Document Type : Research Paper
Authors
Abstract
Up to now, many efforts have been done for creation of an enterprise
performance measurement model by researchers and organization,
nevertheless the problem is neglected performance value. The
performance of functional and processes should be seen in organization
at the same time. In this study retrospective research of performance was
done and proposes a cross process/function oriented performances
measurement model. This model able to measure both values from
functional and processes performance in organization.
In order to accomplish this, in the first step all process and functions in
pharmaceutical industry were established according to literature review.
The second step was field study with help of experts to find the most
effective processes and functions. This is followed by define key factors
and critical success factor with respect to every process or function from
past researches.
Keywords
1. دستورالعملهای اداره دارو، 1389 ، مقررات امور پزشکی و دارویی و مواد خوردنی و آشامیدنی
2. دستورالعملهای اداره دارو، 1389 ، آئین نامه ثبت، ساخت و ورود دارو وزارت بهداشت، درمان و
آموزش پزشکی
3. Alt, R., 2003. Transformation in the Pharmaceutical Industry Developing
Customer Orientation at Pharma Corp, 16th Bled eCommerce Conference
eTransformation, Slovenia, June 9–11.
4. Al-Abbadi, I., et al,. 2009. One-Year Assessment of Joint Procurement of
Pharmaceuticals in the Public Health Sector in Jordan, Clinical
Therapeutics/Volume 31.
5. ANDERSON, C.L., 1987. The Production Process: Inputs and Wastes,
Journal of Enviroment Economics and Management 14,1-12
6. Azzone, G, Masella, C, Bertele, U, 1991. Design of performance measures
for time-based companies, International Journal of Operations and
Production Management 11 (3) 77–85.
7. Bhagwat, R., Sharma, M.K., 2007. Performance measurement of supply
chain management: A balanced scorecard approach, Computers &
Industrial Engineering 53 : p.43–62
8. Bustillo Llorente, R.M., Macias, E.F., 2005. Job satisfaction as an
indicator of the quality of work, The Journal of Socio-Economics 34 :
p.656–673
9. British Standadrd, 2006. EN 15341 Maintenance - Maintenane Key
Performance Indicators
10. Berrah, L., Cliville, V., 2007. Towards an aggregation performance
measurement system model in a supply chain context, Computers in
Industry 58 : p.709–719
11. Bradley,P, 1996.A performance measurement approach to the
reengineering of manufacturing enterprises, Ph.D. Thesis, CIMRU, NUI
Galway, Ireland.
12. Brown, M.G., 1996. Keeping score: Using the Right Metrics to Drive
World-Class Performance. New York: Quality Resources.
13. Byosiere, P., 2007. Projevt Managaement Process Across: a comparision
of EU-US corporate Subsidary project activities, The Project Management
Institute Vol. 38, No. 3. 18-29.
14. Chenhall, R.H., Langfield-Smith, K., 2007. Multiple Perspectives of
Performance Measures, European Management Journal Vol. 25, No. 4, pp.
266–282.
15. Chan, F. T. S. (2003). Performance measurement in a supply chain.
International Journal of Advanced Manufacturing Technology, 21, p.534–
548.
16. Darroch J, Miles MP, 2010. A research note on market creation in the
pharmaceutical industry, J Bus Res (2010), doi: 10. 1016/ j.jbusres..08.002
17. Dietmeyer, B.J., Kaplan, R., 2004. Strategic Negotiation: A Breakthrough
4-Step Process for Effective Business Negotiation, Dearborn Trade
Publishing, 207 pages, Harbound; ISBN: 0-7931-8304-9.
مدل ارزیابی عملکرد تلفیقی مورد... 999
18. De Toni, A., Meneghetti, A., 2000. The production planning process for a
network of "rms in the textile-apparel industry, Int. J. Production
Economics 65, 17-32
19. De Azevedo, A., Pomeranz, R., 2008. Customer Obsession How to
Acquire, Retain, and Grow Customers in the New Age of Relationship
Marketing, McGraw-Hill.
