Key Performance Indicators

Higher education is a main factor in the competitiveness of nations and rises the competition and innovation in the internal markets. In order to achieve their goals HEIs need strategic planning and do need to successfully track their progress towards the set goals. This means that we need metrics which should measure the organizational performance at the institutional level and be used inside the organization to support the strategic process. The aim of the article is to suggest a framework for the evaluation of the HEI performance using the key performance indicators concept.

This paper presents an extensive review on the services, six-sigma, and application of six-sigma in services. In order to improve service quality focus on service process is necessary. Six-sigma is a philosophy which also concentrates on the improvement of ...

Overall equipment effiiency (OEE) measures the ratio of how much of a product or part is being made defect-free versus how much could be made according to the equipment’s design. A machine or process that has an OEE of 100 percent is producing at its maximum designed capacity with zero defects. Three metrics – availability, performance and quality – make up OEE. When real output is lower than expected, practitioners can find opportunities for improvement in all three of these factors and take actions that maximize the current process capabilities, fix problems and improve productivity.

This study approaches the recent incorporation to national libraries of a quality evaluation culture using performance indicators. The project for devising Technical Report ISO/TR 28118 regarding performance indicators for national libraries is explained from its beginnings. This is a specific common standard that permit benchmarking among similar institutions at the international level. The involvement of the international bodies IFLA, ISO and CENL in this initiative is described based on observation of the situations common to all national libraries. The technical process of drawing up the report is likewise described, along with its structure and contents. Also dealt with is the recent experience of the National Library of Spain in incorporating performance indicators to its evaluation processes and applying the ISO report indicators.

Report of a joint project between Vera Institute of Justice, UNDPKO, and UNOHCHR presenting indicators for the use of measuring compliance with rule of law principles, especially in emerging democracies. Dr. Rosga contributed pro bono expertise for the sections on policing.

The mass production of products and IT services in bank sectors, including the number and the complexity of processes required to operate efficiently, have had important improvements. The work that is presented in this paper is focused on the modelling of business processes that a banking organization follows, during the processes of a loan request. These activities are modelled with the aim to localize time-consuming processes, which cause delays to the total procedure. The methodology that is used for the Bank loan processes is the Business Process Modelling Notation (BPMN). Moreover, Effective Key Performance Indicators (KPIs) are proposed in order to measure and assess BPMN-based processes.

In last decade information security standards became well documented starting with ISO 27001:2005 which defines requirements for a organisation's Information Security Management System (ISMS). Other standards such as ISO 27004:2009, 27003, and 27005 are published later too. Organisational ISMS can be certifies for ISO 27001:2005 certificate and it adopts Plan-Do-Check-Act (PDCA) life cycle of constant system improvements. To be able to improve operations and information security ISO 27004:2009 standard has to be used to create useful Key Performance Indicators (KPI) in order to achieve constant improvements of the ISMS. During phase of maintenance every system needs infrastructure to collect data, analyse data and then to create KPI for constant improvements. In this paper is presented information security measurement infrastructure for KPI visualisation based on practical experience from production system in financial surrounding.

This paper aims to present a methodology to establish and integrate formal sustainability control systems (SCS) into management control systems (MCSs). The innovative approach aims at contributing to the need for SCS integration by permeating and transforming MCSs so that positive and negative externalities can be internalized into the financial performance measurement and reporting.
In an exploratory process, control systems were closely connected with financial accounting within four interrelated – ecologic, social, financial and knowledge-related – dimensions. Building on the action design research, multicriteria key performance indicators (KPI) for these dimensions were developed. Four value-based small and medium-sized enterprises of the food sector developed KPIs in interactive and participative workshops and interconnected their own business model with their sustainability principles. Constantly revising conformity, specific S.M.A.R.T. goals and related activities were defined, thereafter being used for KPI measures and for input in financial accounting.
The workshop series reveals the importance of including relevant stakeholders, multiple feedback loops and permanent dialogue to abolish cognitive barriers. The approach enables the development of multicriterial KPIs and identification of costs and benefits for an integrated financial accounting.

