Performance management in Organizational teams; Development of a team performance framework for an Industrial context based on Balance Scorecard

Abstract

A significant challenge in most start-up companies, such as Huddly, particularly in the support team is that performance metrics, and indicators are not fully defined, developed and implemented. The organization has an informal and unclear team performance management where performance assessment and measurements are not strategically set in place which is essential in creating customer value proposition. Therefore, there is an apparent difficulty in providing the visibility of goals and objectives set across the Huddly Support team.

In this master thesis, it highlights the technique used in building performance management framework. It specifies drivers of performance impact analysis and how performance management framework could be a recommended solution that will help to meet that performance challenges. The technique developed through a rigorous and stepwise development process collaborated with the start-up company, Huddly.

The analysis procedure was based on the conducted status review of the operational improvement potentials of pertinent issues around the relevance of the model. The technique started by setting the scene by defining objectives and strategy. With the correct approach to objectives and strategy, the organization can provide a more focused perspective on the overall customer support control systems. An extensive state-of-the-art literature review was also undertaken to structure a theoretical causal map extracted from different industrial perspectives. To illustrate the applicability of the proposed performance management framework, the researcher made use of the strategy map and identified key performance indicators (KPI) in the different perspectives.

The researcher developed a creative solution to performance management framework based on the most eminent model being the Balanced Scorecard approach. The researcher defined a template/scorecard for performance impact analysis. It aimed to review and analyze the conceptualizations of the four perspectives of the Balanced Scorecard model and key performance indicators (KPI). It highlights the importance of performance management through assessment and measurement to achieve successful organizational management procedures from planning to implementation. Through this research project, it confirms that there is indeed a need for performance scorecard for start-up companies such as Huddly where the understanding of the different perspectives of the performance scorecard model is critical.