The role of behavioural factors in the successful implementation and use of Performance Management Systems

This paper received the Highly Commended Paper award at the Third International Performance Measurement & Management Conference, held in July in Boston, USA. The paper is a summary of the first part of the book Quest for Balance (John Wiley & Sons, 2002).

The paper examines the role behavioral factors play in the successful implementation and use of performance management systems that are based on critical success factors, key performance indicators and the balanced scorecard. Case study research was performed which identified 18 individual behavioral factors to be important. The research also showed that the use stage in a systems implementation project has to be performed well in order to assure a regularly used performance management system.