| Summary: | Purpose – This study investigates the extent to which performance measures (PMs) are used, the relationship
between multidimensional PMs and firm performance and the factors related to firms’ PM use.
Design/methodology/approach – The authors surveyed a sample of Malaysian manufacturing firms.
Participants responded to a questionnaire indicating their use of PMs, firm performance, level of managerial
commitment, degree of environmental uncertainty and firm’s use of technology.
Findings – The results indicate a high degree of PM use related to financial indicators, internal efficiency and
customer-related metrics. The results also demonstrate that firm performance has significant positive
relationships with use of PMs related to quality and customers, efficiency, innovativeness and social
responsibility, as well as comprehensive PM use. Industry variation, firm size, technology use and
environmental uncertainty are also significantly related to PM use.
Practical implications – Performance measurement systems (PMSs) are an important tool for improving
organisational strategy in rapidly changing markets. These findings underscore the significant role of PMSs in
manufacturing firms’ performance, including emerging economies. The results suggest that individual PMS
approaches should align with each firm’s evolving needs and the characteristics of the sector and environment
in which each firm operates.
Originality/value – This study advances understandings of the contingency approach to PMSs in
manufacturing environments.
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