Performance assessment of functional managers in the high-technology sector
by Ping Lin, Lai C. Liu, Kai S. Koong
International Journal of Services and Standards (IJSS), Vol. 2, No. 1, 2006

Abstract: On the basis of the responses of functional managers in the high-technology sector, this study found there are three major types of measures used for assessing service performance: financial, non-financial and subjective attributes. The types and numbers of items used for evaluating performance are dependent on their rank and area of specialisation. In addition, the assessment weights selected by managers are related to their job function and departmental characteristics. This study confirms while it may be true the performance measures used may be the same, their relevance and importance to the different types of managers are not. It is possible to have common standards for assessing service when the rank and functions are related or are mutually dependent. However, the combination of attributes and their assigned weights should be left flexible enough to maximise acceptance.

Online publication date: Tue, 22-Nov-2005

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