Performance measurement improvement in shared services

: the case of the Nors Group

Abstract

In organisational context, there are several applications of performance measurement systems. In spite its benefits, there is a constant need to update and revise them according to the changes that an organisation may suffer, both internal or external, so as to execute a flawless and aligned with organisational goals analysis. Performance measurement systems development and subsequent performance indicators development require emphasis on organisational goals as well as a high time consumption. This case-study aims to analyse current performance indicators existing in a specific area called “Source to Pay”, which is a department inside the shared services unit, aiming to understand the level of adequacy to current performance measurement targets, given that an extended amount of time had passed between performance indicator development and assessment. In this sense, a qualitative analysis was carried on to indicators and current processes of the department, as well as on the processes that constitute daily work activities. The company belongs in the industrial sector, having a shared service unit to provide support to main daily activities. In short, it was verified that creating process standards is a way to reduce time associated waste. In addition, the implementation of systems and measurements is not always accompanied by evolution occurring on organisational context, which often leads to risk of misjudging organisational performance.

Date of Award	14 Jul 2021
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Rita Ribeiro (Supervisor)