Performance Measurement in the Telecommunications Industry

Abstract

Developing performance measurement is a necessary element for the effective management of organisations. Performance measurement has been gaining in importance in both operations and management literature. In this paper an evaluation of the development and implementation of performance measures is presented. Investigation of the process from an actual organisational view-point provides insights into the advantages and disadvantages of a strategic activity-based development framework for performance measurement. General issues and implications for the management of performance measurement development and implementation provide some fundamental guidelines.

Keywords: performance measurement