影响绩效评估及系统管理因素[文献翻译]

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1、本科毕业论文（设计）外文翻译外文出处ManagementServices外文作者VeronicaMartinez,MikeKennerley,RichardHarpleyRichardWakelen,KathyHart,JamesWebb原文：ImpactofPerformanceMeasurementandManagementSystemsVeronicaMartinez,MikeKennerley,RichardHarpley,RichardWakelen,KathyHart,JamesWebbTheexternaleffectsofPMS–really,downstreami

2、mpacts–arereflectedincustomers’satisfaction,companyreputation,plusregulators’andlocalcouncils’satisfaction.EDFEnergy’sExternaleffectsofPMSOuranalysisshowsthatPMSimprovedEDFEnergycustomers’perception.MonthsafterthePMSimplementation,servicetrendsshowthatcustomersnoticethedifferenceinservicedeliv

3、ery.Insomeareas,complaintlettersdecreasedandcommendatorylettersincreased.Consequently,PMShasimprovedEDFEnergy’sreputationandimageamonginstitutionsandcompetitors.Forexample,takethecommentfromaDTImanagerthat:“theDTIregardsEDFEnergyasacompanywhichhasmovedonfromthetraditionalwayenergycompaniesoper

4、atetoabusinessfocusedonserviceperformance.”Despitesomeotherresearchers’findingsj,ourresearchshowsthatitisextremelydifficulttoisolatethefinancialimpactofPMSfromotherconcurrentmanagementinitiatives.OuranalysisoftheeffectofPMSonEDFEnergy’sprofitabilitydidnotshowanyclearpatternsofar.Thelogicmights

5、uggestthatEDFEnergyshouldhaveimproveditsprofitabilitybyenhancingproductivity,customers’satisfactionandcorporatereputationasaresultoftheuseofPMS;however,thehard(financial)evidencedoesnotconvincinglysupportthispropositionyet.However,thevastmajorityofintervieweesbelievepositivefinancialeffectswil

6、lcomethroughwithinthenextthreetofouryears.EarlydatashowsthatPMShashadsomebenefitsonstakeholderrelationships.Inparticular,citycouncilsandcontractorsaremoreresponsiveabouttheexpectationsofdifferentpartiesinrelationtoEDFEnergycontracts;andperformancecommunicationisconsideredtobemoreeffective.Fore

7、xample,amanagerexplainedthatasaresultofajointscorecardwithacitycouncil,EDFEnergynowhasaclearerideaofthecitycouncil’sparticularprioritiesforrestoringtheserviceintheeventofasupplyfault.NegativeEffectsofPMSinEDFEnergy’sPerformance:TheProbl