This paper is part of my progress work within the research topic focused on change management process in the public administration. The aim will be describing some specific and crucial milestones of this challenging process. Change is inevitable and a continuous process if we want to improve our public administration. If we refer to change management the first element we cross through is the concept of a new system, regulation, structure ect. While introducing the change, we have to take care not only to the context, to the typology of the process, its factors and actors. The most important is considering the successful results in the mean of facing and applying it. But how can we define this success in the terms of public administration? Which can be some measurements to use in order to evaluate the performance of change management? How is performance management linked to an effective, efficient or a viable change management? I will try to answer to these concerns, through explaining further the general key indicators of determining performance in public administration in order to lead a successful process of managing the change.

Container terminals are important part of the supply chain management. The evolution of the supply chain management and logistic models has made these terminals a key factor in the functioning of the SCM. Transporting goods by containers is a general global trend. Today more than 90% of all goods is transported by sea and containers are a continuous growing business. According to UNCTAD (2018), containers traffic grew by 2,6% in 2018(1) measured in 20-foot equivalent units (TEU), thus showing a slowdown from 6,6% in 2017. In our region the containers are rapidly replacing the transportation of general cargoes transported by conventional vessels and the number of TEU that is arriving/departing the region reaches more than 5 million, and a certain percentage of this volume (15-20%) reaches the area through South and South-West located Balkan ports. Durres port is one of the region’s port handling containers among other cargoes. Together with ports of Thessaloniki, Greece and Bar Montenegro, Durres Port through its Container’s Terminal, is serving the South West Balkan region markets such as Albania, Kosovo, Northern Macedonia and Montenegro. This paper aims at analysing the competitiveness of Durres Port Container Terminal in the regional market and its ability to expand its hinterland in container services through comparing its performance indicators. The methodology used to analyze the competitiveness of Durres port, is through comparative analyses. In this study the AHP (analytical hierarchy process) has been used in order to analyze the key performance indicators of the terminals of the regions and compare their competitiveness. Conclusions: Durres port is the main port of Albania and containers handling is a relatively new operation in Durres. The terminal is suffering lack of sufficient space t handle the traffic, water depths are limited, the lack of regional links to the markets of the region, such as rail links, makes the competitiveness ability of the terminal limited therefore the port should seek solutions through addressing the above limitations and restrictions in order to be more competitive on the region

This Impact Report identifies and summarises the diverse impacts, resulting from the £500m of UK funding of Science and Technology in 2013, using numerous quantitative metrics and short case study extracts.  It shows how the varied impacts of a national science and technology organization and its many funded programmes can be annually identified, captured, tracked, and summarised in a public document.

The report was produced for, and by, the Science and Technology Facilities Council (STFC) -  the UK Research Council responsible for funding: (1) all UK astronomy, particle and nuclear physics research, (2) related UK science and technology facilities (e.g. as Harwell and Daresbury), (3) the UK contribution to international science (e.g. CERN, international telescopes and space missions), (4) innovation and business spin-off programmes, and (5) UK public engagement activities.

The Report was co-researched and co-authored by the STFC Impact Team, including myself while Impact Evaluation Manager in 2013, with Dr. Claire Dougan-McCallie (lead author/Head of Impact) and Jenny Beard, with additional input from senior managers, and many data and case study contributions from other key managers across STFC.

Varied key impacts are identified and reported including:

• Research amongst the best (by citation impact) in astronomy, nuclear and particle physics.
• Supported research of 226 Principal Investigators in 70 universities, led to 1,100 peer-reviewed papers in 2012.
• Facilities (the Diamond Light Source, ISIS and CLF) were used in 2012/13 by over 4,200 unique users , in over 2,400 experiments, producing over 1,000 papers in peer-reviewed journals.

• Technology from CERN benefited the UK economy by over £100 billion every year.
• Funding the development of the UK’s space, internet and computer animation industries, returned over £500 billion to the UK economy per annum.
• Funded Innovation Campuses hosted over 230 enterprises and supported over 5,000 jobs.
• UK industry won £43 million in contracts from the international subscriptions funded, and had accumulated a total of £150 million since 2005.

