A hybrid performance measurement framework for optimal decisions

Purpose - This paper seeks to propose a hybrid performance measurement framework integrating available frameworks and mathematical models. The hybrid framework potentially allows decision makers to move from intuitive decisions to analysis-based decisions by using a complete hierarchy of objectives,...

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Veröffentlicht in:	Measuring business excellence 2011-01, Vol.15 (2), p.32-43
Hauptverfasser:	Fukushima, Akihiro, Jeffrey Peirce, J
Format:	Artikel
Sprache:	eng
Schlagworte:	Business forms Business metrics Call centers Computer simulation Customer satisfaction Decision making Decision making models Decisions Hierarchies Mathematical analysis Mathematical models Monte Carlo methods Monte Carlo simulation Objectives Organization development Performance evaluation Performance management Performance measurement Software Studies Systems design
Online-Zugang:	Volltext
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