Showing papers in "International Journal of Quality & Reliability Management in 2002"
TL;DR: This paper will focus on identifying those characteristics that are perceived by customers as a necessity in achieving customer satisfaction in a virtual operation.
Abstract: The aim of this paper is to identify the features or dimensions that customers use to assess the quality of a virtual service or operation. It will focus on identifying those characteristics that are perceived by customers as a necessity in achieving customer satisfaction in a virtual operation.
625 citations
TL;DR: In this article, a literature review was conducted to investigate the state of total quality management by examining and listing various TQM factors identified based on survey studies conducted in different countries and published in a variety of journals over the past decade.
Abstract: There has been a plethora of published research related to total quality management (TQM) in the last few decades. However, very few studies focused on cataloging critical factors of TQM. One of the objectives of this literature review was to investigate the state of TQM by examining and listing various TQM factors identified based on survey studies conducted in different countries and published in a variety of journals over the past decade. An examination of 76 survey studies that used an integrated approach to TQM showed that the TQM factors could be grouped under 25 categories. An analysis of the 347 survey based research articles published between 1989 and 2000 using these 25 factors as a framework revealed the most frequently covered TQM factors in the literature. Another goal of the paper was to analyse the objectives of these articles by year and type of journal they were published in to determine the trends in TQM survey based studies and recommend future direction for research. The analysis showed that the objectives of the 347 studies could be grouped under six categories.
499 citations
TL;DR: In this paper, the authors provide an empirical study on the identification of the critical success factors (CSFs) of total quality management (TQM) implementation in Hong Kong industries.
Abstract: Total quality management (TQM) is an integrative management philosophy aimed at continuously improving the performance of products, processes and services to achieve and exceed customer expectations. This paper provides an empirical study on the identification of the critical success factors (CSFs) of TQM implementation in Hong Kong industries. Through a thorough and detailed analysis of the literature, 11 success factors with 72 elements were identified to develop a questionnaire. These items were empirically tested by data collected from 32 companies in Hong Kong. A factor analysis was carried out that identified seven CSFs with 38 elements of the implementation of TQM. These factors were shown to be reliable and valid and offer new insights into the understanding of TQM success factors in Hong Kong industries.
373 citations
TL;DR: In this article, the authors reveal the true motives behind ISO 9000 certification for 85 large Greek companies and statistically test their relationship with: after-ISO performance and performance improvement in eight basic TQM categories; and the overall benefits gained from certification.
Abstract: This paper tests and proves empirically the dramatic effect that an organisation’s true motives towards ISO 9000 certification may have on its future effectiveness and value to the certified companies. The paper reveals the true motives behind ISO 9000 certification for 85 large Greek companies and statistically tests their relationship with: after‐ISO performance and performance improvement in eight basic TQM categories; and the overall benefits gained from certification. The paper also reveals the real quantitative and qualitative “results” that these companies had from the standards implementation, addressing one main deficiency of the standards, which is the absence of requirements related to real “results” in the organisations. Finally, factor analysis is applied in both certification motives and benefits, revealing the main factors/categories of both, and their in‐between relationship.
318 citations
TL;DR: The mission of the College of Business is to provide a high quality, student-oriented, educational experience to baccalaureate and master's degree business students primarily from the Northwest Florida region as discussed by the authors.
Abstract: Mission Statement The mission of the College of Business is to provide a high quality, student-oriented, educational experience to baccalaureate and master’s degree business students primarily from the Northwest Florida region. With a focused priority on teaching excellence, supported by scholarship and service, the College of Business prepares students for success in business and society and contributes to the advancement of the educational and economic development of Northwest Florida.
311 citations
TL;DR: In this paper, the authors found that the nature of the company (manufacturing or service) does not seem to have a significant effect on the rigor of quality management implementation and level of quality performance.
Abstract: Total quality management (TQM) is widely accepted as a means of obtaining and sustaining competitive edge. This study finds support for the proposition that TQM implementation correlates with quality performance. Behavioral factors (role of top management leadership, customer focus, human resource focus, and quality focus) as well as TQM tools and techniques (corporate planning, process focus, and information and analysis) contribute to the successful implementation of TQM. Also, the study finds that the size of the company (big or small), the company’s adoption of TQM, and the duration of a company’s experience with TQM affect the rigor of implementation and the resulting level of quality performance. However, the nature of the company (manufacturing or service) does not seem to have a significant effect on the rigor of quality management implementation and level of quality performance.
