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The purpose of the study is to investigate and document a new approach to best practice benchmarking called rapid benchmarking. Rapid benchmarking is defined by the authors as an approach to dramatically shorten the typical length of time to conduct a successful best practice benchmarking project.

The methodology involved a case study exploration of a multinational dairy company's best practice benchmarking approach using structured interviews and data collection to examine the speed and results achieved through its benchmarking approach and whether it was justified in naming it as rapid benchmarking. A comparison of the speed of the dairy company's approach was undertaken against 24 other organisations that had utilised the same benchmarking methodology (TRADE Best Practice Benchmarking). In addition, a literature review was undertaken to search for other cases of rapid benchmarking and compare rapid benchmarking with other rapid improvement approaches.

The findings revealed that the approach used by the dairy company was unique, with best practices being identified and action plans signed off for deployment within a five-day period (far quicker than the average time of 211 days reported by other organisations). Key success factors for rapid benchmarking were found to be allocating five dedicated days for the benchmarking team to spend on the project, identifying the right team members for the project, obtaining sponsorship support for the project and providing intensive facilitation support through a benchmarking facilitator.

Only one company was found to use a rapid benchmarking approach; therefore, the findings are from one case study. The depth of analysis presented was restricted due to commercial sensitivity.

The rapid benchmarking approach is likely to be of great interest to practitioners, providing them with a new way of finding solutions and best practices to address challenges that need to be solved quickly or with minimal expense. For organisations that have been using benchmarking for many years, the research will enable them to re-evaluate their own benchmarking approach and consider if rapid benchmarking could be used for some projects, particularly for internal benchmarking where it is easier to apply.

This research is the first to identify and document a rapid benchmarking approach and the first to provide a detailed analysis of the length of time it takes to undertake best practice benchmarking projects (and each stage of a benchmarking project).

The purpose of this paper is to provide guidelines for improving performance dialogue with a specific process and framework, leveraging existing literature.

Building upon Mengis and Eppler’s (2008) framework for conversation management, this study follows an action research approach, involving a process of co-creation, split into several distinct stages including two series of 20 semi-structured interviews with top executives of a major pharmaceutical company. These executives were directly involved in using the performance measurement system (PMS) in order to provide guidelines for improving performance dialogue. The data were analysed using content analysis, and the authors helped to develop a solution.

The analysis reveals a variety of recurrent communicative challenges and practices, which all appear to be characteristic for the performance dialogue process. The proposed framework consists of four separate phases, namely: data collection and identification of the main under and over-performance gaps, root cause analysis and action plans formulation, dialogue and solution implementation and dissemination of best practices.

This research contributes to the literature by introducing work on organisational communication into the field of PMS, by proposing a communication model for performance dialogue implementation. Furthermore, it addresses companies’ issues on how to successfully use their PMS and proposes a framework with specific prerequisites to be put into practice. Finally, this study offers a different explanation in the form of the lack of performance dialogue for the failure of PMS, compared to the current explanations found in the literature.

A review of extant literatures shows that most mergers fail during the integration process. Little is known about how the realization of operating synergies and dissemination of available know-how in the merged firm are managed in the post-merger phase. The purpose of this paper is to provide insights on the process of integrating operating synergies by focusing on the critical success factors that facilitate integration of the skills of merged banks.

The authors draw on three research traditions in merger literature and reconcile them with three dimensions of integration. In-depth interviews were conducted with Nordea managers from four Nordic countries.

Having learned from the mistakes of previous mergers, Nordea’s “guiding star” for managing its post-merger integration process was expressed as focus, speed and performance from top management. A hands-on leadership style, vision-led thinking, a bias for action, involvement of the entire staff, continuous focus on customers, open and honest communication with employees are critical to success.

The motive for a merger has an important impact on the degree of interaction and degree of integration. The authors expand on previous findings by, among other things, synthesizing three theoretical lenses into an integrative model, and addresses post-merger issues with a sharp eye towards clear managerial relevance.

The authors respond to the call to expand inter-firm relationships study beyond the narrow dyadic relationship focus and not solely conceptualize mergers as one of companies’ entry modes to implement mechanistic growth strategy. The three dimensions of integration imbued with three research traditions in merger literature provides us with a conceptual lens to conceive mergers also as engines for change emerging from the merged firms to enhance a bespoke performance of their business process.

The purpose of this paper is to explore post-Bolian reflexive theatre-based learning (TBL) theory and practice, in conjunction with meta-language and learning from experiences to address the gaps and silos between top-level macro strategy planning and operational micro-management on-going challenges in a contemporary new public management (NPM) major organizational change context.

An investigation was carried out over three months at a major French utility in a praxis-related action research context (PRAR). TBL formats, i.e. “improvisational wrestling” and “improvisational cabaret”, were adapted and put into practice.

A reflective process in which participants developed an enhanced sense of ownership and interest in the targeted organizational structure was developed. It allowed for collectively created contextual in-house knowledge, innovative practices and tools that supported the change initiative.

