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- W986562439 abstract "Literature on performance measurement systems reached great heights in the late1980s, and challenges of the traditional financial performance indicators being inadequate for measuring what is most representative of organisation-wide operations in the 1990s. This paper provides a descriptive consideration on the customer service aspect of performance measures, as imposed by the economic regulators of water and sewerage services, electricity (supply, distribution and transmission), gas (supply and transmission) and telecommunications. This paper is also offers a detailed description of the evolution and performance of the companies within these network industries, indicating any emerging trends behind the patterns that explain the operational effectiveness and implications to which the data draw our attention. The observations on the published performance measurement data indicate a general trend of improvement over time in the performance of all companies in all the industries. The greatest rate of improvement is most obvious in the earlier years of the Standards being established, nearer to the time of privatisation. However, there are patterns of performances by particular companies, or of particular Standards, where evidence of improvement is much “fuzzier”, and these raise questions of effective control over improvement of the Standards which are predominantly influenced by inevitable forces, such as the weather. Furthermore, such behaviour raises questions on whether there can be further “true” improvement where performance levels are already high in the latter years, or whether it is time for the redesign of the performance measurement systems as a whole, to suit the changing needs of customers with the passing of time. May, 2002" @default.
- W986562439 created "2016-06-24" @default.
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- W986562439 date "2002-01-01" @default.
- W986562439 modified "2023-09-27" @default.
- W986562439 title "Report on Customer Service Performance Measures in UK Network Industries SQUEEZING HARD TO IMPROVE QUALITY by" @default.
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