20. De Waal, A.A. (2005) The Foundations of Nirvana, Unpublished, May.
21. Federal Standard 1037C, 1996. American National Standard, United
States.
22. Friedli, T., Goetzfried M., Basu, P., 2010. Analysis of the Implementation
of Total Productive Maintenance, Total Quality Management, and Just-In-
Time in Pharmaceutical Manufacturing, J Pharm Innov, Springer
Science+Business Media, LLC.
23. Folan, Paul , Browne, Jim, 2005. A review of performance measurement:
Towards performance management, Computers in Industry 56 p.663–680
24. Fitzgerald, L. Johnson, R. S. Brignall, R. Silvestro, C. Voss, 1991.
Performance Measurement in Service Business, CIMA, London.
25. Gargeya, V.B, 2005. Plant level performance measurement: an exploratory
case study of a pharmaceutical encapsulation company, Technovation 25 :
1457–1467
26. Gunasekaran, A., Patel, C., McGaughey, Ronald E.,2004. A framework
for supply chain performance measurement, Int. J. Production Economics
87 : 333–347
27. Gunasekarana, A., H. James Williams, 2005. Performance measurement
and costing system in new enterprise, Technovation 25 ,523–533
28. Geanuracos, J., & Meiklejohn, I. 1993. Performance measurement: The
new agenda. London: Business Intelligence.
29. Helms, M., 2004. Encyclopedia of Management, Thomson Gale, a part of
The Thomson Corporation.
30. Hanafizadeh P, Moayer S, Rezaei M, 2008. Defining CSFs for
Information Systems Strategic Planning in Holding Companies, Journal of
Information Technology Case and Application Research; 10, 1;
ABI/INFORM Global pg. 7
31. Hanafizadeh, P.,Moayer, S., 2008. methodology to define strategic
processes in organizations An exploration study in managerial holding
companies, Business Process Management Journal Vol. 14 No. 2, pp. 219-
227
32. Hanafizadeh,M.R., Hanafizadeh, P., Saghaei, A., ,2009. The Pros and
Cons of Digital Divide and E-Readiness Assessments, publication
International Journal of E-Adoption, Volume 1, Issue 3, edited by Sushil
Sharma © 2009, IGI Global
33. Hanafizadeh, P., Rezaei., Ghafouri, A., 2009. Defining strategic processes
in investment companies An exploration study in Iranian Investment
Companies, Business Process Management Journal, Vol. 15 No. 1, pp. 20-
33
34. Houghton, E., Portougal, V., 1997. Reengineering the production planning
process in the food industry, Int.I. Production Economics 50 , 105-l 16
35. Hutt, M.D., Walker, B.A., Frankwick, G.L., 1995. Hurdle the
crossfunctional barriers to strategic change. Sloan Management Review 36
(3), 22–30.
996 مطالعات مدیریت صنعتی، سال دهم، شماره 62 ، پاییز 19
36. Hudson, M, Lean, J, Smart, P, 2001. Improving control through effective
performance measurement in SMEs, Production Planning and Control 12
(8) : 804–813.
37. In-Kim, J., Shunk, D.L., 2004. Matching indirect procurement process
with different B2B e-procurement systems, Computers in Industry 53:
153–164.
38. Judge, T.A., et al, 2010. The relationship between pay and job satisfaction:
A meta-analysis of the literature, Journal of Vocational Behavior 77 : 157–
167
39. Jeston, J., and Nelis, J., 2008. Management by Process A Roadmap to
Sustainable Business Process Management.
40. Jassawalla, A.R., Sashittal, H.C., 2000. Cross-functional dynamics in new
product development. Research Technology Management 43 (1),46–49.
41. Jeston, J., and Nelis, J., 2008. Management by Process A Roadmap to
Sustainable Business Process Management.
