Performance Measurement in Virtual Organizations

Abstract

The paper gives an overview of a new integral model for performance measurement in virtual organizations. With the focus on the one-of-a-kind production environment, different type of virtual enterprises can be distinguished depending on the deliverables. The paper will focus on the virtual service enterprise, which delivers services such as maintenance, repair, or operation support to customers. By providing generic and aggregated performance indicators an integral and balanced model to measure the performance of a service network as well as virtual service enterprises, which are formed by selected network members, will be provided. A case study has proven the applicability and potential benefits of a collaborative performance measurement in service networks.