Designing a Process-oriented Performance Reference Model (PPRM) for a Banking IT Organization

In order to achieve the organizational goals, there must be a macro framework that can be used as a basis for monitoring and referred to in performance management processes. However, organizations often have difficulty using performance evaluation models. Many of these problems are due to differences in organizations and the need to recognize different dimensions of various types of organizations. In this paper, based on a qualitative-quantitative research method using grounded theory, a performance reference model is presented for organizations active in information technology. Unlike many performance evaluation frameworks that focus on measuring organizational results, the framework presented in this research was designed based on the idea that the results are, in fact, the consequences of the implementation of processes. Therefore, the layers of this model were formed from process components. For this reason, the researchers called it the Process-Oriented Performance Reference Model (PPRM). Each layer of the model is broken down hierarchically into two levels of measure domains and measures. Finally, the measures are prioritized based on group decision-making using the ARAS method. The definition of the measure domains and the prioritization of the measures were developed based on the data obtained from an Iranian company active in banking software development. The data were collected using structured interviews. In addition to the performance reference model with the proportions of the target organization, insights that were obtained from analysis and proposed to the studied organization for better performance management can be seen as the other results of the present study.