Abstract
Effective use of performance management (measurement) system enables companies to improve on their competitiveness in the marketplace. Through a case study research, the paper reviews the performance management system of a local manufacturing company. Most researchers have focussed on wide range of performance management surveys and few paid attention to individual companies, which is the focus of this paper. The balanced score card framework was used to evaluate both internal business processes and external outcomes. Four perspectives of the scorecard; financial, customer, process and learning were looked into. The paper established that top management is clear and committed to the company’s strategy and goals. The company is struggling to increase its market share due to lower levels of productivity. High levels of rework were noticed on the shop-floor and are impacting negatively on their cash-flow. These problems have led to poor customer retention due to unmet delivery dates. The paper proposes that the company must initiate staff development programmes to enable a culture of continuous improvement.