Track: Supply Chain Management

Abstract

Performance measurement is the ability to understand current performance conditions, evaluate and create a continuous improvement. The performance measurement system needs to be designed from 3 different views which are company business process operations, industry characteristics, and the stakeholders view which have the authority in executive’s decisions. In the study case, the fast-food restaurant franchise stands between 2 characteristics of industry. They are service and retail industry. The research objective is to design the performance measurement system based on the SCOR process model framework which could accommodate the characteristics of the company and the vision of the stakeholders. The researcher had selected metrics that are made of a comprehensive literature study and validated the suitable metric through the panelist. Later, the metrics will face Analytical Hierarchy Processing with the company’s stakeholders to find the importance level of each metric. The result is the performance system designs with 5 metrics at process level, 13 attributes at the 2^nd level, and 34 metrics at the 3^rd level.