• Funded research inspired future generations to study STEM subjects, attracting 90% of UK undergraduates to study physics, funded 782 PhD students  and 16,800 student training days.
• Between 2009 to 2012 public engagement programmes engaged people on 58 million occasions, with 2 million people engaged in face-to-face activities in 2013 alone.

In this continues assignment the task is to build a Dashboard  for a manager of ’Fist Bank’, on the ‘home loans’, ‘refinancing’ and ‘other consumer loans’ with data for three years by months and 31 branches.  For the assignment it is expected to identify two KPIs (Barry, 2015).

Business and human rights indicators, ratings and indices have proliferated in the past few years. Yet, measuring respect for human rights by corporations is not an easy task. This article offers an overview of the most prominent business and human rights measurement initiatives and draws attention to the normative, methodological, practical and political challenges related to the production of valid and emancipatory measures of corporate respect for human rights. The objective is to move the debate forward, from the if (should we use indicators?) to the how (how to create better initiatives?).

The paper presents main results of the research financed the Ministry of Environment of the Czech Republic in the project No. SP/4i2/26/07. It discuses the corporate key performance indicators for Environmental Management Systems certified by standard ISO 14001:2005 or/and by the Regulation (EC) No. 1221/2009, about voluntary participation of organizations in the Community Environmental Management and Audit Scheme (EMAS). These are used in an annual corporate environmental reporting of organizations with Environmental Management System and also in the annual statements of organizations with Environmental Management and Audit Scheme. It introduces key performance indicators and framework of corporate environmental reporting are based on the Methodical Guideline of the Ministry of Environment of the Czech Republic developed in the project No. SP/4i2/26/07. They are enlarged to economic and social area with using Global Reporting Initiative and RICON Group guidelines. The paper also in...

The purpose of CDA creation in June, 1960 was to see the planning and maintenance of the capital city. CDA is a public sector organization which is not only responsible for development of Islamabad but also performs all functions of municipal committee to provide for cleanliness, health, education, supply of goods and food etc. CDA is lagging quality in operations and projects. So to improve this quality deficiency in CDA we devised a research. The research methodology considers research through different secondary sources such as different websites, journals and research papers etc. By the use we above mentioned sources we have collected data for some of better performing urban development authorities in Pakistan and in the world. Than we compare operations and projects performance metrics for the enlisted enterprises. After this we studied existing operations and projects performance metrics of the capital development authority Islamabad. We have developed collective operations and projects performance metrics for CDA by comparing those of CDA with the enlisted three enterprises. To explore relevance and importance of collective operations and projects performance metrics; we have collected impressions of clients of CDA by using an online survey. The results are in favor of client satisfaction. Most of the users think client satisfaction is most important and relevant factor for CDA. On the same page, transparency was rated least by clients. The research identifies important areas for CDA which needs a lot of improvement. Clients rated construction time and cost on 7th number. This is main area as far as CDA is concerned and people rated it as least. So a lot improvement can be made in this area.

The pace of globalization is increasing continuously in terms of markets for goods and services, investment and business opportunities within one or more organizations. This transformation caused by globalization affects all the department in an organization in which human resource management is not left out in this transformation crusade as it has obligation to move along with the changing demands of the globalization process. This paper examines the impact of the workforce on Human Resource Management either locally or internationally also it revealed the various factors driving globalization in the workforce and the issues and challenges that confront the Human Resource Management in the global markets, and also the benefits of globalization Human Resource Information System (HRIS) to the Human Resource (HR) department.

