A Two Dimensional Performance Measurement Approach for Modeling Technological Strategic Decisions in Organisations

There is always a concern among strategic managers working in the technological areas of services and applications of how to satisfy their customers and users for the benefit of their organisations. This may be a challenge that they have to consider however it may be a limited focus. The more challenging is how to integrate a missing dimension that may be overlooked. This dimension is the level of satisfaction of their employees who design, develop and implement these needed technologies that the customer will benefit from. It is, though, that strategic managers need to focus on the satisfaction level that their technological employees require to produce a high value technological service. Thus in order to achieve a high competitive advantage technological organisations strategic managers have to focus on achieving a balance between their customers' satisfaction and their technological employees' satisfaction and in the same time define long term technological strategies that achieve this goal and ultimately reach a continuous win-win situation between both dimensions. This paper suggests the design and implementation of a two dimensional performance measurement approach based on satisfying the needs of the technological employees (Es), as the internal dimension of the organisation, and the customers and technology users (Cs), as the external dimension, and shows its impact on modeling and selecting the appropriate performance technological strategic decisions in the organisation. The concept used in this performance approach employs the multi criteria Simple Multi-Attribute Rating Technique [SMART] as a multi decision making modeling technique. This technique is applied in a case study for improving the technological strategic decisions and performance measurement of a manufacturing company operating in the middle east region.