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Visualisation of Service Performance Information : Insights for Management Decisions

Jasser Al-Kassab, Zied M. Ouertani, Giovanni Schiuma & Andy Neely

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abstract A critical dimension of PMSs is the visualisation of performance information. In this paper, we propose an interpretative framework for information visualisation and address three fundamental managerial functions. A case example of a major European apparel retailer is presented in order to illustrate how the visualisation of performance information represents a communication medium, a knowledge management means, and a decision-support instrument. We find that, depending on the way performance information is shaped, communicated, and made interactive, it not only helps decision-making, but also offers a means of knowledge creation, and a route to influence behaviour through appropriate communication
   
type conference paper (English)
   
keywords information visualisation, RFID, performance measurement systems
   
name of conference 18th International Annual EurOMA Conference (Cambridge (UK))
date of conference 3-7-2011
title of proceedings Exploring interfaces
page(s) 1-10
volume / edition MCP 11
publisher Cambridge University Press (UK)
ISBN 978-1-902546-93-3
review double-blind review
   
citation Al-Kassab, J., Ouertani, Z. M., Schiuma, G., & Neely, A. (2011). Visualisation of Service Performance Information: Insights for Management Decisions. In Exploring interfaces, MCP 11, pp.1-10. UK: Cambridge University Press. - ISBN 978-1-902546-93-3.