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Organizations often introduce performance measurement systems (PMSs) in order to evaluate the level of their performance, make comparison with competitors, and plan their future activities. Since indicators may affect the behaviour of the monitored system, the design and implementation of a PMS should always include the analysis of the impact it may exert on the organization itself. The aim of this paper is to suggest a methodology to evaluate this impact.

The proposed approach is based on an impact reference model derived from the balanced scorecard (BSC) framework. The different perspectives of the BSC are interpreted as areas of impact within an organization. Structured steps for impact evaluation are described and specific techniques of analysis are introduced.

A series of case studies, together with an analysis of advantages and disadvantages of the proposed method, are presented. Results show that, although many sets of indicators are usually able to meet the role of a PMS, they may exert a different impact on the context they are applied. The proposed methodology results to be a useful instrument for choosing the right set of indicators from the impact point of view. Finally, possible research paths to be undertaken for further developments of the proposed methodology are traced.

The application of the method is based on the assumption that managers charged with the analysis have a profound understanding of the specific contextual factors which may determine a reaction of the organization to a performance indicator or a PMS. Furthermore, at the moment, the methodology does not consider the possibility of interaction among different indicators in producing the impact.

This paper may be used to guide the selection of the most appropriate PMS from the impact point of view. The proposed methodology can be very helpful instrument for an organization involved in the design of new PMSs. It guides the decision maker through the various phases: indicators definition, analysis of their properties, impact analysis, and choice of the set with the preferable impact profile.

The issue of impact has been long debated in literature. Many articles try to analyse the operative and strategic consequences of the introduction of a PMS in an organization. This paper proposes a methodology for a more structured and objective evaluation of the impact of new PMS before introducing it in a firm. This can result in a significant help for manager who have to find the best set of indicators for the performance evaluation of their organization or have to choose between two or more sets of indicator satisfying, in principle, the same representation objective.

The main purpose of this paper is twofold: to present a proposal for a model of educational quality management system within a process approach context for technical universities, and a conceptual model of a performance measurement system (PMS) towards the assessment of the quality level of management, core and support processes.

The paper encompasses two main parts: a theoretical portion and a case study. Within the theoretical background, the authors discuss the issue of educational quality management supported on a process approach perspective as well as performance measurement system in high education (HE). The case study reports the development of the concept of performance measurement system for technical universities.

The proposed system of educational quality management supported on a process approach, together with a conceptual model of the performance measurement system, can be implemented in every technical university. The identification of processes in the education quality management system permitted the development of the PMS. The model covers 32 key performance indicators (KPIs) for management processes, 39 for core processes and 19 for supporting ones.

The proposed performance measurement system is limited in its focus on educational processes and support of these processes. The evaluation of scientific and research activity and aspects related to financial resources is not pursued.

Elaboration of a conceptual model of a performance measurement system towards the assessment of the quality level of management, core and support processes is dedicated to technical universities.

The purpose of this paper is to investigate the benefits, obstacles and challenges in implementing the balanced scorecard (BSC) in non‐higher education public schools, more specifically, in a Portuguese school district.

An action research approach was used to develop a BSC, help to implement changes and reflect about the outcomes.

The paper presents the BSC for the school district and discusses five benefits, two obstacles and three challenges that emerged from the study. While some findings are in line with those found in other levels of education, others seem to be context‐specific.

The results refer to a single intervention in Portugal and the methodology used precludes any generalization attempts.

The findings are particularly relevant to the Portuguese context, providing evidence that the BSC can overcome some weaknesses of schools in the area of strategic management, as identified by the literature. They also raise implications for the wider field of the BSC's use in non‐higher education public schools, suggesting reasons why things may go wrong. The results may be of value to practitioners wishing to make the implementation of the BSC more effective.

This paper contributes to the scarce body of literature on the application of the BSC to non‐profit organizations by providing an understanding of its possible benefits, obstacles and challenges in non‐higher education public schools. It shows how the BSC methodology can be adapted to fit the specific requirements of a school district. This is one of the first papers to discuss an application of the BSC to non‐higher education public schools.

