Table Of ContentContributions to Management Science
Forfurther volumes:
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.
Tatjana Samsonowa
Industrial Research
Performance Management
Key Performance Indicators
in the ICT Industry
TatjanaSamsonowa
SAPAG
SAPResearch
Dietmar-Hopp-Allee16
69190Walldorf
Germany
ISSN1431-1941
ISBN978-3-7908-2761-3 e-ISBN978-3-7908-2762-0
DOI10.1007/978-3-7908-2762-0
SpringerHeidelbergDordrechtLondonNewYork
LibraryofCongressControlNumber:2011940419
#Springer-VerlagBerlinHeidelberg2012
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Managing the Performance of Industrial
Research in the ICT Industry
AssessingResearchGoalswithsuitableKeyPerformanceIndicators
DemFachbereichRechts-undWirtschaftswissenschaften
anderTechnischenUniversita¨tDarmstadt
zur
ErlangungdesGradeseinesDoctorrerumpoliticarum(Dr.rer.pol.)
eingereichte
Dissertation
vorgelegtvon
Dipl.-Betriebswirtin(FH)TatjanaSamsonowa
ausArkalyk
Erstgutachter:Prof.Dr.PeterBuxmann
Zweitgutachter:Prof.Dr.VolkerCaspari
TagderEinreichung:Darmstadt,2.November2010
Tagdermu¨ndlichenPru¨fung:14.Januar2011
.
Acknowledgement
This thesis would have never been written without the support of many, many
people.IhopetobeforgiventhatIdonotmentionallthenameshere:
I am truly grateful to the members of the supervisory team of the Information
Systems department of the Darmstadt University of Technology. Professor
Dr. Peter Buxmann and Professor Dr. Volker Caspari: Your commitment was
outstanding! I feel privileged that I was able to work with you and to learn so
muchfromyourexpertiseandguidance!
As my thesis was created within SAP Research’s PhD program, I owe huge
gratitude to many SAP colleagues, of which I want to mention at least two: Dr.
JoachimSchaperandDr.WolfgangGerteis.Joachim,yougavemethecourageto
startsuchthisendeavorinthefirstplaceandyourestoredmyconfidencemorethan
onceintheprocess.BesidesyourconstructivefeedbackandyourinspirationIknew
thatIalwayscouldcountonyou.Youhavebeenatruementorduringtheentiretime!
Wolfgang,yousupportedmeincriticalphasesofmyresearch.Yougavemeboth,
mercilessfeedbackaswellasconstructiveideas.Withyourpatienceanddedicationyou
helpedmemanytimestogetunstuckandtofindmypathagain.Iwasveryfortunateto
havesuchatoughsparringpartnerandatthesametimeatrustedadvisorlikeyou!
AbigTHANKYOU!toallotherswhohelpedmetocompletemyresearchand
tomakeitasuccess:thestudentswhosupportedmeespeciallyincollectingthedata
for my case studies: Your energy, your good mood, and your hard and dedicated
work was invaluable! The interviewees from the case study companies: Your
willingnesstosharerelevantinformationwascrucialtosupportthemajorfindings
of my thesis. And all the participants of my survey: A cordial Thank You for
spending your precious time on questionnaires and follow-up discussions and
providingmewithsuchavaluabledatacollection!
Last not least I want to express my deepest gratitude to the most important
people in my life: my parents Emma and Erhard and my sister Lydia: You have
alwaysbeenhereformewithyourwholeheartduringtheentiretime.Idedicatethis
worktoyou!Iloveyou!Youarethelightofmylife!
