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KPIs in a service organization - a case study of Axfood IT
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
2017 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

This study reports on an approach of how characteristics of effective KPIs are fulfilled within a service organization. In particular, five characteristics for effective KPIs have been identified from previous research: sparse, simple, actionable & owned, involvement and correlated. The study is based on a singleEcase study in order to gain deep understanding for how the five criteria are met. Data was collected through a survey and semiEstructured interviews in which the questions were based on the criteria of effective KPIs. The collected data was analyzed by using an abductive approach where we find that the criteria for effective KPIs had weak fulfillment in the investigated case company. The criteria with lowest fulfillment were actionable & owned and correlated. We request further research within the area of criteria for performance measures in general and for KPIs in particular. This could potentially enable more standardized measures of performance for service organizations.  

Place, publisher, year, edition, pages
2017. , p. 46
Keywords [en]
Performance measurement system, PMS, Performance measure, metric, Key performance indicator, KPI, Service organization
National Category
Business Administration
Identifiers
URN: urn:nbn:se:uu:diva-324715OAI: oai:DiVA.org:uu-324715DiVA, id: diva2:1111085
External cooperation
Axfood IT
Educational program
Master Programme in Business and Management
Available from: 2017-06-22 Created: 2017-06-17 Last updated: 2017-06-22Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf