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Title: Measuring maintenance performance : a holistic approach
Authors: Tsang, AHC
Jardine, AKS
Kolodny, H
Issue Date: 1999
Source: International journal of operations and production management, 1999, v. 19, no. 7, p. 691-715
Abstract: Performance measures should be linked to an organization's strategy in order to provide useful information for making effective decisions and shaping desirable employee behaviour. The pitfalls relating to the indiscriminate use of common maintenance performance indicators are discussed in this paper. It also reviews four approaches to maintenance performance measures. The value-based performance measure evaluates the impact of maintenance activities on the future value of the organization. The Balanced Scorecard (BSC) provides a framework for translating strategy into operational measures that collectively capture the critical requirements for sustaining the organization's success. System audits are the tool for measuring organizational culture, which in turn determines the appropriate approach to the organization of maintenance functions. The operational efficiency of an organization's maintenance function can be benchmarked with those of its counterparts in other organizations by using Data Envelopment Analysis (DEA). Among these approaches, the one which builds on the BSC embraces the design principles of a good performance measurement system. To smooth the adoption of the BSC approach to managing maintenance operations, a related research agenda is proposed in the concluding section.
Keywords: Decision making
Performance measurement
Publisher: Emerald Group Publishing Limited
Journal: International journal of operations and production management 
ISSN: 0144-3577
EISSN: 1758-6593
DOI: 10.1108/01443579910271674
Rights: © MCB UP Limited 1999
The following publication Tsang, A. H., Jardine, A. K., & Kolodny, H. (1999). Measuring maintenance performance: a holistic approach. International Journal of Operations & Production Management, 19(7), 691-715. is published by MCB UP Ltd and is available at
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