Abstract
This paper introduces performance journey mapping as a service performance assessment framework for small and medium sized enterprises (SMEs) as well as its corresponding tools – the performance journey map (PJM) and the performance index. The PJM is a visual tool whereas the performance index represents a key performance indicator (KPI) pool. The framework is developed by connecting the specific characteristics of SMEs to contributions from goal-setting theory and involves adapted components from service management research, e.g. the service strategy scorecard, ITIL, etc. Service design methods are adapted and applied for the visual components. The paper provides an outlook on the evaluation design for the framework based on method triangulation in a case study setting.
Paper Type
Event
Performance Journey Mapping: A Tool-supported Framework for Service Performance Assessment in SMEs
This paper introduces performance journey mapping as a service performance assessment framework for small and medium sized enterprises (SMEs) as well as its corresponding tools – the performance journey map (PJM) and the performance index. The PJM is a visual tool whereas the performance index represents a key performance indicator (KPI) pool. The framework is developed by connecting the specific characteristics of SMEs to contributions from goal-setting theory and involves adapted components from service management research, e.g. the service strategy scorecard, ITIL, etc. Service design methods are adapted and applied for the visual components. The paper provides an outlook on the evaluation design for the framework based on method triangulation in a case study setting.
Recommended Citation
Pergler, E., Höber, A., Weitlaner, D., Grahsl, H.P., & Ehrenhöfer, C. (2014). Performance Journey Mapping: A Tool-supported Framework for Service Performance Assessment in SMEs. In V. Strahonja, N. Vrček., D. Plantak Vukovac, C. Barry, M. Lang, H. Linger, & C. Schneider (Eds.), Information Systems Development: Transforming Organisations and Society through Information Systems (ISD2014 Proceedings). Varaždin, Croatia: Faculty of Organization and Informatics. ISBN: 978-953-6071-43-2. http://aisel.aisnet.org/isd2014/proceedings/ReshapingOrganisations/5.