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The purpose of this paper is to investigate the internal mechanisms employed by early adopters of integrated reporting in Australia to manage their reporting process and explores whether integrated reporting is stimulating innovative disclosure mechanisms.

The study was based on in-depth semi-structured interviews with organisations in varying stages of implementing integrated reporting. In total, 23 interviews were conducted with sustainability managers, finance managers and communications managers across 15 organisations. A content analysis of the interviews was undertaken using qualitative coding techniques.

While the organisations that are producing some form of integrated report are changing their processes and structures, or at least talking about it, their adoption of integrated reporting has not necessarily stimulated new innovations in disclosure mechanisms. This study did not uncover radical, transformative change to reporting processes, but rather incremental changes to processes and structures that previously supported sustainability reporting.

A major limitation of this research study was the small sample of organisations and stakeholders that participated, and the single-country focus. Finance, accounting and strategy people were particularly under-represented in this study, as well as external stakeholders, and the conclusions can only be tentative until further tested.

This paper sheds light on the practices of early adopters of integrated reporting, and their learning could inform other organisations considering an integrated reporting approach.

As an emerging phenomenon, there are few empirical studies exploring integrated reporting practices and this paper provides some insights into integrated reporting in Australia.

Total quality management does improve organizational performance and remains the most viable long‐term business strategy around. These were the findings of a recent report entitled “TQM: Forging a Need or Falling Behind?”, commissioned by Development Dimensions International of Pittsburgh, the Quality & Productivity Management Association of Schaumburg, Illinois, and Industry Week, which were based on interviews with 6,500 people in 84 organizations. However, on considering the various elements which help or hinder TQM implementation, training emerged as the one successful theme in successful programmes.

Evolving purchasing/sourcing strategies necessary for competitive success during the 1990s are identified. The strategies, identified by purchasing executives of leading‐edge Fortune 100 firms during field interviews and a Delphi process, reflect purchasing′s growing contribution to firms′ overall competitive performance. Also included is a discussion of supply base optimisation and total quality management at the supplier as necessary prerequisites for the implementation of increasingly sophisticated strategies which follow a progression to achieving an integrated set of purchasing strategies. There is also a discussion of the linkage between corporate and purchasing strategy.

The purpose of this paper is to provide a review of the critical success factors (CSF) for lean and six sigma and an analysis of these CSF as compared to previously popular change methods.

The paper uses a literature search and comparative analysis complemented with examples from previous case studies.

With only slight variations, the critical success factors are similar for all the change methods. Furthermore, the critical success factors seem to be relatively constant over time. Another important finding is that the CSF tend to relate more to how an organization approaches the change effort versus change method specific factors. The issues of management support and organizational culture are often emphasized as especially critical. The paper highlights and discusses three additional important CSF: strategic alignment, project management and training.

The awareness of CSF, in combination with an awareness of similarities between the methods, can potentially guide organizations in implementations of existing change efforts, and also prepare them for the next widely popular change method – when it arrives.

The paper presents the comparison of such aspects as goals, approaches, structure and tools and a detailed analysis of critical success factors.

The authors believe that corporate culture, if correctly aligned with the external environment, is the key to long‐term organizational success. The paper aims to explain how CEOs can take an abstract concept like culture, visualize it, and take steps to harness its power to create enduring competitive advantage in the marketplace.

Based on previous research, the paper hypothesizes that a strong market culture exhibits high ratings on six dimensions of corporate beliefs and behaviors related to: customer insight, competitor awareness, collaborative approach, criteria for decisions, CEO leadership, and a deep organizational commitment and contribution of all functions to creation of superior value for customers, profitably.

The case study of Telstra is presented to illustrate how their concept works in practice.

The paper offers the authors' 6Cs Model as an actionable framework for building a strong market culture. Significant steps can be taken in each of the Cs to strengthen a company's market culture.

The paper offers a prescription for market culture change. Each of the six dimensions of the 6Cs Market Culture Model is discussed, concluding with specific steps for leaders to foster the attributes of the dimension.

