ABSTRACT
Developing the performance measurement systems is a difficult aspect of performance measure selection. It involves the methods by which an organization creates its measurement system. Important questions that need to be addressed include [5]: What to measure? How often to measure? How are multiple individual measures integrated into a measurement system? Also, the way each performance aspect is weighed is industry specific [6]. For example, although customer satisfaction is an indication of the standard level of service, for different industries, customers look at different measures. By the same token, due to the inherent differences in various aspects between the forward and reverse supply chains (see chapter 1), the performance aspects and evaluation techniques used in a forward supply chain cannot be extended to a reverse/closed-loop supply chain.
