Pekkola; Minna Saunila; Tero Rantala
International Journal of Business Performance Management (IJBPM), Vol. 16, No. 2/3, 2015

Abstract: The need for a performance measurement system for the industrial service network has been presented in a prior study of performance measurement. However, there is no proper procedure for the design of a performance measurement system in the described context. This study presents a conceptual process model for the design of a performance measurement system for the industrial service network on the basis of the relevant literature. The study highlights that the state of the network, services and mutual value elements need to be properly defined before starting the design process for the actual measures. Furthermore, research gaps identified in the framework have been transformed into research questions for further studies.

Online publication date: Fri, 10-Apr-2015

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