Developing a performance management system using soft systems methodology: A Chinese case study
The economic crisis created major problems for a successful, hi-tech Chinese company – Tonsan. They already had in place a performance management system based around the balanced scorecard which worked successfully in times of growth and high demand. However, with the world downturn they suddenly found that their current system was not able to cope with the demands placed on it. The authors were called in and decided to design a new, strategic performance management system to overhaul all the key business processes. The approach taken to develop the PM system was based around Soft Systems Methodology (SSM), a well established systems-based approach to problem solving and organizational design. The methodology progressed from the development of key strategic objectives (using the BSC and strategy maps), through a structured decomposition of necessary organizational activities, the construction of key performance indicators, the specification of targets, to communication and future planning. It involved significant levels of participation and communication throughout the organization. The results were judged by senior management to have been very successful, and the company has grown significantly.
If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.
References listed on IDEAS
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Jain, Sanjay & Triantis, Konstantinos P. & Liu, Shiyong, 2011. "Manufacturing performance measurement and target setting: A data envelopment analysis approach," European Journal of Operational Research, Elsevier, vol. 214(3), pages 616-626, November.
- Lohman, Clemens & Fortuin, Leonard & Wouters, Marc, 2004. "Designing a performance measurement system: A case study," European Journal of Operational Research, Elsevier, vol. 156(2), pages 267-286, July.
- Patel, Brijesh & Chaussalet, Thierry & Millard, Peter, 2008. "Balancing the NHS balanced scorecard!," European Journal of Operational Research, Elsevier, vol. 185(3), pages 905-914, March.
- Filipe Amado, Carla Alexandra & Dyson, Robert G., 2008. "On comparing the performance of primary care providers," European Journal of Operational Research, Elsevier, vol. 185(3), pages 915-932, March.
- Mingers, John & White, Leroy, 2010. "A review of the recent contribution of systems thinking to operational research and management science," European Journal of Operational Research, Elsevier, vol. 207(3), pages 1147-1161, December.
- Papalexandris, Alexandros & Ioannou, George & Prastacos, Gregory & Eric Soderquist, Klas, 2005. "An Integrated Methodology for Putting the Balanced Scorecard into Action," European Management Journal, Elsevier, vol. 23(2), pages 214-227, April.
- W. B. Liu & Z. L. Cheng & J. Mingers & L. Qi & W. Meng, 2010. "The 3E methodology for developing performance indicators for public sector organizations," Public Money & Management, Taylor & Francis Journals, vol. 30(5), pages 305-312, September.
When requesting a correction, please mention this item's handle: RePEc:eee:ejores:v:223:y:2012:i:2:p:529-540. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Zhang, Lei)
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.