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How Are Organizational Measures Really Used?

Summary: [This abstract is based on the authors' abstract.]Multiple theoretical perspectives and multiple methods are used to study how organizational measures are used. The study involves one unit of an international information services corporation that was implementing two systems, a customer service database and a document-imaging system, designed to help the unit meet contracted performance measures. Results found that paradoxical uses and consequences of measure occurred, there were gaps between intentions and consequences of measures, there were differences in the extent to which measurement philosophies and procedures were presented and shared, and there was little effort to obtain double-loop learning about measurement activities themselves.

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  • Topics: Quality Management
  • Keywords: Critical thinking,Measurement,Organizational improvement initiatives,Organizational learning,Quality management (QM),Surveys,Case study
  • Author: Lehr, Jennifer K.; Rice, Ronald E.
  • Journal: Quality Management Journal