A viable approach to key performance indicators delivery process in Universiti Teknologi Malaysia

The use of information systems in Key Performance Indicator delivery process (KDP) has a high degree of influence on the overall outcome of the process. Electronic Appraisal Systems (EAS), which serve as a gateway between the stakeholders in the KDP process has met a stiff resistance from the academic staff of institution of higher learning (IHL) due to issues such as labor-intensive, database connectivity support and feedback through email. These issues demand a sustainable approach particularly to link the stakeholders´ requirements with the information system in place (EAS). As the result, our aim is to propose solution to KPI delivery for scholarly publication in institution of higher learning (IHL). For this purpose, the KPI delivery process was examined in a case study in which Electronic Appraisal System (EAS) was used as a mediator between the stakeholders. We propose a four-phase diagnostic framework using enhanced Viable System Model (VSM) and Alderfer Model as the tool for identifying the factors, which influence academic staff KPI delivery process on scholarly publication in Universiti Teknologi Malaysia (UTM). The approach has been found to be useful in identifying and providing sustainable measures that can be implemented in the EAS to improve productivity.