JEFMS Journal

ABSTRACT:

Measuring performance becomes a key issue in both academia and business, as organizations are challenged to obtain efficient and effective outcomes. This research explores the effectiveness of current PMSs in QSR chains. This research also identifies best practices and proposes a set of recommendations for QSR chains enabling them to enhance their management practices towards the proper use of PMSs to achieve their strategic plan and accomplish their objectives. To achieve this aim a self-administrated questionnaire was directed to a random sample of restaurant managers in the investigated QSR chains. A number of 200 forms was distributed, among them 124 forms (62%) were completed and valid for analysis. The major findings showed that the BSC and the KPIs systems are widely used by QSR chains and those were classified as systems that can be easily adapted to service organizations. Moreover, the results showed that the major barrier for implementing the PMS in QSR chains is the lack of employee and management support.

KEYWORDS:

Performance measurement systems (PMSs), performance measurement (PM), quick service restaurants (QSRs),balanced scorecard (BSC).

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