A study to determine performance measures in high performance service organizations

Abstract

The competitive situation facing independents in the textile rental services industry is both challenging and exciting with competitive cost advantages, limited financial resources and in some respects a business mindset that the industry giants control the independent’s future. There also exists a current shift in business today, that doing business with large national service based companies reduces a sense of trust, honesty and above all integrity. The intent of this research is to provide the association of network independents in the textile services industry a glimpse into the competitive advantages of becoming a High Performance Organization. Traits and attributes of high performance companies were researched and noted. A survey instrument to measure the association member’s level of understanding and practices that define a high performance organization was developed and administered, based on the research and review of literature focusing on high performance measures and systems. The review of literature consistently talked of the values of team-based work, creating learning environments and respect for the opinions and judgements of the employee. The research also focused on soft performance measures that indirectly drive financial indicators such as growth, return on investment and profitability. Independent textile services companies have a great advantage in their ability to provide extreme value in service offerings through highly skilled, motivated and dedicated employees. Developing their business model using the traits and attributes of a High Performance Service Organization will help these companies thrive in a mature and highly competitive industry.