Aligning Organizational And Operations Performance: A Process-Based Approach

Keywords

Critical success factors; Enterprise engineering guidelines; Performance measurement; Service operations

Abstract

Organizational models of production systems that focus on services and servitization are experiencing an increase in an application. These models emphasize the value proposition for the customer and a better understanding of the value creation process. Additionally, the emergence of new technologies such as those associated with Industry 4.0 also requires well-structured and results-oriented processes. In this perspective, although there are several tools for measuring both operations and organizational performance, the literature still lacks tools that integrate and align these two perspectives, accounting for activities at the operational level that reflect objectives at the strategic level, and vice-versa. Therefore, a procedure for aligning process performance (operations' performance) and strategic performance (organizational performance) in a service context is proposed. This procedure is based on three main components identified through a literature review: (1) guidelines associated with enterprise engineering that focus on processes, developed by Deschamps (2013); (2) a set of critical success factors for implementation of performance measurement systems that focus on organizational performance, developed by Keathley (2016); and (3) ten determinants of service quality, proposed by Parasuraman (1985). The alignment procedure is presented as being mediated by Parasuraman's model, relating enterprise engineering guidelines and critical success factors.

Publication Date

1-1-2018

Publication Title

IISE Annual Conference and Expo 2018

Number of Pages

1055-1060

Document Type

Article; Proceedings Paper

Personal Identifier

scopus

Socpus ID

85054006734 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85054006734

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