How is it Going? Performance Assessment in Major Projects

Harvey Maylor, Mark Johnson, Neil Turner, Joana Geraldi

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

Abstrakt

Determining the performance of a major project is a challenge for both practitioners and scholars. In the context of operational change projects the challenge is exacerbated by the service-intensive nature of the transformation, temporal disconnects between contracting and delivery and lack of appropriate metrics. This paper considers performance from a service delivery perspective. Current measures of performance were noted to be inadequate in practice. The service operations literature provided frameworks which were investigated for their utility and supplemented by qualitative data to generate an enhanced service performance model. This was then tested using a survey and a structural equation model derived. Development of this yielded new classifications but most importantly, provided a more meaningful method for measuring the performance of operational transformation projects. Specifically, it is shown that expectations and perceptions are measured on different scales, and that quality performance is inseparable from other performance aspects. The contributions of this paper are to address an important practical problem but also to contribute to the development of the discussion of performance management in major projects from an OM perspective.
OriginalsprogEngelsk
TitelProceedings of the Seventy-seven Annual Meeting of the Academy of Management
RedaktørerGuclu Atinc
Antal sider23
UdgivelsesstedBriar Cliff Manor, NY
ForlagAcademy of Management
Publikationsdato2017
Artikelnummer15629
StatusUdgivet - 2017
Udgivet eksterntJa
BegivenhedThe Academy of Management Annual Meeting 2017: At the Interface - Georgia, Atlanta, USA
Varighed: 4 aug. 20178 aug. 2017
Konferencens nummer: 77
http://aom.org/annualmeeting/
http://aom.org/annualmeeting/

Konference

KonferenceThe Academy of Management Annual Meeting 2017
Nummer77
LokationGeorgia
LandUSA
ByAtlanta
Periode04/08/201708/08/2017
Internetadresse

Emneord

  • Transformation projects
  • Performance
  • Service
  • SERVQUAL
  • Temporal disconnects
  • Satisfaction

Citationsformater