Truly,
Tatjana.
vii
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Contents
1 Introduction ................................................................ 1
1.1 BackgroundandProblemDefinition ................................... 2
1.2 ResearchQuestionsandObjectives .................................... 4
1.3 DissertationStructure ................................................... 5
2 PerformanceManagement ................................................ 9
2.1 IntroductionandFundamentals ......................................... 9
2.1.1 InventionandInnovation ....................................... 10
2.1.2 InnovationManagement ........................................ 14
2.1.3 ResearchandDevelopment ..................................... 15
2.2 PerformanceManagement–BasicTermsandDefinitions ........... 22
2.2.1 Performance ..................................................... 22
2.2.2 GoalsandGoalSetting ......................................... 26
2.2.3 Measures,Metrics,andIndicators .............................. 27
2.2.4 PerformanceManagement ...................................... 32
2.2.5 PerformanceMeasurement ..................................... 37
2.3 Summary ............................................................... 41
2.3.1 PurposesofPerformanceManagement/Measurement ......... 42
2.3.2 TheInformationandCommunicationTechnologies
(ICT)Sector ..................................................... 48
2.3.3 TheSoftwareIndustry .......................................... 50
3 State-of-the-ArtinPerformanceManagement ......................... 53
3.1 PerformanceManagementSystems ................................... 55
3.1.1 GenericApproaches:SchoolsofThought ...................... 55
3.1.2 R&DPerformanceMeasurementSystems ..................... 58
3.1.3 Research(Only)PerformanceMeasurementSystems ......... 63
3.1.4 RequirementsofaPerformanceManagementSystem ......... 67
3.1.5 CharacteristicsofResearchComparedtoDevelopment ....... 74
ix
x Contents
3.2 OrganizationalGoals .................................................. 83
3.2.1 GenericOrganizationalGoals .................................. 83
3.2.2 R&DOrganizationalGoals ..................................... 91
3.2.3 Research(Only)OrganizationalGoals ......................... 93
3.3 KeyPerformanceIndicators(KPIs) ................................... 98
3.3.1 GenericKeyPerformanceIndicators ........................... 98
3.3.2 R&DKeyPerformanceIndicators ............................ 101
3.3.3 Research(Only)KeyPerformanceIndicators ................. 105
3.4 ConclusionsandResearchGaps ...................................... 108
4 PerformanceManagement:AnalysisApproach ....................... 113
4.1 CaseStudies .......................................................... 114
4.1.1 DesignandPreparation ........................................ 114
4.1.2 Execution ...................................................... 116
4.1.3 ExampleCaseStudy“SAPResearch” ........................ 118
4.1.4 InitialFindingsandFurtherApproach ........................ 127
4.2 PerformanceClusters ................................................. 129
4.2.1 ApproachandDefinition ....................................... 129
4.2.2 Cluster:TechnologyTransfer ................................. 132
4.2.3 Cluster:FutureBusinessOpportunities ....................... 135
4.2.4 Cluster:ResearchPortfolioManagement ..................... 137
4.2.5 Cluster:IntellectualPropertyCreation ........................ 140
4.2.6 Cluster:OperationalExcellence ............................... 142
4.2.7 Cluster:TalentPool ............................................ 143
4.2.8 Cluster:Image ................................................. 145
4.2.9 Cluster:Publications ........................................... 146
4.2.10 Cluster:PresenceinScientificCommunity .................. 148
4.2.11 Cluster:CollaborationwithAcademia ....................... 149
4.2.12 Cluster:CollaborationwithPartnersandCustomers ........ 151
4.2.13 PerformanceClusterOverview .............................. 152
4.3 PerformanceClusterAnalysis ........................................ 157
4.4 GoalDecompositionAnalysis ........................................ 158
4.5 Summary .............................................................. 171
5 SurveyFindings .......................................................... 173
5.1 Introduction ........................................................... 173
5.2 DevelopmentoftheSurvey ........................................... 173
5.3 SampleDesign ........................................................ 175
5.4 Analysis/DescriptionoftheResults .................................. 177
5.4.1 GeneralData:OrganizationalContextandResearch
Environment ................................................... 177
5.4.2 PerformanceMeasurementData:Organizational
GoalsandKPIs ................................................ 197
5.5 Conclusion ............................................................ 221