The purpose of this paper is to measure individual intellectual capital (IC) of academic staff as well as to test its impact on the employability readiness of future graduates and the reduction of the discrepancy between competencies developed and grades obtained with the help of two indicators, i.e. intellectual capital indicator (ICI) and employability readiness indicator (ERI). While ICI measures the level of a teacher’s competencies to be transmitted in the education process, ERI measures the level of a student’s competencies developed after completing relevant courses.

This is an empirical research carried out in the form of a case study. Regression model is applied to find the influence of ICI on ERI. The minimisation problem is set with relevant constraints to decrease the discrepancy between ERI and traditional grade point average (GPA).

The data were collected at one Kazakh university and from experts from academia and industry by means of documentary analysis, specialised tests and structured interviews. The direct impact of ICI on ERI is confirmed and the optimal level of ICI that permits an effective decrease in the discrepancy between ERI and GPA is identified.

A longitudinal study covering more programmes is necessary to draw conclusions concerning causality. The application of ICI as a university’s management tool is shown.

The novelty of this study lies in providing a consistent and simple approach for calculating a teacher’s IC and its impact on a student’s employability readiness.

Lean distributed manufacturing (LDM) is being considered as an enabler of achieving sustainability and resilience in manufacturing and supply chain operations. The purpose of this paper is to enhance the understanding of how LDM characteristics affect the resilience of manufacturing companies by drawing upon the experience of food manufacturing companies operating in the UK.

The paper develops a conceptual model to analyse the impact of LDM on the operational resilience of food manufacturing companies. A triangulation research methodology (secondary data analysis, field observations and structured interviews) is used in this study. In a first step, LDM enablers and resilience elements are identified from literature. In a second step, empirical evidence is collected from six food sub-sectors aimed at identifying LDM enablers being practised in companies.

The analysis reveals that LDM enablers can improve the resilience capabilities of manufacturing companies at different stages of resilience action cycle, whereas the application status of different LDM enablers varies in food manufacturing companies. The findings include the development of a conceptual model (based on literature) and a relationship matrix between LDM enablers and resilience elements.

The developed relationship matrix is helpful for food manufacturing companies to assess their resilience capability in terms of LDM characteristics and then formulate action plans to incorporate relevant LDM enablers to enhance operational resilience.

Based on the literature review, no studies exist that investigate the effects of LDM on factory’s resilience, despite many research studies suggesting distributed manufacturing as an enabler of sustainability and resilience.

The purpose of this paper is to develop a preliminary conceptual scale for the measurement of distributed manufacturing (DM) capacity of manufacturing companies operating in rubber and plastic sectors.

A two-step research methodology is employed. In first step, the dimensions of DM and different levels of each dimension have been defined. In second step, an empirical analysis (cluster analysis) of database firms is performed by collecting the data of 38 firms operating in Italian mould manufacturing sector. Application case studies are then analyzed to show the use of the proposed DM conceptual scale.

A hyperspace, composed of five dimensions of DM, i.e. manufacturing localization; manufacturing technologies; customization and personalization; digitalization; and democratization of design, is developed and a hierarchy is defined by listing the levels of each dimension in an ascending order. Based on this hyperspace, a conceptual scale is proposed to measure the positioning of a generic company in the DM continuum.

The empirical data are collected from Italian mould manufacturing companies operating in rubber and plastic sectors. It cannot be assumed that the industrial sectors in different parts of the world are operating under similar operational, regulatory and economic conditions. The results, therefore, might not be generalized to manufacturing companies operating in different countries (particularly developing countries) under different circumstances.

This is first preliminary scale of its kind to evaluate the positioning of companies with respect to their DM capacity. This scale is helpful for companies to compare their capacity with standard profiles and for decision making to convert the existing manufacturing operations into distributed operations.

