Local environment as a pitfall in the performance measurement of multi-site operations

The purpose of this paper is to disseminate an empirical observation that the external environment influences the data from performance metrics in a multi-site field service setting. The observation is made from real performance measurement data from 29 local units of a machinery manufacturer. We propose that the heterogeneity of local environments increases Type I and Type II errors in evaluating performance against targets and reduces the comparability of local units. These findings imply distortions in the managerial control effect of performance measurement and in decision making on interventions and improvements. As a practical implication, this study emphasizes the need for contextual understanding in the proper use of performance measurement numbers.