The concept of digital literacy has been defined in numerous ways over the last two decades to incorporate rapid technological changes, its versatility, and to bridge the global digital divide. Most approaches have been technology-centric with an inherent assumption of cultural and political neutrality of new media technologies. There are multiple hurdles in every stage of digital literacy implementation. The lack of solutions such as local language digital interfaces, locally relevant content, digital literacy training, the use of icons and audio excludes a large fraction of illiterate people. In this article, we analyse case studies targeted at under-connected people in sub-Saharan Africa and India that use digital literacy programmes to build knowledge and health literacy, solve societal problems and foster development. In India, we focus on notable initiatives undertaken in the domain of digital literacy for rural populations. In Sub-Saharan Africa, we draw from an original project in Kenya aiming at developing digital literacy for youth from low-income backgrounds. We further focus on Senegal, Mali, Burkina Faso and Tanzania, where field studies have been conducted on the use of digital technologies by low-literacy people and on how audio and icon-based interfaces and Internet lite standard could help them overcome their limitations. The main objective of this article is to identify key performance indicators (KPIs) in the context of digital literacy skills as one of the pillars for digital inclusion. We will learn how digital literacy programmes can be used to build digital literacy and how KPIs for sustainable development can be established. In the final discussion, we offer lessons learned from the case studies and further recommendation for stakeholders and decision-makers in the field of digital health literacy.

Railway stations, an important component of urban transport infrastructure, remains a lot to be desired in developing countries resulting in their poor productivity. Very little research has been carried out in the field of critically analyzing the causative factors of poor performance of stations in India. Delhi, the national capital of India, has six major railway station terminals besides 29 smaller stations cumulatively handling 1.195 million passengers per day. The present paper is an attempt to assess the performance of the largest railway station of Delhi i.e. New Delhi Railway Station (NDLS), with daily passenger footfall of 0.5 million, as the case study and evolve alternate strategies to improve its productivity. The study reveals that the track-side peripheral areas are most critical in terms of level of service (LOS). The study estimated the utilization levels of all platforms over 24 hours period. Two alternate strategies were proposed and evaluated, namely “staggering of train schedule” & “crowd management” scenarios which result in 8% & 47% improvement in the performance level respectively.

Purpose: The objective of the study is to familiarise policymakers and practitioners in both the companies in their achievements of CSR projects and specialization by comparing Corporate Social Responsibility Practices (CSR) in Oman Liquefied Natural Gas Company LLC (Oman LNG) and Oman India Fertilizer Company (OMIFCO). Design /methodology/approach: A questionnaire survey was adopted and the details of the companies' business CSR approaches, CSR projects, measurements of CSR projects, disclosure, and challenges, in the long run, were obtained from the CSR experts in the companies. Further, secondary data was also collected from the companies' websites, annual reports, and CSR bulletins. Findings: The results of the study indicate that both the companies contribute to society in a positive way as they are accountable to implement CSR as they are the main players in Sur. Both the companies, value developing a practical CSR strategy in their business model concerning customers, stakeholders, contractors, and suppliers, more importantly, the society. However, there is no systematic approach and assessment approach to the level of impact on their CSR projects. Research Limitations / Implications: It is suggested that there is a need to establish a formal mean of dialogue between both the companies and the rest of the stakeholders in order to harmonize CSR projects so that replication of projects can be avoided. To achieve harmony of CSR projects, it is necessary to unite and share the best practices and innovative initiatives of CSR, through the development of a guide to familiarise the CSR concepts along with the tools and methodologies. Practical Implications: It can be seen that setting measurable goals, techniques, sustainability issue mapping, sustainability management system, life cycle assessment and CSR reporting are the significant gaps in the CSR approach of both the companies and the model practices should prescribe the same. Originality/value: This is the first-hand study of its kind as there is no comparative study of O&G companies has been done.

Key Performance Indicators (KPI) has been outlined for implementing total quality management
(TQM) across logistics sector. This study constituted on the quality values of logistics firms in the logistics sector,
which is examined with key performance indicators through the integrated method of Analytic Hierarchy Process
(AHP) and SMART Goal Setting. The calculations were performed for logistics firms. The method used in this study
is the integrated method of the AHP Method and SMART Goal Setting. The results highlight the most mentioned
key performance indicators in the literature in a prioritized version also during the prioritizing process via AHP
Method, the SMART Goal Setting approach also is applied.

