Development of sustainable Key Performance Indicator (KPI) monitoring and control system using viable system model

Abstract

Key Performance Indicator (KPI) delivery process is needed in the measurement of staff improvement and productivity in all types of organization as a feedback process. If the KPI delivery process is disrupted or destroyed, then generally the strategic goals of an organization are likely to fail. Organization such as the Institution of Higher Learning (IHL) contains hundreds of staff at different levels, categories and designations. In the IHL, scholarly publication is one of the key performance index set by the management to their academic staffs. All academic staffs of an IHL are involved in the KPI delivery process within their organization in order to ensure staff achieve their KPI targets. However, with different levels, categories and designations of academic staffs, the management encounters difficulties in delivering and monitoring staffs’ achievement and performance. This paper discusses the use of Viable System Model as diagnostic tool to analyze the KPI Delivery Process of scholarly publication by academic staffs in the Institution of Higher Learning. Using this model, the organizational analysis was done by selecting one IHL as case study and separated it into meta-system and sub-system during the analysis. The results of the diagnostic were then used to develop a sustainable framework for the development of Sustainable Key Performance Indicator Monitoring and Control System. The main capability highlighted by this system is sustainable feedback features. The use of the ICT based system for monitoring and controlling the KPI delivery process is aim at ensuring the academic staff achieves their target KPI set by their management and support their organization’s mission, vision and strategic goals .