BENCHMARK – Questions – Management Research

C

Country

1

What best describes what happens at your firm when a problem in the production process arises?

Examples: Finding a quality defect in a service, product, or a piece of equipment breaks down.

We fixed it but did not take further action

We fixed it and took action to make sure that it did not happen again

We fixed it and took action to make sure that it did not happen again, and had a continuous improvement process to anticipate problems like these in advance

No action was taken

2

How many key performance indicators are monitored in your firm?

Examples: Metrics on service quality, customer satisfaction, production, cost, waste, quality, inventory, and absenteeism

1-2 key performance indicators

3-9 key performance indicators

10 or more key performance indicators

No key performance indicators

3

How frequently are key performance indicators typically reviewed by managers at your firm?

Yearly

Quarterly

Monthly

Weekly

Daily

Hourly or more frequently

Never

4

How frequently are key performance indicators typically reviewed by non-managers at your firm?

Yearly

Quarterly

Monthly

Weekly

Daily

Hourly or more frequently

Never

5

Where are display boards showing service quality, output and other key performance indicators located in your firm?

All display boards were located in one place (e.g. in the store back office or at the end of the production line)

Display boards were located in multiple places (e.g. at multiple places in the store or establishment)

We did not have any display boards

6

What best describes the time frame of operational targets at your firm?

Examples of operational targets are: customer satisfaction, wait-times, production, quality, efficiency, on-time delivery.

Main focus was on short-term (less than one year) targets

Main focus was on long-term (more than one year) targets

Combination of short-term and long-term targets

No targets

7

How easy or difficult is it in your firm for people to typically achieve their operational targets?

Possible to achieve without much effort

Possible to achieve with some effort

Possible to achieve with normal amount of effort

Possible to achieve with more than normal effort

Only possible to achieve with extraordinary effort

8

Who was aware of the operational targets at your firm?

Only senior managers

Most managers and some workers

Most managers and most workers

All managers and most workers

9

What are non-managers’ performance bonuses usually based on in your firm?

Their own performance

Their team or shift performance

Their local establishment or branch's performance

Their entire company's performance

No performance bonuses

10

When targets are met, what percent of non-managers received performance bonuses?

0%

1-33%

34-66%

67-99%

100%

Targets not met

11

What were managers’ performance bonuses usually based on in your firm?

Their own performance

Their team or shift performance

Their local establishment or branch's performance

Their entire company's performance

No performance bonuses

12

When production targets are met, what percent of managers at your firm received performance bonuses?

0%

1-33%

34-66%

67-99%

100%

Targets not met

13

What is the primary way non-managers are promoted in your firm?

Promotions are based solely on performance and ability

Promotions are based partly on performance and ability, and partly on other factors (for example, tenure or family connections)

Promotions are based mainly on factors other than performance and ability (for example, tenure or family connections)

Non-managers are normally not promoted

14

What is the primary way managers are promoted in your firm?

Promotions are based solely on performance and ability

Promotions are based partly on performance and ability, and partly on other factors (for example, tenure or family connections)

Promotions are based mainly on factors other than performance and ability (for example, tenure or family connections)

Managers are normally not promoted

15

When is an under-performing non-manager usually reassigned or dismissed?

Within 6 months of identifying non-manager under-performance

After 6 months of identifying non-manager under-performance

Rarely or never

16

When is an under-performing manager usually reassigned or dismissed?

Within 6 months of identifying manager under-performance

After 6 months of identifying manager under-performance

Rarely or never