Student Archive | MSc Student Research Project | January-June 2024
Kuk Chhour, Student, Master of Science in Accounting and Finance, CamEd Business School
ABSTRACT
Performance measure is the adoption, implementation, and monitoring of key performance indicators (KPIs) to meet the firm’s aims, long-term goals, objectives, and/or mission statement. Numerous books, academic articles, research journals have been written about performance measurement, yet very few had focus specifically on service organizations in Cambodia. The purpose of this research is to examine the behavior of local service enterprise that use KPIs as part of their firms’ performance measurement. Performance measurement models such as Balanced Scorecard, Performance Pyramid, and Building Block Model form the foundation of how KPIs are set up. This paper draws a comparison between academic literatures and real-life examples of how Cambodian service firms used KPI for enterprise development. Local firms either set up their KPIs in house or borrow KPIs from its headquarter and adjust them to reflex local contexts. These organizations all have issues with KPIs, citing that some KPIs were too hard to achieve, while others might produce negative behavior if employees were excessively focus on them. Despite all these issues, only 12% of the research participants reported that KPIs adoption process was difficult to understand, and the majority of the them were satisfied with their firms performance measurement.
Keywords: performance measurement, key performance indicator(s), balanced scorecard, performance pyramid, building block model, Cambodian service enterprise.
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