Taejeah

Fitzgerals provide building blocks for STANDARDS, REWARDS AND DIMENSIONS

Performance measurement in service businesses has sometimes been perceived as difficult because of the five major characteristics of services (SHIPNo). However, the modern view is that if somethingis difficult to measure this is because it has not been clearly enough defined.

STANDARDS
These are ownership, achievability and equity.

REWARDS
the reward structure of the performance measurement system should guide individuals to work towards standards. The three issues that needs to be considered if the performance measurement system is to operate successfully are: clarity, motivation and controllability.

DIMENSIONS
competitive performance
financialperformance
quality of service
flexibility
resource utilisation
innovation

These dimensions can be divided into two (2) sets:
1 The results (measured by financial performance and competitiveness)
2 The determinants (the remainder)