ISSUES IN PERFORMANCE MEASUREMENT SYSTEMS
As efforts to develop theoretical frameworks for strategically driven and integrated performance measures have increased over recent years, performance measurement as a field has attracted considerable attention. However, if measurement systems are to facilitate the continual improvement process through monitoring and sound decision making, some issues must be addressed. Santos, Belton, and Howick (2002) point to two key issues that inhibit performance measurement systems from reaching their full potential: problems in the design and implementation of PMSs and problems with the analysis and use of the information produced by the measurements.
Poorly designed measurement systems can gravely compromise ...
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