The primary goal of creating a culture of performance management is to improve processes based on the responsibility of individuals and groups for the continuous improvement of business processes, and to contribute to their skills. In this paper, we discuss all related issues and indentify the most important aspects and components of performance management. The proposed study of this paper is to find out which performance management works best for national Iranian oil products distribution company (NIOPDC). The proposed study uses analytical hierarchy process to prioritize all important factors based on pair-wise comparison. We use geometric mean to find the average of comparisons and all computations are performed using Expert Choice software package. In summary, stakeholders (0.262) are the most important components of our survey followed by employee management (0.247), social responsibility (0.190) comes in the third position and quality of services (0.166) and internal process (0.134) are two less important factors in this survey.
DOI: j.msl.2012.07.024 Keywords: Performance management ,AHP ,Oil industry , How to cite this paper: Faghihi, A., Afsharnezhad, A & Kheirandish, M. (2012). An empirical study on performance management: A case study of national Iranian oil Production Distribution Company.Management Science Letters, 2(7), 2435-2440.
References
Kaplan, R. S., & Norton, D. (1992). The balanced scorecard measures that drive performance. Harvard Business Review, 70(1), 71–79.
Kaplan, R.S., & Norton, D.P. (1996a). The Balanced Scorecard: Translating Strategy into Action. Harvard Business School Press. Kaplan, R. S., & Norton, D. P. (1996b). Using the balanced scorecard as a strategic management system. Harvard Business Review, 75-85. Hakes, C. (2007). The EFQM Excellence Model to Assess Organizational Performance - A Management Guide (Best Practice). 1st ed., Van Haren Publishing. Hooks, I.F., & Farry, K.A. (2000). Customer Centered Products: Creating Successful Products Through Smart Requirements Management. 1st ed., AMACOM/American Management Association. Parasuraman, A., Zeithamel, V. A., & Berry, L. (1985). A conceptual model of service quality and its implication for future research. Journal of Marketing, 49(4), 41-50. Parasuraman, A., Zeithamel, V. & Berry, A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-49. Ueltschy, L. C., Laroche, M., Eggert, A., Bindl, U. (2007). Service quality and satisfaction: an international comparison of professional services perceptions. Journal of Services Marketing, 21(6), 410–423. Westcott, R.T. (2005). The Certified Manager of Quality/organizational Excellence Handbook. 3rd ed., ASQ Quality Press. |
![]() |
® 2013 GrowingScience.Com