Different Levels, same Goals: How to enable members of the organization to harmonise Alignment

Abstract

The Dutch railway system is the most intensively used in Europe. This fact, although fascinating, it creates complexity and many interfaces in its operation. The performance of such a system is governed by many aspects and involves many parties. Furthermore, these aspects and parties will have different needs and perceive performance in a different way. In order for the system to operate as smooth as possible, performance agreements are being made in different organizational levels. These agreements guide ProRail on how to manage the railway system and what it should achieve regarding several performance aspects. However, the railway system, as well as ProRail, are not single entities. They are comprised of several organizational levels. Each of these levels has its own needs and peculiarities, which in theory should be represented by their prescribed performance requirements. This creates a coupling between the performance agreements. They should be suitable for each organizational level while at the same time connected. These interrelationships can provide an overview of how the system performs and where adjustments should be made. Nevertheless, if their coupling is too strong, the organization can become cumbersome and stagnate. On the other hand, if their coupling is too relaxed, there will be no guidance and connection to what ProRail wants to achieve regarding the performance of the system. This thesis would like to examine the interrelationships between three performance agreements of ProRail. The Management Concession, Plan and its Performance Management System. The examination is focused on how well these agreements are coupled regarding different performance areas. Its proposed advice is a framework which can potentially alleviate the weaknesses described above. Its purpose is to strengthen the coupling of performance agreements while at the same time, leave enough room for adjustments and innovation. Moreover, the structure of the framework intends to minimize shielding behaviours by providing a process-based approach in the communication of performance requirements. In order to achieve its goal, the thesis formulates one Main Research Question with three Sub Research Question to help build its line of reasoning. The following list presents these questions to the reader.