Monitoring the improvement of an overall industrial performance based on a Choquet integral aggregation

The design and use of performance measurement systems (PMSs) have received considerable attention in recent years. Indeed, industrial performances are now defined in terms of numerous criteria to be synthesized for overall improvement purposes. The analysis of the literature leads to the conclusion that most of the proposed approaches deal with a qualitative approach of this multi-criteria issue. But only a few quantitative models for PMSs have been proposed in order to better monitor the continuous improvement cycle. Among them, the one proposed by the authors, based on a Choquet integral aggregation operator, allows to express an overall performance according to subordination and transverse interactions between the criteria involved. But, as this model is nonlinear, it is useful to define pieces of information aimed at aiding the manager to improve the performance situation. Thus, this article is a contribution to the managers' requirements for optimizing the improvement of the overall performance versus the allocated resources. In this view, indexes of efficiency and predictive improvement are proposed. The approach is applied to a case study submitted by a company manufacturing kitchen and bathroom furniture which wants to upgrade the monitoring of its "environment and quality improvement plan". (C) 2006 Elsevier Ltd. All rights reserved.