Communication and feedback - The factor “communication” is one of the most cited in the literature. When most authors stress its importance, they tend to focus on the reported feedback of measurement results to the employees [20]. Even so, there are other aspects related to communication that can affect the effectiveness of performance management. Konstantopoulos et all (2003) [41] proved the importance of communication in the banking sector. The change management literature highlights the relevance of verbal and non-verbal communication (e.g. presentations, manuals, conversations, newsletters, reports, etc.) used to clarify all aspects related to the measures, in particular and performance management in general; and to facilitate the buy-in from the people in the organization [18].
SPM system information infrastructure - an information system should be designed for collecting, analysing and reporting the data efficiently. If data is flawed, the data integration process is flawed, or its