Performance measurement practices in service industries (A case study of nepal telecom)

The main aim of this study was to examine the existing performance measurement practices in Nepal Telecom. For this purpose a case study survey was conducted and the primary data have been collected through structured questionnaire and telephonic interview using five point Likert scale. The major findings of the study revealed that Nepal Telecom has used financial and non-financial measures for performance measurement and performance measurement has been considered as a key managerial tool. The company has often modified its performance measure when there are changes in the organization’s strategic objective. Financial measure has got significant use and importance but non-financial measure has got moderate use and importance. Balanced scorecard has not been used in NTC but expressed view that balanced scorecard can be implemented in Nepal Telecom as the strategic performance measuring tool.