The purpose of this paper is to investigate factors influencing contemporary Japanese business environment mainly in the field of strategic management and, therefore, having influence on corporate performance and its measurement in selected manufacturing companies located in Japan in respect to their key business perspectives focused on people, processes and systems, innovations, finance, social responsibility and ecology, and that in relation to ongoing economic crises and a fundamental transformation of mature societies (in particular in USA, Japan and Western Europe).

The research involved assembling key academic and other literature on the subject of trends in strategic management and performance measurement in Japan as well as semi-structured interviews with managers within manufacturing companies located in Japan that deal with performance measurement, finance, strategic management, etc. and a review of various internal management reports.

The research has been useful in identifying companies that respond to current changes and trends the fastest and the most effective.

Among the limitations of the conclusions belongs rather a small sample of companies involved in the research. Moreover, the respondents may have seen their own company more favourably than an objective outsider would have done.

This paper shares insights on current trends influencing Japanese business environment and how these trends are implemented, used and updated in a selected sample of companies located in Japan.

The purpose of this paper is to discuss the application of a method for combining multiple criteria based on the transformation of numerical evaluations into probabilities of preference. It is applied to compare failure risks and to measure efficiency in the retail trade sector.

The main conceptual aspect of the method employed is taking into account uncertainty. Its other important feature is allowing for the combination of evaluations in terms of joint probabilities. This avoids the need of assigning weights to the criteria. In the context of failure modes and effects analysis (FMEA) it provides a probabilistic derivation for priority scores. An application of FMEA to the sector of services is discussed. Another area of application investigated is the assessment of efficiency.

Details of the application of the probabilistic composition in the evaluation of modes of failure and in the comparison of operational efficiencies of retail stores are evidenced.

The study is limited to the retail market. Other factors might be considered in the reliability analysis and other inputs and outputs might be added to the productivity evaluation. The extension of the study to other cases and sectors is straightforward.

Features of the evaluation of modes of failure and of productivity in the retail sector are revealed.

The main contribution of this paper is showing how to use a probabilistic framework to measure efficiency in services management.

The purpose of this paper is to provide a method for analysing and improving the operational performance of business processes (BPs).

The method employs two standards, Business Process Modelling Notation (BPMN 2.0) and Business Processes Simulation (BPSim 1.0), to measure key performance indicators (KPIs) of BPs and test for potential improvements. The BP is first modelled in BPMN 2.0. Operational performance can then be measured using BPSim 1.0. The process simulation also enables execution of reliable “what-if” analysis, allowing improvements of the actual processes under study. To confirm the validity of the method the authors provide an application to the healthcare domain, in which the authors conduct several simulation experiments. The case study examines a standardised patient arrival and treatment process in an orthopaedic-emergency room of a public hospital.

The method permits detection of process criticalities, as well as identifying the best corrective actions by means of the “what-if” analysis. The paper discusses both management and research implications of the method.

The study responds to current calls for holistic and sustainable approaches to business process management (BPM). It provides step-by-step process modelling and simulation that serve as a “virtual laboratory” to test potential improvements and verify their impact on operational performance, without the risk of error that would be involved in ex-novo simulation programming.

The purpose of this paper is to design a model to improve drinking water management in Iztapalapa, Mexico City from the perspective of managers and users of the service.

The research question was what elements should an integrated drinking water management model contain to improve drinking water management in Iztapalapa, Mexico City? The research design involved a mixed approach under document analysis, application of semi -structured interviews to four managers of drinking water and measuring perceived service quality and user satisfaction in 360 service users. It included concurrent validity and confirmatory factor analysis.

The integral drinking water management model is a multidimensional factorially confirmed construct, qualitatively conformed by nine management dimensions, four of perceived quality and three of service satisfaction from home users.

The study fills the gap of little research on drinking water from the perspective of managers and users of the service in a valid and reliable way in Iztapalapa, Mexico City, as no similar research has proposed an integral drinking water management model with the variables used in this research. The model can be applied by following the recommendations to improve water management, which contemplates Mexico’s levels of government to reform the regulations that fragments the management, and taking the budget into profitable activities that support the infrastructure and new water harvesting projects.