In order to investigate the economic performance of business processes, simulations are performed. These simulations determine values of key performance indicators (KPIs). We sought a valid solution to integrate KPIs in our Process Analysis Studio (PAS). Our investigation aims for a concept which describes a valid approach to deal with KPIs in multiple business process models. In this paper, we present a valid concept of a KPI calculation model. We describe which types of KPIs are needed in order to give users a huge amount of freedom to investigate different aspects of the process performance. Using scenarios could empower comprehensive investigations of different interrelated aspects of the process. From the presented concept of scenarios special requirements are derived which have to be considered in a concept of a KPI calculation model. The concept contributes to the discussion about the right design of a KPI calculation model. The presented approach could also be used in other process analysis solutions, in order to allow individual performance investigations.

إدارة الجودة في الإسلام
"الملخص"

قدمت الحضارة الإسلامية الكثير من الإنجازات العملية والتطبيقية في شتى مناحي الحياة،والتي كانت لها الدور الكبير في دفع عجلة التطور الإنساني عبر التاريخ حتى يومنا هذا،واستمراراً لهذا العطاء فقد انبرى الباحثون العرب والمسلمون في مجال العلوم الإدارية،لتقديم المثل تلو المثل على ثراء هذه الحضارة وحيويتها وقدرتها على التكيف رغم اختلاف الزمان والمكان،ولما كانت الجودة مما تميّزت به هذه الحضارة نظرياً وتطبيقياً،فقد آن الأوان لنحاول إخراج سهمٍ آخر من كنانتنا الحضارية نصيب به سبقاً أو مكاناً لائقاً بين غيرنا.
تقدم هذه الدراسة تحليلاً مقارناً بين المفهوم العربي والمفهوم الغربي للجودة،ثم تعرض نظرة الإسلام للجودة من خلال النصوص القرآنية والحديث الشريف،وبعض تطبيقات الجودة كما سجلتها مراجع التاريخ الإسلامي، ثم تقدِّم نموذجاً مقترحاً لإدارة الجودة يقوم على أساس المنهج الإداري الإسلامي وفقاً لنظرية النظم.

الباحث
إبراهيم طه العجلوني
ialajlouni@yahoo.com
السعودية
هاتف 00966508648055

Balanced Scorecard adalah metode pengukuran hasil kerja yang digunakan perusahaan atau biasa disebut dengan strategi menajemen. Balanced Scorecard dikembangkan oleh Drs. Robert Kaplan dari Harvard Business School dan David Norton pada awal tahun 1990. Balance Scorecard berasal dari dua suku kata, Balanced yang artinya berimbang dan scorecard yang artinya katu skor.

Effective performance measurement is critical to project success. Unfortunately, common measures do not exist for the assessment of the performance of Ghanaian contractors. This paper develops a set of common key performance indicators (KPIs) for Ghanaian contractors. Following an extensive review of research on KPIs and performance measures from existing research and literature, the 10 most popular KPIs were identified. A survey of large Ghanaian contractors was conducted to find the KPIs most relevant to the local construction industry. The results of the survey were validated using expert interviews. A set of nine (9) KPIs has been developed for Ghanaian contractors as follows: Client Satisfaction, Cost, Time, Quality, Health and Safety, Business Performance, Productivity, People and Environment. These KPIs present a set of common criteria which can be used by Ghanaian contractors to measure and benchmark their performance and by client groups to compare contractor performance.

Many companies diligently establish their presence on Social Networking Services (SNSs) as they recognize Social Media Marketing (SMM) will be the next “holy grail of marketing”. However, yet the true value of SMM remains unclear because marketing based on social networking still defines its best practices and metrics. This paper provides a small step towards understanding how to unlock a potential of SMM through analysis of Key Performance Indicators (KPIs) for the flagship SMM platform Facebook. The case study of five largest Premier League brands analyses relationships among Facebook SMM KPIs and identifies several interesting connections. The most important managerial implication of our analysis suggests that the number of Facebook fans, although often criticized as the relevant SMM metric, is the most important SMM KPI.