301 citations
TL;DR: In this paper, the authors examined the attributes which influence customers' decisions to return to a restaurant for another meal and found that quality of food was the most important attribute, followed by quality of service, cost/value of the meal, and place/ambience of the restaurant.
Abstract: This paper examines the attributes which influence customers’ decisions to return to a restaurant for another meal. The restaurant sector is one of the fastest growing sectors within the context of the Spanish economy and looks likely to continue its development into the future. The implementation of Total Quality (TQ) systems in the tourist industry is still a recent phenomenon in Spain. Hence the importance of the client’s satisfaction, resulting in the acquisition of an optimum quality level: i.e. cooking is culture and it has to be culturally adapted and promoted. The survey reported in this paper on the customers of Spanish restaurants has gathered the perception of quality according to a Likert scale from zero to ten. Male customers did not rate the attributes differently from female customers. Quality of food was rated as the most important attribute, followed by quality of service, cost/value of the meal, and place/ambience of the restaurant.
266 citations
TL;DR: In this article, the authors used a longitudinal methodology to compare the performance of certified and non-certified companies and found that although the certified companies' performance was superior to that of the non -certified firms, there was no evidence of improved performance after registration in the 400 certified firms studied.
Abstract: Although there is a plethora of research articles that study ISO 9000 quality management systems and their association with business success, there is little empirical research that can attribute causality to certification. Contributes to the question of causality, through a comparison against a control group of the actual sales and profitability of 400 certified companies pre and post registration. Using a longitudinal methodology finds that, although the performance of certified companies is superior to that of 400 non‐certified firms, there is no evidence of improved performance after registration in the 400 certified firms studied. Concludes, from these findings, that the superior performance of certified firms is due to firms with superior performance having a greater propensity to pursue ISO 9000 registration. Illustrates the potential dangers in inferring that ISO 9000 certification leads to superior business performance. Additionally the findings should give pause for thought for decision‐makers. Certification is a major investment yet the findings show that inflated expectations of performance improvement after ISO 9000 accreditation may be unfounded.
259 citations
TL;DR: In this article, the focus of the research described in this paper was to identify the key quality factors in web site design and use from the factors identified, a conceptual model has been developed to assess how a web site can deliver what its users expect.
Abstract: The focus of the research described in this paper was to identify the key quality factors in Web site design and use From the factors identified, a conceptual model has been developed to assess how a Web site can deliver what its users expect The model is based on: ease of use, customer confidence, on‐line resources, and relationship services These facts have been validated in an assessment of a range of Web sites The model comprises a useful measurement tool which designers can use to suffice the quality of their Web sites
241 citations
TL;DR: In this paper, an alternative way of applying failure mode and effects analysis (FMEA) to a wide variety of problems is described, based on a decision system supported by qualitative rules which provides a ranking of the risks of potential causes of production system failures.
Abstract: This study describes an alternative way of applying failure mode and effects analysis (FMEA) to a wide variety of problems. It presents a methodology based on a decision system supported by qualitative rules which provides a ranking of the risks of potential causes of production system failures. By providing an illustrative example, it highlights the advantages of this flexible system over the traditional FMEA model. Finally, a fuzzy decision model is proposed, which improves the initial decision system by introducing the element of uncertainty.
173 citations
TL;DR: In this paper, the authors investigated the impact of quality management practices on plant competitiveness and the moderating effect of an employee selection process on the relationship between QM practices and plant competitiveness.
Abstract: Management literature discusses that the behavioral traits of employees can play an important role in the success of total quality management (TQM). However, little empirical research exists in this regard. Using an international dataset, the present study investigates: the impact of quality management practices on plant competitiveness; and the moderating effect of an employee selection process on the relationship between quality management practices and plant competitiveness. Results show that quality management practices positively impact plant competitiveness. Furthermore, the behavioral traits of employees seem to have a significant impact on the effectiveness of quality management practices. This implies that managers should pay close attention to prospective employees’ behavioral traits and their fit with the TQM philosophy. Managers should not limit their attention to potential employees’ technical skills.
TL;DR: In this paper, the authors present the results of an exploratory study carried out on a sample of certified companies that operate in Spain, with the aim of obtaining empirical evidence on the benefits of the implantation of standardised quality systems.
