How is it Going? Performance Assessment in Major Projects

Harvey Maylor, Mark Johnson, Neil Turner, Joana Geraldi

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review


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.
Original languageEnglish
Title of host publicationProceedings of the Seventy-seven Annual Meeting of the Academy of Management
EditorsGuclu Atinc
Number of pages23
Place of PublicationBriar Cliff Manor, NY
PublisherAcademy of Management
Publication date2017
Article number15629
Publication statusPublished - 2017
Externally publishedYes
Event77th Annual meeting of the Academy of Management: At the Interface - Georgia, Atlanta, United States
Duration: 4 Aug 20178 Aug 2017
Conference number: 77


Conference77th Annual meeting of the Academy of Management
Country/TerritoryUnited States
Internet address


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

Cite this