Measuring the performance of the technology intelligence process

This participative case study involved the design of a performance measurement system for a technology intelligence group in a commercially–oriented, public sector firm. The system uses several numerical measures to capture the group's accomplishments and integrates these by a combination of fixed weights and an efficient frontier. Qualitative performance information is added in the form of an accomplishment report. Inputs are not measured since they are virtually invariant, and environmental factors are not measured since the most important of them are incapable of quantification. Instead, the effects of environmental factors are captured in a situation report. The study revealed a diversity of motives for performance measurement that went beyond a simple wish to improve performance: in particular, the motive to improve external perceptions. Once the group's activities become properly established it is intended to add non–reportable behavioural measures to the system.