42. Kendall, M. G.; Babington Smith, B. (Sep 1939). "The Problem of m
Rankings". The Annals of Mathematical Statistics 10 (3): 275–287.
doi:10.1214/aoms/1177732186. JSTOR 223566
43. Kwak, Y.H., Ibbs, C.W., JULY 2002. Project Management Process
Maturity .PM. Model, Jornal of Management in Engineering.
44. Kim, H.S., Kim, Y.G., 2009. A CRM performancemeasurement
framework: Its development process and application, Industrial Marketing
Management 38: 477–489.
45. Kaminsk, P., Kaya, O., 2008. Inventory positioning, scheduling and leadtime
quotation in supply chains, Int. J. Production Economics 114 , 276–
293
46. Knight, D., Perace, C., Smith, K.G., Olian, J., Sims, H., Smith, K.A.,
Flood, P., 1999. Top management team diversity, group process and
strategic consensus. Strategic Management Journal 20 (5), 445–465.
47. Keegan, D. Eiler, R. Jones, C. 1989, Are your performance measures
obsolete? Management Accounting (June) 70 (12) : 45–50.
48. Kaydos, W, 1991. Measuring, Managing and Maximising .Performance,
Productivity Press, Cambridge,MA, USA.
49. Kaplan, R, Norton, D, 1992. The balanced scorecard—measures that drive
performance, Harvard Business Review (January–February) 70 (1) : 71–
79.
50. Kaplan, R.S. and Norton D.P., March 2004. Strategy Map. Strategic
Finance,: p. 35. -27
51. Laudon, Kenneth C. & Laudon, Jane Pric, 9002. "Management
Information Systems: Managing the Digital Firm", Pearson/Prentice Hall,
11th edition.
52. Lenskold, J.D., 2003. Marketing ROI, The path to campaign, Customer
and Corporate Profitability, McGraw-Hill.
53. Lee, S., & Ahn, H. ,2008. Assessment of process improvement from
organizational change. Information & Management, 45(5), 270–280.
54. Lynch, R, Cross, K, 1991. Measure Up! Yardsticks for Continuous
Improvement, Blackwell Business, Cambridge, MA.
55. Macey, S., August, 2001. An integrated model for performance
management based on ISO9000 and business excellence models,
Submitted in partial fulfhent of the requirements for the degree of Master
of Applied Science Industrial Engineering at Dalhosie University.
مدل ارزیابی عملکرد تلفیقی مورد... 999
56. Martinsons, M, Davison, R, Davison, Tse, D, 1999. The balanced
scorecard: a foundation for the strategic management of information
systems, Decision Support Systems 25 : 71–88.
57. Muchiri, P., et al., 2010. Development of maintenance function
performance measurement framework and indicators. International Journal
of Production Economics, doi:10.1016/j.ijpe.2010.04.039
58. Moses, A., Ahlstrom, P., 2008. Problems in cross-functional sourcing
decision processes, Journal of Purchasing & Supply Management 14 : 87–
99
59. Mroz, R.P., 1998. Unifying Marketing: The Synchronous Marketing
Process, Industrial Marketing Management 27, 257–278
60. Medori, D., Steeple, D., Pye, T., & Wood, R ,1995. Performance
measures: the way forward. Proceedings of the Eleventh National
Conference on ManufacturingResearch (pp. 589–593).Leicester:
DeMontfortUniversity.
61. Martin, M. P., 2004, Analysis and Design of Business Information
Systems, Prentice Hall; ISBN-13: 978-0023767418
62. Martinson, M., R. Davidson, and D. Tse, 1999. The balanced scorecard: a
foundation for the strategic management of information systems, Decision
Support Systems 25 , 71–88
63. Neely, A.D., 2004. Business performance Measurement-Theory &
Practice, ISBN 0-511-04157-8 eBook, Cambridge University Press
64. Neely, A.D., Gregory, M., and Platts, K. ,1995. Performance measurement
system design – a literature review and research agenda. International
Journal of Operations and Production Management, 15(4), 80–116.
