How performance measurement systems enable or hinder organizational ambidexterity

PurposeThis study aims to examine how different uses of performance measurement systems (PMS) enable or hinder organizational ambidexterity (OA), intended as the simultaneous pursuit of exploitation and exploration.Design/methodology/approachFollowing a qualitative research design, we gathered data through semi-structured interviews, observations and reviews of documents at four departments of an automotive firm.FindingsWe contribute to operations management research and practice by demonstrating how PMS, which are typically associated with exploitation, can also foster exploration and enable organizations to become ambidextrous. Specifically, we show how PMS can be structured and used in more agile ways and, in relation to innovation, we identify which PM practices should be introduced and with what effects and those that should be avoided. We also contribute to organization theory by highlighting how a single management tool can promote the achievement of both exploration and exploitation.Practical implicationsIn investigating PMS uses and their effects, we identify several positive practices. For example, we show how managers can use PMS more effectively and how targets could be deployed to stimulate creativity and innovation. We also emphasize the need for managers to opt more often for team incentives rather than individual ones to encourage the collaboration needed for OA.Originality/valueWe provide in-depth insight into how PM tools affect an organization's ability to pursue exploitation and exploration, thus contributing to research in operations, innovation and organization theory.