Purpose – This research paper seeks to examine the important issues of performance measurement and reporting in a third sector community organisation. It aims to highlight the dysfunctional nature of funding body performance reporting criteria, which do not always align with the values and...

Purpose: The various quality improvement (QI) frameworks and maturity models described in the health services literature consider some aspects of QI while excluding others. This paper aims to present a concerted attempt to create a quality improvement maturity model (QIMM) derived from holistic...

Presents a practical analysis of operational performance measurement at Airbags International Ltd (AIL), a supplier of airbag safety devices to the automotive industry. First, the primary measure of overall equipment effectiveness (OEE) is described. Its implementation and use within the...

Purpose – Many papers discuss the use of the balanced scorecard yet few provide empirical evidence within a longitudinal context. Still fewer studies present balanced scorecard evidence from within public services. This study seeks to consider the impact of implementing and using the balanced...

Purpose – This paper aims to explore a current measurement system within a team of a national third sector umbrella organisation and to recommend a new set of ongoing changes to be implemented based on current literature from the third sector which can be applied to other similar sized...