Table 1 Operational performance... | Emerald Publishing

Table 1

Operational performance indicators and tools

Manufacturing industries
Indicator	Tools for fulfilling indicators	References
Cost	5S, VSM, SPC, FMEA	Chiarini (2020), Alzoubi et al. (2022), Bakhtiar et al. (2023), Antony et al. (2023), Lina (2022), Marcos and Coelho (2022), Moktader et al. (2020), Adesina and Lyelolu (2024), Palumbo et al. (2021), Werner et al. (2021)
Quality	FMEA, TQM, ISO 9001
Time	JIT, SMED, VSM, real-time tracking and scheduling
Productivity	5S, TPM, Kaizen
Flexibility and resilience	Reconfigurable processes, Kanban, FMEA, Supplier quality monitoring, People-centric quality culture
Innovation	Quality circles, Q4.0 tools, Design FMEA, QFD

Manufacturing industries
Indicator	Tools for fulfilling indicators	References
Cost	5S, VSM, SPC, FMEA	Chiarini (2020), Alzoubi et al. (2022), Bakhtiar et al. (2023), Antony et al. (2023), Lina (2022), Marcos and Coelho (2022), Moktader et al. (2020), Adesina and Lyelolu (2024), Palumbo et al. (2021), Werner et al. (2021)
Quality	FMEA, TQM, ISO 9001
Time	JIT, SMED, VSM, real-time tracking and scheduling
Productivity	5S, TPM, Kaizen
Flexibility and resilience	Reconfigurable processes, Kanban, FMEA, Supplier quality monitoring, People-centric quality culture
Innovation	Quality circles, Q4.0 tools, Design FMEA, QFD

Service industries
Indicator	Tools for fulfilling indicators	References
Customer satisfaction and acquisition	Surveys, Net Promoter Score, Root cause analysis, A service culture that prioritizes customer feedback	Parast and Safari (2022), Fulp (2018), Ivars-Baidal et al. (2021), Buer et al. (2021), Stylos et al. (2021), Aalders (2023)
Accessibility	Inclusive service design, Regular accessibility audits
Service quality	Service blueprints, Responsiveness, Empathy, Employee empowerment

Service industries
Indicator	Tools for fulfilling indicators	References
Customer satisfaction and acquisition	Surveys, Net Promoter Score, Root cause analysis, A service culture that prioritizes customer feedback	Parast and Safari (2022), Fulp (2018), Ivars-Baidal et al. (2021), Buer et al. (2021), Stylos et al. (2021), Aalders (2023)
Accessibility	Inclusive service design, Regular accessibility audits
Service quality	Service blueprints, Responsiveness, Empathy, Employee empowerment

Source(s): Authors’ own work