65. Neely, A., et al., 2000. Performance measurement system designdeveloping
& testing a process based approach. International Journal of
Operations & Production Management, 20(10): p. 1145. -1119
66. PARMENTER, D., 2010. Key Performance Indicators, Published by John
Wiley & Sons, Inc., Hoboken, New Jersey, HF5549.5.P37P37
67. Prasnikar, J., Skerlj, T., 2006. New product development process and
time-to-market in the generic pharmaceutical industry, Industrial
Marketing Management 35 : 690 – 702
68. Piachaud, B.S., 2002. Outsourcing in the pharmaceutical manufacturing
process: an examination of the CRO experience, Technovation 22 : 81–90
69. Pinto, M.B., Pinto, J.K., 1990. Project team communication and
crossfunctional cooperation in new program development. Journal of
Product Innovation Management 7 (3), 200–212.
70. Roland Jochem and Katja Landgraf, 2010. Quality management
benchmarking: FDA compliancein pharmaceutical industry, International
Journal of Health Care Quality Assurance Vol. 23 No. 8, pp. 690-698
71. Read, N., 2009. Report on the Standard Forms of Contract Questionnaire
sent to IACCM members, International Association for Contract &
Commercial Management (IACCM).
72. Roth, A.V. ,1993. Performance measurement in services. In Advances in
Service Marketing and Management, ed. D. Bowen. Greenwich, CT: JAI
Press.
73. Rouse, P, Putterill, M, 2003. An integral framework for performance
measurement, Management Decision 41 (8) 791– 805.
999 مطالعات مدیریت صنعتی، سال دهم، شماره 62 ، پاییز 19
74. Sink, D. Tuttle, T. 1989. Planning and Measurement in your Organization
of the Future, Industrial Engineering and Management Press, Norcross,
USA.
75. Smith, Ralph F. 2007. Business Process Management and the Balanced
Scorecard Using Processes as Strategic Drivers,ISBN-13: 978-0-470-
04746-0, by John Wiley & Sons.
76. Taylor, P., 2006. Driving Finacial Process Improvement, Strategic
Finance; 87, 7; ABI/INFORM Global pg. 52
77. Thompson, J.D., 1967. Organizations in Action. McGraw-Hill, New York.
78. The EFQM Excellence Model., 2003. Brussels: European Foundation
Quality for Management.
79. Wedel, J., Lumsden, K., 1995. The influence of lead-time reductions on
decisions and rules in the production planning process, Int. J. Production
Economics 41,399-404.
80. Wisner, J, Fawcett, S, 1991: Linking firm strategy to operating decisions
through performance measurement, Production and Inventory
Management Journal 32 (3) : 5–11.
81. White, S., Liu, X., 1998. Organizational processes to meet new
performance criteria: Chinese pharmaceutical firms in transition, Research
Policy 27. 369–383
82. Watkins, R., Leigh, D., 2010. Handbook of Improving Performance in the
Workplace, International Society for Performance Improvement Published
by Pfeiffer, Printed in the United States of America.
83. Wilson, J.P., 2004. Human Resource Development: Learning and Training
for Individuals and Organizations, Kogan.
84. Wikipedia,2011, free encyliopedia, www.wikipedia.org.
85. Wong, C., Law, K. S., and Mobley, W.H (1998). Toward a taxonomy of
,ultidimensional constructs, Academy of Management Review, (23) 4,
741-755
86. Yi, M., and Davis, F. D. (2003). Developing and Validating an
Observational Learning Model of Computer Software Training and Skill
Acquistion. Information systems Research (14)2,146-169.
87. Zandin, K.B., 2004. Maynard’s Idustrial Engineering Handbook,
McGraw-Hill.
