A review of work effectiveness and efficiency, service quality and organisational performance literature: A mini-review approach

Abstract

The rapid development and progress in industry and information technology in the industrial era 4.0, where everything is digital based, has led to significant changes in various aspects and fields of human life. This condition encourages organisations to follow and develop in line with these developments and advancements. The organisation’s operations are becoming increasingly complex, so that information and software must always be updated. It will encourage paradigm shifts within the organisation, especially in increasing its effectiveness and efficiency to impact service performance. An organisation’s success in carrying out an increasingly complex organisational operation will be largely determined by various factors, both external and internal factors. Organisational external factors include the economic situation, government policies, and technological developments. Besides that, internal organisational factors are factors that are entirely within the organisation. This paper seeks to understand the literature on service improvement strategies through the effectiveness and efficiency of organisational performance collected from various related sources. This research is designed using a qualitative approach through literature study. A review of service improvement strategies is carried out by reading and analysing 25 journal article review papers and summarised in two tables, namely journal articles and publisher distribution and article categories based on their subject. The findings of this study are that an effective and efficient organisational performance will impact an organisation’s service performance. Improving the service performance of an organisation has several obstacles in its application, such as not all organisations can upgrade the knowledge of their organisational members. In carrying out organisational activities, some organisations still use traditional systems. These systems are not yet based on and integrated with IT systems, so system performance is slow and ineffective and efficient. In conclusion, this study found that the role of organisational policies in updating information system software is crucial in improving organisational operations in all business sectors (industrial and non-industrial) to enhance organisational service performance.