Abstract: The purpose of this paper is to present the results of an exploratory study carried out on a sample of certified companies that operate in Spain, with the aim of obtaining empirical evidence on the benefits of the implantation of standardised quality systems. This study delves into the theoretical implications of a growing field of research that attempts to combine total quality management, its synergy with market orientation and the certification’s consequences. The empirical evidence obtained enables us to affirm that the benefits attained by companies as a result of ISO certification are basically linked to an improvement in internal efficiency. This points to the need for evolution towards more complex systems where total quality management may find its place together with the market orientation philosophy.
TL;DR: Survey results from a national sample of quality managers are examined to examine the relationship between how a firm defines quality and what product quality dimensions it considers important to its competitive strategy.
Abstract: Uses survey results from a national sample of quality managers to examine the relationship between how a firm defines quality and what product quality dimensions it considers important to its competitive strategy. Garvin proposed a well‐known framework for thinking about product quality based on eight dimensions: performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. Alternative definitions of quality have evolved from five different approaches: transcendent, product‐based, user‐based, manufacturing‐based, and value‐based. Of the five approaches to defining quality, the manufacturing firms in our sample subscribed most often to the user‐based definition. Using regression analysis within a factor analytic framework, some empirical support was found for hypothesized linkages between the product quality dimensions and the alternative definitions of quality. Specifically, the user‐based definition was related significantly to aesthetics and perceived quality, the manufacturing‐based definition to conformance, and the product‐based definition to performance and features.
TL;DR: In this article, the authors present a review of the literature concerning the difficulties regarding total quality management (TQM) implementation and present a description of the UMIST • TQM implementation framework.
Abstract: With ever‐increasing competition in today’s business environment, organizations are seeking every opportunity to improve their business results. Attaining continuous performance improvement and business excellence is the common goal that ties with the concepts of total quality management (TQM). This paper presents a review of the literature concerning the difficulties regarding TQM implementation. It is followed by a description of the UMIST‐TQM implementation framework. Further primary research has attempted to identify unique difficulties, which may exist in Chinese organizations with respect to TQM implementation and adoption of the UMIST framework. A case study approach of six Chinese companies was used to validate the framework to establish the current state of TQM implementation and achievements over a 12‐month period. The main findings conclude that while TQM can help organizations to achieve improvements, this is often delayed due to the lack of attention to cultural implications and systems. The paper proposes that the UMIST framework can enable Chinese organizations to select an appropriate starting point for their TQM efforts, and develop an improvement process at a pace suitable to their business environment.
TL;DR: In this article, the EFQM excellence model is used for self-assessment in real-life situations and the authors discuss the complete process of selfassessment and how organisations use the model in real life situations.
Abstract: The performance of self‐assessment and the various tools for conducting self‐assessment have been frequently debated in the literature This paper discusses the complete process of self‐assessment and how organisations use the EFQM excellence model in real‐life situations The research, reflected in this paper, comprises experiences from nine large organisations There is no universal method for self‐assessment On the contrary, findings indicate that several approaches to self‐assessment are successful as long as they fit the organisation, are used continuously, and foster participation Organisations sometimes overlook the need to establish structured ways of prioritising actions for improvement, creating possibilities for sharing experiences, collecting feedback, and developing work procedures It is also crucial to understand that self‐assessment has no end in itself as a separate activity We claim that self‐assessment must be considered from a holistic perspective in order to realise its full potential
TL;DR: In this article, a review of non-standard applications of statistical process control (SPC) charts is presented, with a focus on the problems to which SPC control chart techniques can be applied.
Abstract: The principal application domain for statistical process control (SPC) charts has been for process control and improvement in manufacturing businesses. However, the number of applications reported in domains outside of conventional production systems has been increasing in recent years. Implementing SPC chart approaches in non‐standard applications gives rise to many potential complications and poses a number of challenges. This paper reviews non‐standard applications of SPC charts reported in the literature from the period 1989 to 2000, inclusive. Non‐standard applications are analysed with respect to application domain, data sources used and control chart techniques employed. Applications are classified into five groups according to the types of problem to which control chart techniques have been applied. For each group the nature of the applications is described and analysed. The review does not show a paradigm shift in the types of SPC control chart applications but does show clearly that the application boundaries extend considerably beyond manufacturing and that the range of problems to which SPC control chart techniques can be applied is much wider than commonly assumed. The paper highlights the critical fundamental and technical issues that need to be addressed when applying SPC chart techniques in a range of non‐standard applications. Wider managerial issues of importance for successful implementations in non‐standard applications of SPC control charts are also discussed.
