This study implemented an information technology service management at a university and measured the effects that implementation had on customer satisfaction scores and key performance indicators (KPI). This project used industry best practices for ITSM processes, project management, and change management to implement the system. This project also…

Drawing on upper echelon theory, we investigate whether university deans' personal characteristics, including age, sex, educational background, and tenure are associated with their use of university management control systems (MCS), financial performance measures, and non-financial performance measures. We surveyed the dean of every faculty across…

This quantitative study examined the proficiency of employee SMART goal setting following the intervention of employee SMART goal setting training. Current challenges in higher education substantiate the need for employees to align their performance with the mission, vision, and strategic directions of the organization. A performance management…

Despite the popularity of planned change efforts, the failure rates of implementation are as high as 50 to 70 percent (Lewis & Seibold, 1998). While these efforts are affected by technical issues, the organizations' approach to change, structure, technological capabilities, and organizational culture and communication practices are…

The performance-driven project management program examined in this article was funded to support a variety of technical assistance efforts designed to strengthen the performance of small and medium enterprises in the Turkish Cypriot community in Cyprus. The customized program combined progressive workshops with hands-on and distance coaching by…

At the heart of most performance management systems is a reward program. However, even when we are doing everything else right, rewards can go wrong. Here, we explore five ways that external incentives can damage performance, from destroying altruistic behavior to distracting people from the task. Fortunately, most of these downfalls are…

This paper relates the "Agile School", an emerging archetype of the enterprise architecture: "Processes of Organizational Leadership" for leading and managing strategies, tactics and operations of forming in Higher Education Institutions. Agile School is a system for innovation and deep transformation of University Institutions…

We use the principal-agent model as a focal theoretical frame for synthesizing what we know, both theoretically and empirically, about the design and dynamics of the implementation of performance management systems in the public sector. In this context, we review the growing body of evidence about how performance measurement and incentive systems…

Different forms of the performance management system have been implemented in many countries for some years. As in other countries, in 1999 the government of Botswana took a decision to implement a performance management system (PMS) across the entire public service including schools. The government explained the purpose for which this reform was…

As new performance-management-related policies go from idea to implementation, policy makers and education leaders will be called upon to flesh-out what are still broad principles in many areas. This represents a significant inflection point for the teaching profession and the management of public school systems. Early decisions will determine…

In 2002 the "Council of the Great City Schools" and its members set out to develop performance measures that could be used to improve business operations in urban public school districts. The Council launched the "Performance Measurement and Benchmarking Project" to achieve these objectives. The purposes of the project was to:…

This paper reports on a study of the current state of the art in teaching assessment. The major goal of the study was to examine a sample of assessment systems and then develop a specification for a state-of the art performance assessment system to be used for human capital management functions. The authors hope was that this specification would…

Education systems all over the world, like all other organisations, have certain organisational goals that they set and wish to achieve. It is argued that for increased pupil performance, in the case of education systems, teachers must work harder and smarter. A performance system is regarded as part of the process to achieve this organisational…

The onset of the standards-based movement in education in the early 1980's, bolstered by the passing of the No Child Left Behind Act (NCLBA) of 2002, led many school districts to shift from a culture of regulatory, process-oriented compliance to one that is more results-oriented, primarily based on state-adopted summative assessment targets in…

The use of web-based software and course management systems for the delivery of online assessments in the chemistry classroom is becoming more common. IMMEX software, like other web-based software, can be used for delivering assessments and providing feedback, but differs in that it offers additional features designed to give insights and promote…