Title: Operational performances in manufacturing and service industries: conceptual framework and research agenda

Authors: Alberto Grando, Charles S. Tapiero, Valeria Belvedere

Addresses: SDA Bocconi School of Management, Operations and Technology Management Department, via Bocconi 8, 20136, Milan, Italy. ' Technology and Financial Engineering, Polytechnic University of New York, 6 Metro Tech Center, Brooklyn, New York, 11201, USA. ' SDA Bocconi School of Management, Operations and Technology Management Department, via Bocconi 8, 20136, Milan, Italy

Abstract: This paper deals with measurement practices and expertises in both manufacturing and service industries. It states that the issue of |what to measure| still needs further research and discussion, even though there is a general acceptance that the key operational performances of a production system are quality, time, cost and flexibility. Borrowing control system|s design principles outlined by the accounting and by the control theory literatures, the paper proposes a conceptual framework suitable to classify manufacturing and services industries; then, it presents a review of the main contributions on performance measurement practices peculiar of each typology. Finally, it argues that a gap between measurement expertises and control requirements can be observed in some industries. On the basis of such evidence, we propose a research agenda for performance measurement in manufacturing and service industries.

Keywords: operational performance; manufacturing industry; service industries; performance measurement; control systems; services.

DOI: 10.1504/IJBPM.2007.011858

International Journal of Business Performance Management, 2007 Vol.9 No.2, pp.110 - 126

Published online: 28 Dec 2006 *

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