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Performance measurement systems in professional service firms

Kruize, Koen LU and Babik, Matej LU (2017) BUSN79 20171
Department of Business Administration
Abstract
Purpose: There are two research purposes for this paper. The first purpose is to provide a comprehensive overview of the available performance measurement systems. The second purpose is to analyse which performance measurement systems, or a combination of performance measurement systems are the most suitable for multinational professional service firms.

Methodology: This paper uses a qualitative approach to answer the research questions. First of all, a literature review was performed. Then criteria were created and applied based on the theoretical framework and research methods. Additionally, a single case study was conducted and secondary data were consulted. Based on the empirical findings of the single case study, other practical... (More)
Purpose: There are two research purposes for this paper. The first purpose is to provide a comprehensive overview of the available performance measurement systems. The second purpose is to analyse which performance measurement systems, or a combination of performance measurement systems are the most suitable for multinational professional service firms.

Methodology: This paper uses a qualitative approach to answer the research questions. First of all, a literature review was performed. Then criteria were created and applied based on the theoretical framework and research methods. Additionally, a single case study was conducted and secondary data were consulted. Based on the empirical findings of the single case study, other practical criteria were created and applied.

Theoretical perspectives: The “Performance measurement systems framework“ (Ferreira & Otley, 2009) and the article “Performance measurement systems in SMEs: A review for a research agenda” by Garengo et al. (2005) was used as a theoretical framework for the single case study.

Empirical foundation: The empirical foundation is based on semi-structured interviews with five employees at KPMG in Slovakia. This led to empirical findings which were used to establish practical criteria.

Conclusions: The Balanced Scorecard and European Foundation for Quality Management Excellence Model were defined as the most suitable performance measurement systems in multinational professional service firms. It is recommended to adjust these models to the needs of the business environment in multinational professional service firms. (Less)
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author
Kruize, Koen LU and Babik, Matej LU
supervisor
organization
course
BUSN79 20171
year
type
H1 - Master's Degree (One Year)
subject
keywords
Performance measures, performance measurement, performance measurement systems, professional service firms, multinational organisations
language
English
id
8918548
date added to LUP
2017-06-27 14:52:05
date last changed
2017-06-27 14:52:05
@misc{8918548,
  abstract     = {Purpose: There are two research purposes for this paper. The first purpose is to provide a comprehensive overview of the available performance measurement systems. The second purpose is to analyse which performance measurement systems, or a combination of performance measurement systems are the most suitable for multinational professional service firms.

Methodology: This paper uses a qualitative approach to answer the research questions. First of all, a literature review was performed. Then criteria were created and applied based on the theoretical framework and research methods. Additionally, a single case study was conducted and secondary data were consulted. Based on the empirical findings of the single case study, other practical criteria were created and applied.

Theoretical perspectives: The “Performance measurement systems framework“ (Ferreira & Otley, 2009) and the article “Performance measurement systems in SMEs: A review for a research agenda” by Garengo et al. (2005) was used as a theoretical framework for the single case study.

Empirical foundation: The empirical foundation is based on semi-structured interviews with five employees at KPMG in Slovakia. This led to empirical findings which were used to establish practical criteria.

Conclusions: The Balanced Scorecard and European Foundation for Quality Management Excellence Model were defined as the most suitable performance measurement systems in multinational professional service firms. It is recommended to adjust these models to the needs of the business environment in multinational professional service firms.},
  author       = {Kruize, Koen and Babik, Matej},
  keyword      = {Performance measures,performance measurement,performance measurement systems,professional service firms,multinational organisations},
  language     = {eng},
  note         = {Student Paper},
  title        = {Performance measurement systems in professional service firms},
  year         = {2017},
}