A comprehensive review of the literature established that several investigations have been made of operations management teaching in the USA, whereas almost nothing has been published on European teaching. Therefore, an exploratory investigation was made of operations management teaching on the MBA courses of ten leading European business schools. The results show that course content is similar across schools, but there are large variations on three dimensions: the time allocated by schools to the subject; the balance between operations strategy and tools and techniques in teaching; and the level of emphasis given to service operations. The results also indicate the emerging importance of integrating operations management with other subjects in the MBA curriculum and the key challenge facing faculty ‐ the need to raise the perceived importance of operations management. The comparison of courses will be of interest to all operations management faculty who teach core courses and particularly those who are looking for ideas on how to re‐design courses.

The purpose of this paper is to examine the generalizability of the customer relationship management (CRM) scale originally developed by Sin et al. as well as to investigate the strength of linkages between CRM implementation components and business performance in Jordan's financial service organizations (FSOs).

Using a quantitative methodology, data were collected through a survey that included FSOs that are operating in the Jordanian market. The original adopted CRM scale was administered to 12 banks and 18 insurance companies that were found to be implementing CRM. An overall number of 320 questionnaires were sent to these banks and insurance companies' top management members who were directly involved in CRM implementation and performance assessments. Exploratory and confirmatory factor analyses were used to assess the generalizability of the CRM scale developed by Sin et al. Structural path model analysis was also used to test the research hypotheses concerning the relationship between CRM implementation and business performance.

The results suggest that the CRM implementation scale originally developed by Sin et al. does generalize to a Jordanian FSOs context. The findings indicate that there is a positive and significant relationship between CRM implementation components and FSOs' business performance comprised of financial and marketing performances. CRM organization and technology‐based CRM are the strongest predictors of variations in FSOs' business performance.

This paper is the first systematic research project in Jordan that isdevoted to investigating the scale and components of CRM implementation in Jordan and in the Middle East.

Offers the view that TQM concepts apply equally to manufacturing and service industries and examines assertions through a survey of selected manufacturing and service companies involved in TQM implementation. To test the hypothesis a framework of 19 TQM dimensions is developed and, based on this framework, the studied companies are evaluated. It is shown that under varied environmental conditions the TQM tools and procedures may vary but the underlying concepts apply equally to both manufacturing and service companies. The differences in the studied dimensions between manufacturing and service companies signify slow dissemination of TQM knowledge among the service companies. Service operations are generally not sure whether the tested procedures in manufacturing companies will work equally well for them. As a result, commitment for a fully fledged TQM has been lacking in the service industries.

The premise of this paper is that tension exists among participants and parties engaged in projects. The uniqueness of development virtually assures this. The purpose of this paper is to propose that tension is a product of the precursors of complexity, uncertainty and equivocality, and an attempt is made to characterize tension as it arises in projects – its genesis and its nature.

An in-depth case study was conducted in a manner in which the contextually sensitive empirical researches for which Nordic studies are known. Within discussions on the strategy, decision making, intra- and inter-project interdependencies and managing across development sites associated with a flagship project, 77 statements concerning tension were identified for analysis. Through a literature review, 12 tension-driving factors were identified. These factors were used as base for analysis.

These statements were analyzed for content to produce a model associating tension with its precursors and the literature on tension. It is found that due to innovation turbulence, tension-driving factors are cascaded in and around organization(s). Tension is manifested in various ways for different stakeholders and tension management is performed through cognitive and emotional responses. The texture of tension is characterized by fluidity, multiplicity and parallelism.

Case studies can of course not be generalized; they are valuable, however, in indicating important observations for further studies.

A contribution is made to management theory where knowledge about project context is seen as essential in order to understand best practices for project execution and effectiveness.

Although common, even virtually assured in projects, tension tends to be neglected in successful management. This study associates the genesis of tension through the underlying contributions of complexity, uncertainty and equivocality. It is believed to be the first study of its type.