Developing an understanding of the relationships between organisational learning and performance measurement systems: the case of Frankfurt airport.

Ewig, Jenny R.

Abstract

The aim of this research was to develop a comprehensive perspective of both the breadth and depth of the relationships between organisational learning (OL) and performance measurement systems (PMS), theoretically and practically, within the context of Frankfurt airport. A case study approach was adopted and applied at Frankfurt airport, encompassing the hierarchical levels of the top-, senior- and line managers, and subject experts. Two different qualitative data collection methods (semi-structured interviews and semi-structured narrative interviews) were applied to achieve the research aim. Content analysis and the narrative schema of Labov and Waletzky (1967) were used to analyse the primary data. The findings show that, within the context of the case study organisation, PMS are initially used diagnostically and then continued to be used in this manner if the performance anomalies are statistical outliners. Diagnostic PMS usage is most common within the case company and is used for daily performance management. However, in cases where the loss in performance is systematic, the PMS continued to be used interactively. The interactive usage is found to be initiated by the organisational management, and used for strategic long-term or tactical medium-term decision-making. Further, data analysis identifies the potential of diagnostic PMS to generate individual learning, while interactive PMS are found to create individual, group and organisational learning. In relation to the learning forms of individual, group and organisational learning, the research identifies that these forms are cyclic in their nature. The individual learning cycle is found to be the most robust and frequent cycle within the case company and is able to occur without communication and dialogue. The other learning cycles are found to be dependent upon the drivers of communication and dialogue, which are further determined by the organisational culture, which is largely shaped by the management style of the airport. Another key finding is that the individual learning cycle can produce both single-loop learning and double-loop learning. Further, another finding is that only the individual double-loop learning cycle is able to trigger the subsequent cycle of group learning and thus organisational learning. This research provides a significant contribution to the understanding of the relationships between OL and PMS by developing a novel model of how PMS can be used to generate OL for practical application. The research makes a rare contribution as it combines OL and performance measurement into an integrated and holistic framework through examining performance measurement practices and their effect on OL.

Citation

EWIG, J.R. 2023. Developing an understanding of the relationships between organisational learning and performance measurement systems: the case of Frankfurt airport. Robert Gordon University, PhD thesis. Hosted on OpenAIR [online]. Available from: https://doi.org/10.48526/rgu-wt-2270769

• Thesis Type: Thesis
• Deposit Date: Mar 12, 2024
• Publicly Available Date: Mar 12, 2024
• DOI: https://doi.org/10.48526/rgu-wt-2270769
• Keywords: Organisational learning; Performance measurement; Performance management; Airports
• Public URL: https://rgu-repository.worktribe.com/output/2270769
• Award Date: Aug 31, 2023