88. Zablah, A. R., Bellenger, D. N., & Johnston, W. J.,2004. An evaluation of
divergent perspectives on customer relationship management: Towards a
common understanding of an emerging phenomenon. Industrial Marketing
Management, 33(6),475-489.
89. Van Arnum P. 2009. Big pharma tightens its global manufacturing belt.
Pharm Technol. 8:49–53.
90. Schonberger R. 1986. World class manufacturing: the lessons of
simplicity applied. New York: Free.
2. دستورالعملهای اداره دارو، 1389 ، آئین نامه ثبت، ساخت و ورود دارو وزارت بهداشت، درمان و
آموزش پزشکی
3. Alt, R., 2003. Transformation in the Pharmaceutical Industry Developing
Customer Orientation at Pharma Corp, 16th Bled eCommerce Conference
eTransformation, Slovenia, June 9–11.
4. Al-Abbadi, I., et al,. 2009. One-Year Assessment of Joint Procurement of
Pharmaceuticals in the Public Health Sector in Jordan, Clinical
Therapeutics/Volume 31.
5. ANDERSON, C.L., 1987. The Production Process: Inputs and Wastes,
Journal of Enviroment Economics and Management 14,1-12
6. Azzone, G, Masella, C, Bertele, U, 1991. Design of performance measures
for time-based companies, International Journal of Operations and
Production Management 11 (3) 77–85.
7. Bhagwat, R., Sharma, M.K., 2007. Performance measurement of supply
chain management: A balanced scorecard approach, Computers &
Industrial Engineering 53 : p.43–62
8. Bustillo Llorente, R.M., Macias, E.F., 2005. Job satisfaction as an
indicator of the quality of work, The Journal of Socio-Economics 34 :
p.656–673
9. British Standadrd, 2006. EN 15341 Maintenance - Maintenane Key
Performance Indicators
10. Berrah, L., Cliville, V., 2007. Towards an aggregation performance
measurement system model in a supply chain context, Computers in
Industry 58 : p.709–719
11. Bradley,P, 1996.A performance measurement approach to the
reengineering of manufacturing enterprises, Ph.D. Thesis, CIMRU, NUI
Galway, Ireland.
12. Brown, M.G., 1996. Keeping score: Using the Right Metrics to Drive
World-Class Performance. New York: Quality Resources.
13. Byosiere, P., 2007. Projevt Managaement Process Across: a comparision
of EU-US corporate Subsidary project activities, The Project Management
Institute Vol. 38, No. 3. 18-29.
14. Chenhall, R.H., Langfield-Smith, K., 2007. Multiple Perspectives of
Performance Measures, European Management Journal Vol. 25, No. 4, pp.
266–282.
15. Chan, F. T. S. (2003). Performance measurement in a supply chain.
International Journal of Advanced Manufacturing Technology, 21, p.534–
548.
16. Darroch J, Miles MP, 2010. A research note on market creation in the
pharmaceutical industry, J Bus Res (2010), doi: 10. 1016/ j.jbusres..08.002
17. Dietmeyer, B.J., Kaplan, R., 2004. Strategic Negotiation: A Breakthrough
4-Step Process for Effective Business Negotiation, Dearborn Trade
Publishing, 207 pages, Harbound; ISBN: 0-7931-8304-9.
مدل ارزیابی عملکرد تلفیقی مورد... 999
18. De Toni, A., Meneghetti, A., 2000. The production planning process for a
network of "rms in the textile-apparel industry, Int. J. Production
Economics 65, 17-32
19. De Azevedo, A., Pomeranz, R., 2008. Customer Obsession How to
Acquire, Retain, and Grow Customers in the New Age of Relationship
Marketing, McGraw-Hill.
20. De Waal, A.A. (2005) The Foundations of Nirvana, Unpublished, May.
21. Federal Standard 1037C, 1996. American National Standard, United
States.
