Measurement is an integral part of total quality management and process improvement strategies. This paper describes our experiences using the Goal-Question-Metric (GQM) paradigm to help design a company-wide measurement program for Engineering Ingegneria S.p.A., an Italian software house. The introduction of the measurement program was supported by the Commission of the European Communities wi...

More competitive markets are associated with higher productivity. However, changes in competition complicate productivity measurement since changing mark-ups may shift factor shares. This paper examines productivity measurement in markets with market power and restrictive work rules: rules that induce wages to be paid for non-productive labor hours. It develops a theoretical model to explain wh...

Technology-mediated Learning Services (TMLS) increasingly play an important role in the vocational training service industry. However, TMLS success is assessed inconsistently within literature. To assess TMLS success, this study focuses on a TMLS productivity perspective, i.e. a systematic inspection of the input, process and output perspective. Consequently, we will develop a TMLS productivity...

Technology-mediated Learning Services (TMLS) increasingly play an important role in the vocational training service industry. However, TMLS success is assessed inconsistently within literature. To assess TMLS success, this study focuses on a TMLS productivity perspective, i.e. a systematic inspection of the input, process and output perspective. Consequently, we will develop a TMLS productivity...

PURPOSE The current status of external and internal workload and productivity measurement systems and strategies to improve their use to maximize overall pharmacy department operational performance and staffing effectiveness are described. SUMMARY The use of operational benchmarking is increasing within health systems as a tool for continuously measuring and improving departmental performance...

PURPOSE The current status of external and internal workload and productivity measurement systems and strategies to improve their use to maximize overall pharmacy department operational performance and staffing effectiveness are described. SUMMARY The use of operational benchmarking is increasing within health systems as a tool for continuously measuring and improving departmental performance...