To review the key facets of a performance measurement system (PMS) and report on the development of a new model based on the European Foundation of Quality Management (EFQM) excellence model.
The research involved detailed literature reviews and action research within the case study organisation. It involved the design of an integrated business improvement system (IBIS) that enables proactive performance measurement within an organisation.
Key performance indicators (KPIs) are now widely used in the construction industry but there is little evidence that they are being used as an integral and systematic part of an overall PMS. The approach proposed here and encapsulated in IBIS is intended to improve current practice.
The research found that the active engagement of both senior management and potential end‐users is vital for the successful design and implementation of a PMS.
The novelty of the paper lies in the detailed description of the stages followed in the development of the IBIS, and the model itself. It will be of value to researchers and business improvement managers both within and outside the construction industry
