Table 8 Measurement items
Variables | Measurements | Reference |
|---|---|---|
Organisational culture | 1. Managers treat all staff as their big family members 2. Employees are loyal to one another 3. Managers actively lead the staff to grow and innovate 4. Employees always have to face challenges which make them to learn and grow 5. Managers set up clear goals and ask employees to carryout goals strictly 6. Firm is stable and offers job security to employees 7. Managers emphasize working efficiency and acts effectively 8. Every department must compete with its peer for better efficiency 9. Every employee must compete with its peer for better efficiency | Chang and Lin (2007) |
Process | 1. Setting standards for the performance of services 2. Mapping processes to reduce non-value activities 3. Improving documentation of processes 4. Measuring conformance with processes 5. Institutionalizing continuous improvement processes | |
Cross-functional organisation | 1. Cross-functional teaming 2. Cross-training specialists 3. Strengthening the role of project managers 4. Increasing the influence of downstream functions in upstream decisions, e.g. customer service input in product development 5. Reorganisation of jobs to reduce hand-offs | |
CIT tools | 1. Internal communications via any computer networks e.g. e-mail 2. Updated information technology systems 3. Distributed databases online to multiple functions 4. Common software for process mapping 5. Built online databases with lessons learned and best-practice templates | |
Competition-informed pricing | 1. The competitor’s current price strategy 2. The estimation of competitor’s strength to react 3. The market structure (number and strength of competitors) 4. The degree of competition on the market 5. The competitive advantages of competitors on the market | Ingenbleek et al. (2003) |
Performance | 1. Upgraded features 2. Higher quality 3. Easier customer use after purchase 4. Shorter time from concept to full-scale delivery of the service 5. Reduced cost of service development 6. Shorter response time to order for existing services 7. Shorter time for adjustments to complaints 8. Reduced cost of service delivery 9. Higher quality of delivery process, e.g. fewer customer complaints 10. Conformance with service development process and procedures | Hull and Tidd (2003a) |