Fitzgerald model - performance measures, Operation Management

Fitzgerald Model - Performance Measures

The Fitzgerald model is a performance measurement system specifically for service industry. Fitzgerald (1991) describes a feedback/feed forward model in which performance measurement is part of the feedback/feed forward control mechanism to stimulate action and organisational learning. Fitzgerald acknowledges that many service organisations are diversified and face problems of geographical dispersion. He suggests the formation of strategic business units (SBU). An SBU is defined as 

... an operating unit which sells a distinct set of products or services to an identifiable group of customers in competition with a defined set of organisations. 

Each unit has its own performance measures (see figure).

2264_Fitzgerald Model - Performance Measures.png

Posted Date: 3/15/2013 2:39:13 AM | Location : United States







Related Discussions:- Fitzgerald model - performance measures, Assignment Help, Ask Question on Fitzgerald model - performance measures, Get Answer, Expert's Help, Fitzgerald model - performance measures Discussions

Write discussion on Fitzgerald model - performance measures
Your posts are moderated
Related Questions
Briefly describe your role as an employee of an organization in the IS field. Give examples of what you need to know about information systems and how it can help with your job per

Define the important feature of collective bargaining. The important feature of collective bargaining is give and take.

You are the project leader for organization your community's Fourth of July celebration parade this year. In previous years the parade has been well attended and a favourite commun

What do you think are the pros and cons of using a web-based appraisal systems?

Q. Define the strategic positioning by Reck and Long? The strategic positioning tool through Reck and Long: Reck and long looked at the various positions or approaches to su

Structural Adjustments - Factors Affecting Productivity Improvement Structural adjustment relates to the composition of society, the industries in which people work, fashions

Define all the Consumer Promotion Tools. Samples, contests, competition and money-refund offers, for consumers are Consumer Promotion Tools.

Explain Interface of Financial Policy and Strategic Management?

What are the activities of value chain analysis? Activities are business activities the organisation manages so as to add value for example, the product or service is worth mor

Explain d ifference between Classical Theory and Neo-Classical Theory of Organisation. Difference between Classical Theory and Neo-Classical Theory of Organisation : The c