22. Friedli, T., Goetzfried M., Basu, P., 2010. Analysis of the Implementation
of Total Productive Maintenance, Total Quality Management, and Just-In-
Time in Pharmaceutical Manufacturing, J Pharm Innov, Springer
Science+Business Media, LLC.
23. Folan, Paul , Browne, Jim, 2005. A review of performance measurement:
Towards performance management, Computers in Industry 56 p.663–680
24. Fitzgerald, L. Johnson, R. S. Brignall, R. Silvestro, C. Voss, 1991.
Performance Measurement in Service Business, CIMA, London.
25. Gargeya, V.B, 2005. Plant level performance measurement: an exploratory
case study of a pharmaceutical encapsulation company, Technovation 25 :
1457–1467
26. Gunasekaran, A., Patel, C., McGaughey, Ronald E.,2004. A framework
for supply chain performance measurement, Int. J. Production Economics
87 : 333–347
27. Gunasekarana, A., H. James Williams, 2005. Performance measurement
and costing system in new enterprise, Technovation 25 ,523–533
28. Geanuracos, J., & Meiklejohn, I. 1993. Performance measurement: The
new agenda. London: Business Intelligence.
29. Helms, M., 2004. Encyclopedia of Management, Thomson Gale, a part of
The Thomson Corporation.
30. Hanafizadeh P, Moayer S, Rezaei M, 2008. Defining CSFs for
Information Systems Strategic Planning in Holding Companies, Journal of
Information Technology Case and Application Research; 10, 1;
ABI/INFORM Global pg. 7
31. Hanafizadeh, P.,Moayer, S., 2008. methodology to define strategic
processes in organizations An exploration study in managerial holding
companies, Business Process Management Journal Vol. 14 No. 2, pp. 219-
227
32. Hanafizadeh,M.R., Hanafizadeh, P., Saghaei, A., ,2009. The Pros and
Cons of Digital Divide and E-Readiness Assessments, publication
International Journal of E-Adoption, Volume 1, Issue 3, edited by Sushil
Sharma © 2009, IGI Global
33. Hanafizadeh, P., Rezaei., Ghafouri, A., 2009. Defining strategic processes
in investment companies An exploration study in Iranian Investment
Companies, Business Process Management Journal, Vol. 15 No. 1, pp. 20-
33
34. Houghton, E., Portougal, V., 1997. Reengineering the production planning
process in the food industry, Int.I. Production Economics 50 , 105-l 16
35. Hutt, M.D., Walker, B.A., Frankwick, G.L., 1995. Hurdle the
crossfunctional barriers to strategic change. Sloan Management Review 36
(3), 22–30.
996 مطالعات مدیریت صنعتی، سال دهم، شماره 62 ، پاییز 19
36. Hudson, M, Lean, J, Smart, P, 2001. Improving control through effective
performance measurement in SMEs, Production Planning and Control 12
(8) : 804–813.
37. In-Kim, J., Shunk, D.L., 2004. Matching indirect procurement process
with different B2B e-procurement systems, Computers in Industry 53:
153–164.
38. Judge, T.A., et al, 2010. The relationship between pay and job satisfaction:
A meta-analysis of the literature, Journal of Vocational Behavior 77 : 157–
167
39. Jeston, J., and Nelis, J., 2008. Management by Process A Roadmap to
Sustainable Business Process Management.
40. Jassawalla, A.R., Sashittal, H.C., 2000. Cross-functional dynamics in new
product development. Research Technology Management 43 (1),46–49.
41. Jeston, J., and Nelis, J., 2008. Management by Process A Roadmap to
Sustainable Business Process Management.
42. Kendall, M. G.; Babington Smith, B. (Sep 1939). "The Problem of m
Rankings". The Annals of Mathematical Statistics 10 (3): 275–287.
doi:10.1214/aoms/1177732186. JSTOR 223566
43. Kwak, Y.H., Ibbs, C.W., JULY 2002. Project Management Process
Maturity .PM. Model, Jornal of Management in Engineering.
