Event Title

Performance Management and Evaluation in the Service Sector in Kosovo: Where are we?

Session

Management, Business and Economics

Description

This study empirically investigates the state of implementation and use of performance management and evaluation tools and techniques in the service sector in Kosovo. The focus of the paper is on the service sector which still faces greater challenges in terms of managing and evaluating performance. Performance management is considered as one of the key issues an organization has to deal with, regardless of the market it operates or the client category it offers its products or services. This study offers a comprehensive introduction and an in-depth literature review to the theory of “Performance Management”. It also elaborates the tools and techniques commonly used (special focus is devoted to “Key Performance Indicators (KPIs) and “BSC – Balanced Scorecard”) in managing performance especially in the service sector, helping organizations achieve their targets by attaining good performance standards. Moreover, the paper discusses theories that enable firms to achieve business excellence by improving employee turnover rates, Customer Lifetime Value, customer and employee satisfaction, customer base, customer complaints, innovation rate, etc. The data used for the empirical part of the paper were collected using a questionnaire that was electronically distributed to a random sample of firms in the service sector. The investigation includes 30 service companies in Kosovo (including banks, microfinance, tourism, hotels, etc.) and the questionnaires address most of the aspects of firms’ performance management systems. The empirical part of the paper stresses the importance of well-defined and transparent performance indicators and clear performance management and evaluation policies, which was also investigated through a questionnaire that included 63 respondents of the service sector, focusing on management.

Keywords:

Performance Management Systems, Key Performance Indicators, Business Excellence, BSC – Balanced Scorecard

Session Chair

Besnik Skenderi

Session Co-Chair

Sema Kazazi

Proceedings Editor

Edmond Hajrizi

ISBN

978-9951-437-54-7

Location

Durres, Albania

Start Date

28-10-2017 11:00 AM

End Date

28-10-2017 12:30 PM

DOI

10.33107/ubt-ic.2017.267

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Oct 28th, 11:00 AM Oct 28th, 12:30 PM

Performance Management and Evaluation in the Service Sector in Kosovo: Where are we?

Durres, Albania

This study empirically investigates the state of implementation and use of performance management and evaluation tools and techniques in the service sector in Kosovo. The focus of the paper is on the service sector which still faces greater challenges in terms of managing and evaluating performance. Performance management is considered as one of the key issues an organization has to deal with, regardless of the market it operates or the client category it offers its products or services. This study offers a comprehensive introduction and an in-depth literature review to the theory of “Performance Management”. It also elaborates the tools and techniques commonly used (special focus is devoted to “Key Performance Indicators (KPIs) and “BSC – Balanced Scorecard”) in managing performance especially in the service sector, helping organizations achieve their targets by attaining good performance standards. Moreover, the paper discusses theories that enable firms to achieve business excellence by improving employee turnover rates, Customer Lifetime Value, customer and employee satisfaction, customer base, customer complaints, innovation rate, etc. The data used for the empirical part of the paper were collected using a questionnaire that was electronically distributed to a random sample of firms in the service sector. The investigation includes 30 service companies in Kosovo (including banks, microfinance, tourism, hotels, etc.) and the questionnaires address most of the aspects of firms’ performance management systems. The empirical part of the paper stresses the importance of well-defined and transparent performance indicators and clear performance management and evaluation policies, which was also investigated through a questionnaire that included 63 respondents of the service sector, focusing on management.