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The successful implementation of key performance indicator system in a telecommunications company

Hassan, Shahizan and Li, Feng and Sahak, Muhammad Firdaus and Perumal, Manivannan and Ab Ghani, Mohd Yusoff (2014) The successful implementation of key performance indicator system in a telecommunications company. International Postgraduate Business Journal, 6. pp. 95-110. ISSN 2180-2459

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Despite technological advances and extensive research, system implementation failure is still the cause of concern for many business organisations.Hence these organisations could learn from many examples of success stories in the information system implementations.This paper presents a case study of the successful implementation of a KPI System called KPIS-NE, by Nada Suria Co., Ltd. The main focus would be to understand the purpose of the system, how it was developed, what is the technological infrastructure needed to implement it, and what is the impact of its implementation on the company and its employees.The system was introduced to promote a culture of performance in NS and to ensure a transparent performance appraisal. It is a secure webbased system which is accessible anywhere and anytime.The development of KPIS-NE was based on the Waterfall System Development Methodology.To ensure the system’s efficiency and eff ectiveness, KPIS-NE was pilot-tested for a period of 6 months.Upon completion, a study was conducted using interview and document analysis methods to assess the system’s success.The feedback shows that the system has garnered positive responses from the employees and the system’s owner despite the existence of several issues and challenges that need to be addressed.

Item Type: Article
Additional Information: Special Issues
Uncontrolled Keywords: KPI System, Performance Appraisal, IS Success, IT Infrastructure,IS Implementation Issues, System Development Methodology
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Prof. Dr. Shahizan Hassan
Date Deposited: 11 Jan 2015 08:40
Last Modified: 18 Apr 2016 01:01
URI: http://repo.uum.edu.my/id/eprint/12963

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