44. Kim, H.S., Kim, Y.G., 2009. A CRM performancemeasurement
framework: Its development process and application, Industrial Marketing
Management 38: 477–489.
45. Kaminsk, P., Kaya, O., 2008. Inventory positioning, scheduling and leadtime
quotation in supply chains, Int. J. Production Economics 114 , 276–
293
46. Knight, D., Perace, C., Smith, K.G., Olian, J., Sims, H., Smith, K.A.,
Flood, P., 1999. Top management team diversity, group process and
strategic consensus. Strategic Management Journal 20 (5), 445–465.
47. Keegan, D. Eiler, R. Jones, C. 1989, Are your performance measures
obsolete? Management Accounting (June) 70 (12) : 45–50.
48. Kaydos, W, 1991. Measuring, Managing and Maximising .Performance,
Productivity Press, Cambridge,MA, USA.
49. Kaplan, R, Norton, D, 1992. The balanced scorecard—measures that drive
performance, Harvard Business Review (January–February) 70 (1) : 71–
79.
50. Kaplan, R.S. and Norton D.P., March 2004. Strategy Map. Strategic
Finance,: p. 35. -27
51. Laudon, Kenneth C. & Laudon, Jane Pric, 9002. "Management
Information Systems: Managing the Digital Firm", Pearson/Prentice Hall,
11th edition.
52. Lenskold, J.D., 2003. Marketing ROI, The path to campaign, Customer
and Corporate Profitability, McGraw-Hill.
53. Lee, S., & Ahn, H. ,2008. Assessment of process improvement from
organizational change. Information & Management, 45(5), 270–280.
54. Lynch, R, Cross, K, 1991. Measure Up! Yardsticks for Continuous
Improvement, Blackwell Business, Cambridge, MA.
55. Macey, S., August, 2001. An integrated model for performance
management based on ISO9000 and business excellence models,
Submitted in partial fulfhent of the requirements for the degree of Master
of Applied Science Industrial Engineering at Dalhosie University.
مدل ارزیابی عملکرد تلفیقی مورد... 999
56. Martinsons, M, Davison, R, Davison, Tse, D, 1999. The balanced
scorecard: a foundation for the strategic management of information
systems, Decision Support Systems 25 : 71–88.
57. Muchiri, P., et al., 2010. Development of maintenance function
performance measurement framework and indicators. International Journal
of Production Economics, doi:10.1016/j.ijpe.2010.04.039
58. Moses, A., Ahlstrom, P., 2008. Problems in cross-functional sourcing
decision processes, Journal of Purchasing & Supply Management 14 : 87–
99
59. Mroz, R.P., 1998. Unifying Marketing: The Synchronous Marketing
Process, Industrial Marketing Management 27, 257–278
60. Medori, D., Steeple, D., Pye, T., & Wood, R ,1995. Performance
measures: the way forward. Proceedings of the Eleventh National
Conference on ManufacturingResearch (pp. 589–593).Leicester:
DeMontfortUniversity.
61. Martin, M. P., 2004, Analysis and Design of Business Information
Systems, Prentice Hall; ISBN-13: 978-0023767418
62. Martinson, M., R. Davidson, and D. Tse, 1999. The balanced scorecard: a
foundation for the strategic management of information systems, Decision
Support Systems 25 , 71–88
63. Neely, A.D., 2004. Business performance Measurement-Theory &
Practice, ISBN 0-511-04157-8 eBook, Cambridge University Press
64. Neely, A.D., Gregory, M., and Platts, K. ,1995. Performance measurement
system design – a literature review and research agenda. International
Journal of Operations and Production Management, 15(4), 80–116.
