2023

Holopainen Mira; Saunila Minna; Ukko Juhani

This study examined the order-to-delivery (OTD) process that employ real-time performance measurement based on digital visualization (DV). It was performed as a longitudinal case study using the design science approach. The case company delivers customized technology solutions to its customers, with a specific focus on the OTD process of maintenance services. DV, it was found, is a powerful tool capable of enhancing the performance measurement of the OTD process. Determining the focal points that DV-based real-time performance measurement focuses on facilitates the implementation of the performance implications of the process. Further, these performance implications are the result of an appropriate interplay between real-time performance measurement and DV. The study addresses the voice of workers to avoid possible bias concerning the views of management or the limited visibility of certain areas of the company. This study is among the first to examine performance measurement that uses novel technologies to enhance decision-making.