Market Driven, Activity Based, Performance Measurement: A Telecommunications Company Example

Joseph Sarkis and Tanya Sammut-Bonnici

PM 2000 - Performance Measurement - Past, Present and Future, Cambridge University, U.K., Forthcoming July, 2000.

Developing performance measurement is a necessary element for the effective management of organizations. Performance measurement has been gaining in importance in both operations and management literature. In this paper an evaluation of the development and implementation of performance measures is presented. Investigation of the process from an actual organizational view-point provides insights into the advantages and disadvantages of a strategic activity-based development framework for performance measurement. General issues and implications for the management of performance measurement development and implementation provide some fundamental guidelines.

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