65. Neely, A., et al., 2000. Performance measurement system designdeveloping
& testing a process based approach. International Journal of
Operations & Production Management, 20(10): p. 1145. -1119
66. PARMENTER, D., 2010. Key Performance Indicators, Published by John
Wiley & Sons, Inc., Hoboken, New Jersey, HF5549.5.P37P37
67. Prasnikar, J., Skerlj, T., 2006. New product development process and
time-to-market in the generic pharmaceutical industry, Industrial
Marketing Management 35 : 690 – 702
68. Piachaud, B.S., 2002. Outsourcing in the pharmaceutical manufacturing
process: an examination of the CRO experience, Technovation 22 : 81–90
69. Pinto, M.B., Pinto, J.K., 1990. Project team communication and
crossfunctional cooperation in new program development. Journal of
Product Innovation Management 7 (3), 200–212.
70. Roland Jochem and Katja Landgraf, 2010. Quality management
benchmarking: FDA compliancein pharmaceutical industry, International
Journal of Health Care Quality Assurance Vol. 23 No. 8, pp. 690-698
71. Read, N., 2009. Report on the Standard Forms of Contract Questionnaire
sent to IACCM members, International Association for Contract &
Commercial Management (IACCM).
72. Roth, A.V. ,1993. Performance measurement in services. In Advances in
Service Marketing and Management, ed. D. Bowen. Greenwich, CT: JAI
Press.
73. Rouse, P, Putterill, M, 2003. An integral framework for performance
measurement, Management Decision 41 (8) 791– 805.
999 مطالعات مدیریت صنعتی، سال دهم، شماره 62 ، پاییز 19
74. Sink, D. Tuttle, T. 1989. Planning and Measurement in your Organization
of the Future, Industrial Engineering and Management Press, Norcross,
USA.
75. Smith, Ralph F. 2007. Business Process Management and the Balanced
Scorecard Using Processes as Strategic Drivers,ISBN-13: 978-0-470-
04746-0, by John Wiley & Sons.
76. Taylor, P., 2006. Driving Finacial Process Improvement, Strategic
Finance; 87, 7; ABI/INFORM Global pg. 52
77. Thompson, J.D., 1967. Organizations in Action. McGraw-Hill, New York.
78. The EFQM Excellence Model., 2003. Brussels: European Foundation
Quality for Management.
79. Wedel, J., Lumsden, K., 1995. The influence of lead-time reductions on
decisions and rules in the production planning process, Int. J. Production
Economics 41,399-404.
80. Wisner, J, Fawcett, S, 1991: Linking firm strategy to operating decisions
through performance measurement, Production and Inventory
Management Journal 32 (3) : 5–11.
81. White, S., Liu, X., 1998. Organizational processes to meet new
performance criteria: Chinese pharmaceutical firms in transition, Research
Policy 27. 369–383
82. Watkins, R., Leigh, D., 2010. Handbook of Improving Performance in the
Workplace, International Society for Performance Improvement Published
by Pfeiffer, Printed in the United States of America.
83. Wilson, J.P., 2004. Human Resource Development: Learning and Training
for Individuals and Organizations, Kogan.
84. Wikipedia,2011, free encyliopedia, www.wikipedia.org.
85. Wong, C., Law, K. S., and Mobley, W.H (1998). Toward a taxonomy of
,ultidimensional constructs, Academy of Management Review, (23) 4,
741-755
86. Yi, M., and Davis, F. D. (2003). Developing and Validating an
Observational Learning Model of Computer Software Training and Skill
Acquistion. Information systems Research (14)2,146-169.
87. Zandin, K.B., 2004. Maynard’s Idustrial Engineering Handbook,
McGraw-Hill.
88. Zablah, A. R., Bellenger, D. N., & Johnston, W. J.,2004. An evaluation of
divergent perspectives on customer relationship management: Towards a
common understanding of an emerging phenomenon. Industrial Marketing
Management, 33(6),475-489.
89. Van Arnum P. 2009. Big pharma tightens its global manufacturing belt.
Pharm Technol. 8:49–53.
90. Schonberger R. 1986. World class manufacturing: the lessons of
simplicity applied. New York: Free.
)