Performance measurement of workplace change: in two different cultural contexts

摘要

Nowadays, organisations must cope with the pressure of cost reduction and efficiency in order to succeed in a highly competitive business environment. However, drivers to improve social interaction and employee’s performance and as such to contribute to organisational goals and objectives make it necessary to be concerned with other performance criteria as well, such as effectiveness, flexibility, employee satisfaction, productivity and creativity. There is a growing need for performance management and performance measurement that not only covers all aspects of an organisation, but which can be applied to various situations in a changing internal and external environment. Performance measurement methods which include an integrated perspective of performance have become essential. In addition, it has been realised that corporate real estate can contribute to organisational performance (Nourse and Roulac, 1993, De Vries et al., 2008, Lindholm, 2008, Den Heijer, 2011, Jensen et al., 2012). For this reason, worldwide organisations started to implement new ways of working in a more open and flexible work environment. Although there are various objectives and drivers of workplace change, the common objectives are to reduce costs and to increase efficiency. The changing organisational and external contexts, such as the increasing demand for talented knowledge workers and changing work patterns, have led to the development of new offices that can promote social networks and interaction among employees. The new workplace does not only aim at achieving cost efficiency, but it should also support employee satisfaction and productivity. This PhD research focuses on both themes i.e. performance measurement of workplace change. The aim of this research is to provide a conceptual framework that visualises the impact of workplace change on employees’ responses to the new work environment and to present guidelines on performance measurement of workplace change in different contexts. Two organisations in Thailand and one organisation in The Netherlands were selected to serve as case studies. The impact of culture was explored as a contextual background. Research methods Based on literature review an overview of performance measurement systems and measures has been developed. The list of corporate real estate performance measures has been classified in six categories according to Bradley (2002) and subsequently compared with the findings from the case studies. The six categories include: 1) stakeholder perception, 2) financial health, 3) organisational development, 4) productivity, 5) environmental responsibility and 6) cost efficiency. The impact of workplace change was examined using the work environment diagnosis instrument (WODI) questionnaire which evaluates employees’ responses to the changed work environment in three areas: employee satisfaction, perceived productivity support and prioritised aspects (Maarleveld, et al., 2009). The Organisational Culture Assessment Instrument (OCAI; Cameron and Quinn, 2006) was used to assess organisational culture. National culture was measured by using the Value Survey Module 94 (VSM94; Hofstede, 1997). Research findings The conceptual framework that came to the fore from the literature review showed to be useful for both theoretical understanding of performance measurement and practical applications. Proposed performance measures have been applied in all three case studies but in different ways. The three case studies showed that performance measurement of an organisation is multi-dimensional. It includes several performance criteria and performance measures beyond cost efficiency. All seven performance criteria mentioned by Sink and Tuttle (1989) have been applied in all three cases including effectiveness, efficiency, quality, productivity, quality of worklife, innovation and profitability. The four perspectives of the Balanced Scorecard (financial, customer, internal business process, learning & growth) are applied in all three cases as well, with different points of focus regarding their business types. The corporate real estate performance measures found in the case studies and classified in the six categories can be aligned with most of the areas of the added value of CREM in the literature and can also be viewed as value dimensions. In all three cases, the performance measures related to human resource management were focused on the occupiers having been provided with an office environment that enables employees to increase their productivity. The findings show that organisation and workplace change characteristics have an influence on the satisfaction of employees. The physical characteristics of workplace change that have influenced different degrees of employee satisfaction include location, building grade, architectural design, workplace concept and supporting facilities. The findings also show a negative impact of workplace design on perceived productivity suppo