TL;DR: In this paper, the authors developed a procedure similar to those of Cp, Cpk, and Cpm, for the one-sided capability indices CPU and CPL, which can be used to test whether their processes meet the capability requirement.
Abstract: Process capability indices have been used in the manufacturing industry to provide quantitative measures on process potential and performance. The formulae for these indices are easy to understand and straightforward to apply. But, since sample data must be collected in order to calculate these indices, a great degree of uncertainty may be introduced into capability assessments due to sampling errors. Currently, most practitioners simply look at the value of the index calculated from the sample data and then make a conclusion on whether their processes meet the capability requirement. This approach is not reliable since sampling errors are ignored. Procedures for two‐sided capability indices, Cp, Cpk, and Cpm have been developed to assist practitioners to determine whether their processes meet the capability requirement based on sample information. In this paper, we first obtain unbiased estimators of CPU and CPL. We then develop a procedure similar to those of Cp, Cpk, and Cpm, for the one‐sided capability indices CPU and CPL. Practitioners can use the procedure to test whether their processes meet the capability requirement.
TL;DR: In this article, the authors identify a number of factors which impact on the continuity of quality management over the longer term, such as the tenure of the CEO and the executive board, the quality foundations which have been created through quality initiatives in the past, the driving force behind the quality management journey; the management system and the extent to which quality is integrated into the system.
Abstract: Quality management activities in five large Australian organisations have been monitored over a decade and present the basis for an insight into the factors which impact on the sustainability and direction of quality management over the longer term. Using a longitudinal research approach, the quality management strategies and activities in these organisations have been examined through periodic interviews with quality managers along with examination of relevant company documents. Findings identify a number of factors which impact on the continuity of quality management over the longer term. These include: the tenure of the CEO and the executive board; the quality foundations which have been created through quality initiatives in the past; the driving force behind the quality management journey; the management system and the extent to which quality is integrated into the system. Other factors include the role of audits and assessments, the role of quality frameworks, customer orientation and information systems. Even dramatic downsizing within an organisation does not necessarily curtail the attention given to quality management issues, although in all cases it forces it to create stronger linkages between the business plan and quality management activities.
TL;DR: In this article, a uniformly minimum variance unbiased (UMVU) estimator of the lifetime performance index under an exponential distribution is presented, which is then utilized to develop the hypothesis testing procedure to determine whether the lifetime of the electronic components adheres to the required level.
Abstract: The electronics industry has heavily prioritized enhancing the quality, lifetime and conforming rate (conforming to specifications) of electronic components. Various methods have been developed for assessing quality performance. In practice, process capability indices (PCIs) are used as a means of measuring process potential and performance. Moreover, most PCIs have been developed or investigated under the assumption that electronic components have a lifetime with a normal distribution. However, PCIs for non‐normal distributions have seldom been discussed. Nevertheless, the lifetime of electronic components generally may possess an exponential, gamma or Weibull distribution and so forth. Under an exponential distribution, some properties of the PCIs and their estimators differ from those in a normal distribution. To utilize the PCIs more reasonably and accurately in assessing the lifetime performance of electronic components, this study constructs a uniformly minimum variance unbiased (UMVU) estimator of their lifetime performance index under an exponential distribution. The UMVU estimator of the lifetime performance index is then utilized to develop the hypothesis testing procedure. The purchasers can then employ the testing procedure to determine whether the lifetime of the electronic components adheres to the required level. Manufacturers can also utilize this procedure to enhance process capability.
TL;DR: This paper conducted an extensive literature search on TQM materials and concluded that the research has been unbalanced, focusing mainly on case studies and empirical research, and that further research is necessary to develop conceptual underpinning and analytical models based on large empirical studies.
Abstract: Over the last decade, Australian organisations have embraced total quality management (TQM) as an effective management philosophy. However, a recent report indicated that there is little evidence of leading Australian researchers working on quality and related areas. Moreover, the perception is that whatever research has been done, it is fragmented and at a low level. In the light of this we conducted an extensive literature search on TQM materials. Our purpose was to provide a systematic analysis of the TQM articles published by the Australian researchers or in the context of Australian organisations. Our analysis led us to conclude that the research has been unbalanced, focusing mainly on case studies and empirical research. Further research is necessary to develop conceptual underpinning and analytical models based on large empirical studies.
