Abstract :

As the market competition for ICT products and services for businesses continues to increase, ICT B2B companies are expected to improve their performance in order to win market share. Design and implementation of Performance Management Systems (PMS) are essential components of management control systems for providing the best business solutions. This research proposes a modification of the Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) and Knowledge-Based Performance Management System (KBPMS) frameworks for ICT B2B, given that MBCfPE is utilized for assessing performance excellence in SOEs. The design of the framework incorporates three perspectives: organizational results, internal process, and resource capabilities. According to the research, there are a total of x performance indicators. Using correlation analysis of historical performance indicators to determine the relationship between indicators. The weighting of the performance indicators is based on the scoring reference from MBCfPE. Therefore, the modification of KBPMS design with MBCfPE-based scoring provides an excellent depiction of the performance of B2B ICT at Indonesian SOEs.

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Keywords :

Knowledge-Based Performance Management System, Malcolm Baldrige Criteria for Performance Excellence, Performance Management System, Performance Measurement System

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