Implementation of a Performance Measurement Framework in Greek Manufacture: An Empirical Research

Abstract

This paper presents an overview of an empirical research on performance measurement at Greek manufacturing industries. The main objective of the research was to investigate the extent to which an integrated, balanced performance measurement system is or can be implemented successfully in Greek industry. Based on the guidelines of the Nolan Norton Framework, the survey focused on four key areas of business activity: (a) customer satisfaction, (b) business processes, (c) organizational learning, and (d) financial performance. The responding companies evaluate and assess at a large extent the critical business factors, concerning the four areas mentioned above. However, some basic organizational changes are essential, so that the companies can implement successfully an integrated performance measurement system.