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Fitzgerald Model - Performance Measures
The Fitzgerald model is a performance measurement system specifically for service industry. Fitzgerald (1991) describes a feedback/feed forward model in which performance measurement is part of the feedback/feed forward control mechanism to stimulate action and organisational learning. Fitzgerald acknowledges that many service organisations are diversified and face problems of geographical dispersion. He suggests the formation of strategic business units (SBU). An SBU is defined as
... an operating unit which sells a distinct set of products or services to an identifiable group of customers in competition with a defined set of organisations.
Each unit has its own performance measures (see figure).
1) Which purposes of performance management did the appraisals described in this case fulfil? Which purposes did they not fulfil? 2) How can managers and HR departments minimize th
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what are the factors that affect the mrp?
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Information is so important that owning one could be the sole deciding factor in gaining advantage or winning, may it be in academics or market share. Acquiring information is not
Identify and discuss five differences between service and manufacturing organizations.
1. Using the terms from this chapter, how would you characterize the teams at ICU Medical Inc.? What are some advantages and disadvantages of giving teams a lot of autonomy to make
With regard to the question of team size (i.e., how big the team should be), all of the following are true, except: a. Most of the time, teams should be fewer than 10 members b. Ma
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