This article purports to investigate the relationship – in an empirical way – between the various key performance indicators currently used for the management of call centers in Brazil and customer satisfaction. In this context, a set of call centers rendering services to a telecommunications company will be analyzed in order to verify which of their indicators are positively associated with cu...

We evaluated colonoscopic neoplastic yield (adenomas and cancers) in a rural endoscopic unit alongside several key performance indicators known to influence yield. A second aim was to compare neoplastic yield according to colonoscopic indication.Methods We retrospectively audited 371 colonoscopies (163 male, 208 female) undertaken over six months (2007-2008) at the Mersey Hospital, Tasmania.Res...

Measuring intellectual capital is on the agenda of most 21st century organisations. This paper takes a knowledge-based view of the firm and discusses the importance of measuring organizational knowledge assets. Knowledge assets underpin capabilities and core competencies of any organisation. Therefore, they play a key strategic role and need to be measured. This paper reviews the existing appro...

Knowledge represents humans’ perception about solving problems in association with their environments. It is a powerful foundation for creating personal and organizational competitive advantage, and therefore enterprises must strive to effectively utilize knowledge for creating value and achieving business objectives. The approaches of management performance measurement developed previously wer...

This paper aims to explore the performance alignment in collaborative network environments. It has been stated that performance management based on data collection and the evaluation of key performance indicators (KPIs) may not be effective due to the different indicators and measurement systems in place for the various participants in a collaborative network (CN). Therefore, measuring the stra...

Colonoscopy should be delivered by endoscopists performing high quality procedures. The British Society of Gastroenterology, the UK Joint Advisory Group on GI Endoscopy, and the Association of Coloproctology of Great Britain and Ireland have developed quality assurance measures and key performance indicators for the delivery of colonoscopy within the UK. This document sets minimal standards for...

Colonoscopy is a widely performed procedure with procedural volumes increasing annually throughout the world. Many procedures are now performed as part of colorectal cancer screening programmes. Colonoscopy should be of high quality and measures of this quality should be evidence based. New UK key performance indicators and quality assurance standards have been developed by a working group with...

This paper describes the main functionalities of an ontologybased data explorer for Key Performance Indicators (KPI), aimed to support users in the extraction of KPI values from a shared repository. Data produced by partners of a Virtual Enterprise are semantically annotated through a domain ontology in which KPIs are described together with their mathematical formulas. Based on this model and ...

The paper describes a continuous monitoring methodology in an environment with multiple cues indicative of fraud and errors. A case study describes an application by a restaurant franchisor on the monthly sales numbers reported by franchisees. The system scores each restaurant based on variables judged to be possible indicators of fraud or errors in the monthly sales reports. The variables are ...

OBJECTIVES The aim of this paper is to describe the development and technical specifications of a framework and national key performance indicators (KPIs) for Australian mental health Court Liaison Services (CLSs) by the National Mental Health Court Liaison Performance Working Group (Working Group). METHODS Representatives from each Australian State and Territory were invited to form a Workin...