Operational Performance Management
Falconer Mitchell, Hanne Nørreklit, and Mihaela Trenca
Insights from This Case Study
The conventional thinking on the performance management of operational responsibility centers is dominated by the ideas of cybernetic and result controls. However, scholarly research and anecdotal evidence points to measurement challenges and dysfunctional implications of result control. Drawing on pragmatic constructivism, this chapter argues that the dysfunctional problems of operational performance measurement can to a certain extent be handled by the way the result measures are formulated and used. We present an actor-based method to the use of operational performance measurement. The method is illustrated through ...
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