TL;DR: In this article, a two-stage framework is developed on supply chain quality and technology management based on a survey of the perceptions of practicing managers from Hong Kong’s business corporations, which will help to achieve synergy among suppliers by focusing on the critical strategic variables to achieve sustainable competitiveness.
Abstract: A two‐stage framework is developed on supply chain quality and technology management. This is based on a survey of the perceptions of practicing managers from Hong Kong’s business corporations. The two‐stage process involves empirical assessment of strategic supply chain quality and technology variables, and then using quality function deployment to deploy them to improve the competitiveness of the supply chain. This will help to achieve synergy among suppliers by focusing on the critical strategic variables to achieve sustainable competitiveness.
TL;DR: In this article, a survey of contractors in Japan, the UK and the USA was conducted to evaluate and compare the quality performance of Japanese contractors compared to their UK and US counterparts, and they found that Japanese contractors complete their construction projects with fewer defects, provide longer defects liability periods and are called upon fewer times during the defects liability period than their US counterparts.
Abstract: International comparisons of contractor performance allow contractors in different countries to benchmark their own strengths and weaknesses and improve their competitiveness accordingly. Based on a survey of contractors in Japan, the UK and the USA, contractor quality performance is evaluated and compared. It is found that Japanese contractors complete their construction projects with fewer defects, provide longer defects liability periods and are called upon fewer times during the defects liability period than their UK and US counterparts. UK and US contractors do seek more regular feedback from their clients than Japanese contractors and generally similar levels of client satisfaction are achieved in the three countries (based on quality performance). The somewhat superior performance of Japanese contractors may be attributed to their deep‐rooted quality consciousness, closer working relationships with their subcontractors, and more advanced total quality management systems and quality assurance procedures.
TL;DR: In this paper, an exploratory study in which approaches to performance monitoring, and respondents' views on best practice, were explored in contracted services, and the authors found that organisations rely on inspections by their own employees or contractor checklists, but that these practices are in conflict with their views on the best practice.
Abstract: The increased use of contracting for service delivery involves new challenges in ensuring that quality is maintained. Performance monitoring involves both efficiency (costs) and effectiveness (quality) measures; however, there is little guidance from the literature to indicate the best approaches in different contexts. This paper therefore reports on an exploratory study in which approaches to performance monitoring, and respondents’ views on best practice, were explored in contracted services. Key findings are that organisations rely on inspections by their own employees or contractor checklists, but that these practices are in conflict with their views on best practice. However, the respondents agreed that performance monitoring has a large effect on quality outcomes. Using both the literature and the study, a model has been developed that provides managers with a framework for improving their performance and quality monitoring practices, and highlights areas for future academic research.
TL;DR: In this paper, the authors investigated the critical processes and factors that may affect environmental management systems (EMS) planning and proposed a five-stage EMS planning framework starting from strategy formulation to system implementation and evaluation.
Abstract: The increasing consciousness of sustainable development and reconciling production with ecosystem conservation have fostered the adoption and implementation of environmental management systems (EMS). This paper investigates the critical processes and factors that may affect EMS planning. Empirical findings of a recent study in Hong Kong are presented, and a five‐stage EMS planning framework starting from strategy formulation to system implementation and evaluation is proposed. The framework integrates various perspectives of environmental management and strategy formulation. The paper provides organisations with a procedural guide for implementing environmental management practices. Flexible adaptation of the framework can help organisations derive potential benefits from the EMS implementation leading to sustainable competitive advantage. The framework can be modified to cater for varied business nature and operations in industry.
TL;DR: This study demonstrates the application of grey relation analysis, one part of the grey system theory, by analyzing the topic of service quality and customer satisfaction, and argues that this theory is worthy of promotion to the management field.
Abstract: Although the applications of grey system theory have been prosperous in the engineering field, there are very few applications to the management field. We argue that this theory is worthy of promotion to the management field. Therefore, the main purpose of this study is to demonstrate the application of grey relation analysis, one part of the grey system theory, by analyzing the topic of service quality and customer satisfaction. Customers of the auto repair industry were chosen to find out the grey relation order of Parasuraman et al.’s ten factors. Tries to prove whether or not service quality and customer satisfaction are two different constructs. Finally, tries to verify the relative importance of technical quality and functional quality on service quality and customer satisfaction. The following is an enumeration of the important conclusions: each quality factor has a different effect upon service quality; each quality factor has a different effect upon customer satisfaction; service quality and customer satisfaction are different constructs in the minds of the consumers; technical quality and functional quality are of equal importance to service quality and customer satisfaction.
