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Q. Explain Dimensional performance matrix?
The 6-dimensional performance matrix
Similar to the balanced scorecard, Fitzgerald (1991) created a 6 dimensional performance matrix, initially for service industries. Like the balanced scorecard both financial as well as non-financial measures can be applied. This model is also referred to as the results (financial and competitive dimensions) and determinants (quality of service, flexibility, and resource utilisation and innovation dimensions) framework, 'results' are linked to internal business processes which are the 'determinants'.
Results
Determinants
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The provision of services or products that offer advantages different from those of competitors and that are widely valued by purchasers.
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