Measuring and managing operational performance in a global business services organization
Niittumaa, Jarkko (2022)
Niittumaa, Jarkko
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202205047129
https://urn.fi/URN:NBN:fi:amk-202205047129
Tiivistelmä
Managing and measuring operational performance in large, captive and global business service organizations is not an easy feat due to large workforce, several delivery locations in multiple countries, variety of processes and customers, and potentially different organizational cultures. What are the key elements behind measuring and managing operational performance and how they contribute to managing the operational performance of large captive service organizations?
This research was conducted to a case company X located in Germany. The research started in September 2021 as an initiative with the aim to create transparency and better understand the organization’s level of maturity on operational performance management and measurement. The aim of this research was to find out how mature the case company X is with regards to managing and measuring operational performance.
The research was conducted through a performance management assessment questionnaire, which was distributed to selected stakeholders across three service delivery locations in three countries. In total 15 responses were received, spanning across 6 different service areas and three delivery locations in three countries.
The results indicate that there are certainly areas where the organization was already rather mature, but there are also areas in which the maturity was rather low and therefore would require further development. The research also revealed that while there were deviations between the locations, there were also similarities and similar areas for further development were identified across the locations.
This research was conducted to a case company X located in Germany. The research started in September 2021 as an initiative with the aim to create transparency and better understand the organization’s level of maturity on operational performance management and measurement. The aim of this research was to find out how mature the case company X is with regards to managing and measuring operational performance.
The research was conducted through a performance management assessment questionnaire, which was distributed to selected stakeholders across three service delivery locations in three countries. In total 15 responses were received, spanning across 6 different service areas and three delivery locations in three countries.
The results indicate that there are certainly areas where the organization was already rather mature, but there are also areas in which the maturity was rather low and therefore would require further development. The research also revealed that while there were deviations between the locations, there were also similarities and similar areas for further development were identified across the locations.