Improving the performance review process: A structured approach and case application

Jennifer A. Farris, Eileen M. van Aken, Geert Letens, Pimsinee Chearksul, Garry Coleman

Research output: Contribution to journalReview articlepeer-review

17 Scopus citations


Purpose: The purpose of this paper is to describe and illustrate an application of a structured approach to assess and improve an organization's performance measurement review process. Design/methodology/approach: This approach was implemented within an ongoing action research project in a large telecommunications organization. Assessment elements were defined based on literature review, and the assessment approach was designed based on performance excellence frameworks such as Baldrige and EFQM. Data collection included interviews, observations, and document review, and an external assessment team was used. Findings: The approach can be used to generate useful and actionable feedback for leadership to increase the effectiveness of the performance measurement review process and can also be used as a reference framework for establishing an effective performance review process initially. Originality/value: This paper provides a comprehensive yet detailed methodology for assessing the performance review process. This methodology is more targeted in scope than measurement system assessment tools emerging in the literature. Practitioners can gain specific feedback to improve the performance review process. Researchers benefit by having a more standard, structured approach for collecting and codifying detailed observations and artifacts when studying the performance review process.

Original languageEnglish
Pages (from-to)376-404
Number of pages29
JournalInternational Journal of Operations and Production Management
Issue number4
StatePublished - Mar 2011


  • Organizational performance
  • Performance measures


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