Title: Productivity measurement in contract-oriented service organizations

Authors: Vincent K. Omachonu, Elda M. Davis, Patricia A. Solo

Addresses: Department of Industrial Engineering, university of Miami, Coral Gables, Florida 33124, USA ' Department of Industrial Engineering, university of Miami, Coral Gables, Florida 33124, USA ' Department of Industrial Engineering, university of Miami, Coral Gables, Florida 33124, USA

Abstract: The measurement of productivity in the service sector remains highly complex and difficult, primarily because output is intangible and often ill-defined. This paper is aimed at the development of a methodology for measuring the productivity of engineering and technical (contract-oriented) organizations. The approach presented has been implemented in a major technical installation company in the Southeast USA. The approach offers technical managers a tested tool for the management of productivity, and can be applied in other contract based organizations such as defence contractors, uitility contractors, building contractors, electrical contractors, etc.

Keywords: productivity measurement; service organisations; contractors; total productivity; output.

DOI: 10.1504/IJTM.1990.025868

International Journal of Technology Management, 1990 Vol.5 No.6, pp.703 - 719

Published online: 25 May 2009 *

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