PMA - Performance Management Association
From July 11th to 13th 2012 around 200 academics and practitioners gathered at Cambridge University for the 8th biennial conference of the Performance Management Association. Prof. Sandt paper (see also Working Papers IUBH) was entitled: “The impact of performance measurement in a service factory - How performance measurement impacted employee behaviour and performance of the housekeeping operations of a British luxury hotel. “
The paper was drawn up in collaboration with Christoph Hoffmann while he was working as Housekeeping Manager at the Park Plaza Westminster Bridge Hotel in London, one of the largest Hotels in Europe. Christoph Hoffmann, a graduate of the IUBH, is in the meantime Academic Practitioner at the Edge Hotel School in Colchester, UK.
The paper discusses and explains the impact of various control systems on the behaviour and performance of employees. The initial situation and the changes were analyzed using a management concept developed by the American scientist Kenneth A. Merchant. The author of this concept – the famous US scientist Kenneth A. Merchant of the University of Southern California – was also at the conference and participated in the discussion of the research results presented by Prof. Sandt and Mr. Hoffmann.
The acceptance and presentation of this paper underscores IUBH’s commitment to combine science with practice. Based on this paper a case study will be developed and used as teaching material in the Master in International Management study programme.