Title: Performance measurement approach to show the value for the customer in an industrial service network

Authors: Juhani Ukko; Sanna Pekkola; Minna Saunila; Tero Rantala

Addresses: School of Business and Management, Lappeenranta University of Technology, Saimaankatu 11, FI-15140 Lahti, Finland ' School of Business and Management, Lappeenranta University of Technology, Saimaankatu 11, FI-15140 Lahti, Finland ' School of Business and Management, Lappeenranta University of Technology, Saimaankatu 11, FI-15140 Lahti, Finland ' School of Business and Management, Lappeenranta University of Technology, Saimaankatu 11, FI-15140 Lahti, Finland

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.

Keywords: performance measurement systems; PMS design; collaboration; industrial service networks; customer value; conceptual design; process modelling; network design; network performance.

DOI: 10.1504/IJBPM.2015.068726

International Journal of Business Performance Management, 2015 Vol.16 No.2/3, pp.214 - 229

Received: 20 May 2014
Accepted: 15 Nov 2014
Published online: 10 Apr 2015 *

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