The main limitation of this research is that it is case-based, restricting the generalizability of its findings. Future research could examine the general validity of improvisational TBL forms and the way they can contribute to the creation of participatory innovation oriented corporate cultures. Also, an interesting research question would be to investigate how organizations, once having undertaken NPM initiatives, can continue nurturing a collaborative practice-based organizational culture over the long-haul, showing a clear need for longitudinal studies.

The present initiative and case study was deemed as successful by all stakeholders, and the programme of engaged change management sustainable and self-reinforcing.

This study extends the knowledge of the role of arts in enhancing organizational reflection. To the best of the knowledge, the TBL formats employed have never been used previously in PRAR. The paper builds links between organizational management, knowledge creation and micro-level organizational innovation. It fills a research gap concerning the content and the practices enabling innovation processes. Last but not the least, this study builds an actionable and replicable (yet not generalizable) framework based on reflexive theatre techniques as a novel learning approach in knowledge production in public sector enterprises undergoing a major organizational change.

This paper aims to explore why a company voluntarily engages in the sustainability reporting process, how this process becomes institutionalised and the resulting effects.

The research focusses on a single case study, conducted following an action research approach and interpreted through the lens of institutional work. According to the institutional work theoretical perspective, the individual or organisation is responsible for creating, maintaining or disrupting institutions.

The case company, Deco S.p.A., undertook sustainability reporting to clarify the values that the company was founded upon and how those values translate into management practice. By institutionalising the sustainability reporting process, Deco S.p.A. found its corporate climate improved, various aspects of its operations could be rationalised and the information gathered to produce the report was valuable for decision support.

This research project contributes to understanding why and how a company institutionalises its sustainability reporting. It also provides a better understanding of the internal forces that drive the voluntary reporting of sustainability issues and sheds light on the stages of the institutionalisation process.

The authors find that universities have a role to play in promoting the sustainability of companies, as they can transform the knowledge produced from research into useful knowledge for managing and reporting sustainability issues.

This four-year action research project contributes to the literature on both engagement research and the institutionalisation of sustainability reporting practices. The authors also expose some of the drivers affecting a company’s approach to sustainability reporting.

This paper aims to provide answers to the question: “What innovations would enable the tourism and hospitality industry to re-build?”.

At the outset, it redefines the concept of ‘Innovation” in the context of the hospitality and tourism industry. It then focuses on post-pandemic re-building best practices in tourism and hospitality. It captures the essence of the articles in this theme issue collection on innovative actions from around the world and presents concluding remarks.

This article summarises the key findings of this theme issue and it draws generalized conclusions about re-building the tourism and hospitality industry. In conclusion, 14 key learning outcomes are presented. These include topics such as: rethinking tourism and hospitality products and services, sustaining resilience, collaboration between the government, academia and industry, special interest tourism, domestic tourism, crisis management, digital transformation, the health and safety of all stakeholders, operational efficiencies and environmental sustainability.

This research contributes to the emerging research theme of tourism and hospitality post-pandemic re-building.

There are a number of practical implications in terms of industry approaches to the adoption of innovative strategies to re-build tourism and hospitality operations around the world.

Readers who are interested in international best practices of hospitality and tourism should find this concluding article of interest.

Tourism and transport represent two sides of the same management process, especially in tourism destinations characterised by a consistent or a rising volume of visitor flows.

Process-oriented organizations are compelled to be innovative and continuously implement changes to meet customer requirements and gain a competitive advantage in accordance with the business process management approach. In the digital age, organizations develop business process support systems using agile methods and introduce adaptation skills in order to support their core business. Seamlessly integrating both practices into a coherent and practically applicable solution supporting multi-scenario processes infallibly remains a challenge. The paper aims to discuss these issues.

The workshops identifying the key issues in an international capital group that consolidates facility management companies, as well as a related research review, have fueled a two-cycled Canonical Action Research (CAR) study.

The paper extends the current understanding of IT-enabled agility, proposing an adaptively improved infrastructure with a catalog of digital options that facilitates the composition of multi-scenario business processes.

The CAR was limited to the members of management board and the managers constituting the focus groups. The agile business process management (ABPM) model proposed focuses on adding novel functionalities/building new processes, leaving functionality lifecycle out-of-scope. ABPM empirical validation is limited to a single business/technical case.

Real-life solution for supporting dynamic business processes was delivered, as rigid IT solutions do not support quick assembly of customized business processes with abundant number of scenarios. The infrastructure enables composition of customer-tailored services based on re-usable digital options directory as well as enhances business process discrepancies/software bugs detection, reducing the cost of maintaining IT infrastructure for entire customer portfolio. A number of issues resulting from building IT solutions within a series of isolated projects with no coherent overall development strategy are mitigated.

The ABPM acts as a reference model for focusing on developing critical functionalities and limiting resources consumed by redundant features.