Abstract
Customers are the lifeline of software companies. Therefore, it is vital for companies to guarantee customer satisfaction and loyalty. Many research studies have been conducted on employee satisfaction and employee motivation, but these have rarely been connected to software services to customers. In this paper, we describe a case study where performance indicators were defined both from the perspective of the employees and the customers to give some indication of the quality of the services. The case study was conducted in collaboration with an international software company in Iceland where the main author of this paper is an employee. The main results show that the employees agreed that the performance indicators were positive and motivating. The main contribution of the project is in the form of key performance indicators that the employees will hopefully use in the future. The results of the project can be used by other IT professionals that want to define performance indicators for their services from the joint perspective of the customers and the employees.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Zeithaml, V., Bitner, M.: Services Marketing, McGraw-Hill Series in Marketing. McGraw-Hill (1996)
Drucker, P.: The Practice of Management. Harper & Row (1954)
Behn, R.D.: Why measure performance? Different purposes require different measures. Public Adm. Rev. 63(5), 586–606 (2003)
Kaplan, R.S., Norton, D.P.: The balanced scorecard: measures that drive performance. Harv. Bus. Rev. 83(7), 172 (2005)
Niven, P.: Balanced Scorecard Step-by-Step: Maximizing Performance and Maintaining Results. Wiley (2002)
Kaplan, R., Norton, D.I.: Books: 24x7, The Balanced Scorecard: Translating Strategy Into Action, BusinessPro Collection. Harvard Business School Press (1996)
Robbins S., Judge, T.: Organizational Behavior. Pearson (2015)
Ryan, M., Deci, E.L.: Intrinsic and extrinsic motivations: classic definitions and new directions. Contemp. Educ. Psychol. 25(1), 54–67 (2000)
Jones, G., George, J.: Contemporary Management. McGraw-Hill (2018)
Berry, L.: On Great Service: A Framework for Action. Simon & Schuster (1995). ISBN: 9781439105269
Carrig, K., Wright, P.M.: Building Profit Through Building People: Making Your Workforce the Strongest Link in the Value-profit Chain, Human Resource Management Online. Society for Human Resource (2006). ISBN: 9781586440695
Vilhjálmsdóttir, A.: Work-related motivation: what motivates people at work? Masters thesis, University of Iceland, Reykjavík, IS (2010)
Halldórsdóttir, S.: Employee motivation in three branches of Íslandsbanki. Bachelor thesis, University of Iceland, Reykjavík, IS (2014)
Pétursdóttir, A.: Job satisfaction - main influencing factors on employees. Masters thesis, University of Iceland, Reykjavík, IS (2018)
Parmenter, D.: Key Performance Indicators (KPI): Develo**, Implementing, and Using Winning KPIs. Wiley (2010)
Burkholder, N., Goals, S., Shapiro, J.: Ultimate Performance: Measuring Human Resources at Work. Wiley (2007). ISBN: 9780470130551
Warren. J.: Key Performance Indicators (KPIS): Define and act (2019). https://content.atinternet.com/white-paper-kpis-define-and-act/
Marr, B.: What Is A KPI? https://www.bernardmarr.com/default.asp?contentID=762
Oxford University Press (OUP). Lexico.com Online Dictionary (2019). https://www.lexico.com/en/definition/service
Fitzsimmons, J., Fitzsimmons, M., Bordoloi, S.: Service Management: Operations, Strategy, Information Technology, McGraw-Hill/Irwin Series Operations. McGraw-Hill (2014)
Nielsen, J., Loranger, H.: Prioritizing Web Usability, Voices That Matter. Pearson Education (2006). ISBN: 9780132798150
ISO – International Standardization Office: Ergonomics of human-system interaction – Part 210: Human-centred design process for interactive systems, International Organization for Standardization, Geneva, Switzerland, Standard (2019)
Schaffer, E.: Institutionalization of Usability: A Step-by-step Guide. Addison Wesley (2004)
Stake, R.: The Art of Case Study Research. SAGE Publications (1995). ISBN: 9780803957671
Hancock, D., Algozzine, B.: Doing Case Study Research: A Practical Guide for Beginning Researchers. Teachers College Press (2017). ISBN: 9780807775554
Lazar, J., Feng, J., Hochheiser, H.: Research Methods in Human-Computer Interaction. Wiley (2010). ISBN: 9780470723371
Yin, R.: Case Study Research: Design and Methods, Applied Social Research Methods. SAGE Publications (2009). ISBN: 9781412960991
Jóhannsdóttir, Þ.J.: Case Studies (2009). http://mennta.hi.is/vefir/ust/tjona/tilviksrann.htm
Acknowledgement
First and foremost, the authors gratefully thank the participants for their time, interest, and valuable answers to the research questions.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2024 IFIP International Federation for Information Processing
About this paper
Cite this paper
Lárusdóttir, M., Guðmundsdóttir, G.L. (2024). Defining Software Company’s KPIs from Customers’ and Employees’ Perspectives. In: Lárusdóttir, M.K., Naqvi, B., Bernhaupt, R., Ardito, C., Sauer, S. (eds) Human-Centered Software Engineering. HCSE 2024. Lecture Notes in Computer Science, vol 14793. Springer, Cham. https://doi.org/10.1007/978-3-031-64576-1_8
Download citation
DOI: https://doi.org/10.1007/978-3-031-64576-1_8
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-64575-4
Online ISBN: 978-3-031-64576-1
eBook Packages: Computer ScienceComputer Science (R0)