
Table of Contents
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TABLE OF CONTENTS
DECLARATION .......................................................................................i
ACKNOWLEDGEMENTS .....................................................................ii
LIST OF PUBLICATIONS ................................................................... iii
LIST OF FIGURES.................................................................................ix
LIST OF TABLES...................................................................................xi
LIST OF ABBREVIATIONS .............................................................. xiii
ABSTRACT ...........................................................................................xiv
Chapter 1 Introduction ..........................................................................1
1.1 Background ............................................................................................... 1
1.2 Aims of the Study...................................................................................... 2
1.3 Scope of the Study..................................................................................... 2
1.4 Research Questions ................................................................................... 3
1.5 Research Design........................................................................................ 3
1.6 Contributions of the Study......................................................................... 4
1.7 Thesis Structure......................................................................................... 5
Part I LITERATURE REVIEW..............................................................7
Introduction .......................................................................................................... 7
Chapter 2 Performance Measurement..................................................8
2.1 Introduction............................................................................................... 8
2.2 Definition of Performance ......................................................................... 8
2.3 Performance Measurement ........................................................................ 9
2.3.1 Definition of Performance Measurement............................................ 9
2.3.2 Functions of Performance Measurement .......................................... 10
2.3.3 The Evolution of Performance Measurement ................................... 11
2.4 Performance Measurement Frameworks .................................................. 13
2.4.1 Overview of Performance Measurement Frameworks ...................... 13
2.4.2 The Balanced Scorecard................................................................... 15
2.4.3 The EFQM Excellence Model.......................................................... 17
2.4.4 The Performance Prism.................................................................... 20
2.4.5 The Malcolm Baldrige National Quality Award............................... 22
2.4.6 Kanji’s Business Excellence Measurement System .......................... 24
2.4.7 Comparing PM frameworks: Strengths & Weaknesses..................... 26
2.5 PM Sturcture and Processes..................................................................... 29