University of Twente Student Theses

Login

Participatory KPI development and departmental learning in a Dutch Shared Service Center: in the struggle towards becoming a learning type of organization

Veerbeek, P. (2010) Participatory KPI development and departmental learning in a Dutch Shared Service Center: in the struggle towards becoming a learning type of organization.

[img] PDF
2MB
Abstract:This study reports on a developmental approach in becoming a learning organization. In particular, we focus on Key Performance Indicator (KPI)-making and the development of organizational learning as components of continuous improvement. Consistent with other studies we argue that employee professionalism, balanced leadership and team trust predict employees‘ attitude towards KPIs. Furthermore we examine how these forces predict concrete learning practices. The empirical context consists of a 2-year longitudinal study in a Dutch-public shared service center in which development of organizational learning was intended among employees on the Information Center department. A project consultant facilitated an intervention to increase employees‘ attitude towards KPIs in order to add up to continuous improvement and performance improvement. Qualitative data were gathered by interviews, internal documents and action research; quantitative data were gathered from two data waves (before and after the intervention) and performance data. We found a significant improvement of KPI Attitude by involving employees in the KPI development. The project consultant was key to this improvement, while Employee Professionalism, Balanced Leadership and Team Trust did not predict KPI Attitude as was expected in this study. Although, we found that these forces did predict concrete learning practices. We found that Balanced Leadership and Team Trust explained 63% of the variance in Departmental Learning Practices, while Employee Professionalism explained 49% of Departmental Learning Practices over time. The intervention resulted in optimization of work processes and in better understanding and involvement of KPIs by employees. Subsequently this resulted in improved departmental performance.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:https://purl.utwente.nl/essays/60067
Export this item as:BibTeX
EndNote
HTML Citation
Reference Manager

 

Repository Staff Only: item control page