Performance management and measurement : the case of the 53 Dots Printing House -

Abstract

Purpose – The purpose of this paper is to explore, within 53Dots Printing House, the current performance management system across all departments, and come up with future recommendations of improvement in the relative process in specific and the system in general. Moreover, the main outcome of this paper is the development of a proper Key Performance Indicator system that would best fit the printing department given that this department is major a major one and its operations are focal. Design-methodology-approach – A thorough review of the current performance management system through defining the current policies, procedures, and measurement factors. A semi structured interview was conducted with a sample of key employees involved in the printing process from both supervisory and non-supervisory staff and drawn from different departments. Their views were sought to identify the throw backs in the current system. Findings – Results suggest: The performance management and measurement system need to be revisited since it lacks the fundamental requirements for evaluating performance. A Balanced Score Card is suggested including four matrices: Financial, Customer, Internal Processes, and Learning and Development in the printing department, the internal processes metrics is later tested and analyzed from the period of March 2016 till November 2016 and certain recommendations are suggested. Research limitations-implications –The findings are based on a small sample selected for the semi structured interview in comparison to the total number of staff in the company. The sources of information were limited to English language; neither French nor Arabic was tackled. The exploration of the current performance practices was limited to self reported data.