Total Systems Approach to Operational Decision-Making

*Concepts, Applications and Emerging Opportunities in Industrial Engineering*

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**Chapter 7**

**Abstract**

**1. Introduction**

mance to thrive and gain competitive advantage.

them to improve business performance [3, 4].

A Hybrid Human-Data

Management Systems

*Diogo Ginjo Jantarada and Antonio Grilo*

Methodology for the Conception

To excel in the overall business performance, daily processes and activities connected to produce a good or service need to be outperformed. Even though there is extensive literature on performance management and performance management systems, there is still no consensus over the conceptual model of such systems, in what is designated as Operational Performance Management Systems (OPMS). This chapter proposes a new approach to conceive feasible and desirable OPMS tools to assist managers on controlling and responding to operational needs, by combining Design Thinking (DT) and Data Analytics (DA), that provide holistic and deep business knowledge, as well as a data-driven based management. The authors conduct an empirical application through a case study within the context of a European airport's Baggage Handling System (BHS). The case study procedure follows the proposed methodology's stages, where the authors construct the problem space with a wide array of collected data, along with the solution exploration and refinement.

**Keywords:** operational performance management, operational performance management systems, design thinking, data analytics, conception, design

With the rise of the modern society and its socio-economic structure based on companies (public or private, profit or non-profit based) and its interdependences, the need for performance excellence has become of the utmost importance. The twenty-first century marked the beginning of a new millennium where uncertainty is at its high and companies are constantly trying to outstand their business perfor-

To excel on their overall business performance, the same must apply to the operational performance. Thus, operational performance management systems must reflect the problems and impediments hindering the company's competitiveness. The trends show they are trying to gain knowledge about themselves and the market by leveraging ICT and Data Analytics (DA) capabilities to transform data into information [1, 2]. At the same time, they are focused on understanding the user's (internal or external) pains and needs and come up with a way of meeting

of Operational Performance