TL;DR: In this article, the progress of four Thai SMEs attempting to implement TQM over a two-year period, assisted by a facilitator and a "model company", is described.
Abstract: Total quality management (TQM) has been applied widely in developed countries, and now appears to many as a precursor of the broader concept of business excellence. By contrast, in developing countries ISO 9000 series standards have been the focus of quality management development, and TQM is a new and challenging concept. TQM companies are rare, and with few exceptions are subsidiaries of larger multinational organisations. Examines the progress of four Thai SMEs attempting to implement TQM over a two‐year period, assisted by a facilitator and a “model company”. Relevant literature is briefly reviewed and issues of particular relevance to SMEs discussed. The efforts, problems, barriers and progress of the companies are described. The relative success of the companies was found to be related in large part to management and information issues, which are discussed.
TL;DR: In this article, a data envelopment analysis ranking (DEAR) approach is proposed to solve the multi-response problem, which is based on the Taguchi method and principal component analysis (PCA).
Abstract: Looks at the Taguchi method, a traditional approach that seeks to obtain the best combination of factors with the lowest societal cost solution to achieve customer requirements, and also principal component analysis (PCA). States that the Taguchi method can only be used to optimize single response problems and not multi‐response problems and that PCA, although it has been considered to solve multi‐response problems, itself has shortcomings. Proposes a data envelopment analysis ranking (DEAR) approach as an effective means of optimizing the multi‐response problem. Includes a series of steps from the proposed approach which are capable of decreasing uncertainty caused by engineering judgement in the Taguchi method and overcoming the shortcomings of PCA. Concludes that the DEAR approach is more powerful for practical applications.
TL;DR: In this article, the authors present some limitations of conventional QFD outside physical industrial production and present a refinement and an extension of QFD for healthcare applications, based on research methods in the social sciences.
Abstract: In the current decade, client requirements appear to play an increasingly important role in designing not‐for‐profit organisations, in particular in the domains of services and healthcare. Quality function deployment (QFD) is a well‐known design method. This method has a vested reputation in industrial production as a means of systematically incorporating customer requirements in product design. However, in the domain of the services, and especially the professional services, there is little experience in applying QFD. Application in this domain probably causes problems, for instance with respect to the customer concept, which is more ambiguous in this domain, and with respect to the interrelated nature of the product (service) and the process. In this paper we present some limitations of conventional QFD outside physical industrial production and we present a refinement and an extension of QFD for healthcare applications, based on research methods in the social sciences. Illustrations are given from two cases in Dutch healthcare organisations.
TL;DR: In this article, the authors investigate how the principles of total quality management (TQM) are being sustained in the UK public sector by contributing to improved performance levels, and the results indicate that quality frameworks play a key role in improving organisational performance over time.
Abstract: The principles of TQM are becoming increasingly important in the public sector due to demands for increased levels of stakeholder satisfaction and government cost reduction and performance programmes. The aim of this paper is to investigate how the principles of total quality management (TQM) are being sustained in the UK public sector by contributing to improved performance levels. Six quality frameworks, which incorporate to various degrees the principles of TQM and which are applied in public sector organisations, were chosen for the study. The research methodology involved focus groups, a survey questionnaire and semi‐structured interviews. The questionnaire response rate was 62 per cent, involving 163 public sector organisational responses. The results indicate that quality frameworks play a key role in improving organisational performance over time. Furthermore, the business excellence model (BEM) and Investors in People (IiP) model were seen as providing a suitable range of improvement mechanisms and performance measures which were relevant to the public sector.
TL;DR: It is shown that the existing frameworks do not relate to the actual strategies in place and none of them can be considered generic, which makes any attempt of integrating performance measurement virtually impossible.
Abstract: Refers to the increasing interest in the development of theoretical frameworks in the area of performance measurement. Companies have used them as a way of testing different business policies and strategies as well as measuring their performance. Literature shows that these frameworks are not providing an effective and robust measurement system, which is needed more than before in today’s dynamic market. For example, the existing frameworks do not relate to the actual strategies in place and none of them can be considered generic, which makes any attempt of integrating performance measurement virtually impossible. Discusses this problem and puts forward a solution. Describes briefly a proposed framework and explains in more detail a computer‐based system to select performance measurement to support the implementation process of this framework.