Measuring Business Excellence: Volume 8 Issue 4

Subject:

Table of contents

Improving strategic oversight: the CIMA strategic scorecard

Gillian Lees

Enterprise governance is an emerging concept which emphasizes the importance of balancing the corporate governance and performance management aspects of the organization. In the…

2687

Corporate governance and measuring performance

John Wilkes

Discusses corporate governance, which is increasingly being seen as the hallmark of a well run company, and how this should be demonstrated. Questions how governance should be…

6314

Developing a performance measurement audit template – a benchmarking study

J. Bauer, S.J. Tanner, A. Neely

Benchmarking is a powerful tool that, when applied properly, provides an organization with invaluable insights to support the achievement of their objectives. This paper describes…

2962

An evaluation of the corporate culture of Southwest Airlines

Gene Smith

The attached paper describes the keys to success for Southwest Airlines, including its approach to quality management. Southwest did not implement a formalized “quality management…

16025

Business excellence of industrial groups in Oman

Ramakrishnan Ramanathan

The manufacturing industry sector is one of the dynamic and important productive sectors of the economy. Hence, efforts have been made in the literature to assess the performance…

1214

A “scorecard” for service excellence

Christopher Ryder Jones

Gulf Bank’s service excellence “scorecard” was developed to support the Bank’s delivery of superior service in its market sector. The “scorecard” provides focus for a “service…

5517

Performance management in call centers: lessons, pitfalls and achievements in Fujitsu Services

Bernard Marr, Stephen Parry

This paper provides an overview of Fujitsu’s sense and response approach towards performance management. It is demonstrated using a case example of call center performance as part…

4795

Engaging marketing in performance measurement

Diana Woodburn

Marketing has habitually avoided performance measurement, pleading difficulties with quantification of its activities and their outcomes. As a result, in many companies marketing…

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Cover of Measuring Business Excellence

ISSN:

1368-3047

Online date, start – end:

1997

Copyright Holder:

Emerald Publishing Limited

Open Access:

hybrid

Editors:

  • Mr Jos Van Iwaarden
  • Professor Giovanni Schiuma