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The purpose of this paper is to extend the knowledge of the use of performance measurement systems (PMS) in situations where the benefits of both vertical and horizontal integration strategies are sought simultaneously.

This is a single case study, the purpose of which is to build a contextual theory.

The main results highlight three competing and partly contradictory tendencies in the development and use of PMS in organizational integration. In addition, the authors have identified features of PMS that may benefit or hinder integration. Grounded on empirical findings the paper presents a more complete theoretical framework of PMS for integration.

The propositions of the framework need to be tested in different contexts with case and field studies or a large sample of data using statistical techniques to improve external validity. The causal relationships explored in this study may be further developed using longitudinal studies.

In acquisition situations there exists the need for vertical integration to control the growing complexity but at the same time for horizontal control to advance customer-centred production. Performance measurement is the key issue to examine the execution and results of such integrations.

Case study findings are used to develop a more comprehensive theory of PMS design and use in situations where both vertical and horizontal integration are sought. Contrary to current understandings, the central statement of this study is that horizontal organization is not an alternative to vertical organizational structure but they can be effectively coupled.

Supply chain (SC) is a homogeneous and interconnected network of firms which manages supplies, storages and handles material, information, personnel, equipment and final products throughout its length. The SC can be the means by which businesses add value to customers and therefore competitive advantage in the international market. Competitiveness no longer exists among individual members of a SC but between SCs. International literature pointed out, that strategy and competitiveness associated with specific strategic priorities. In this paper will be documented that the priorities as objectives of strategic importance comprise the key areas for the performance of the SC network. To support this, a systematic framework of strategic priorities, will be developed, which will visualize the major SC assessment areas that the SC network should turn its improvement efforts. The paper aims to discuss these issues.

In total, 200 high level managers from 71 Greek manufacturing companies covering the whole country using their own SC networks took part in the study. Data analysis were conducted to create a model that describes the strategic priorities which are important, for the competitive advantage of their SC network.

The results revealed seven critical strategic priorities: internal flexibility, production quality, waste reduction, customer focus, sustainability, reduction of production cost and efficiency. This paper analytically explores the strategic practices that seem to influence SC network performance and generates a systematic framework of the critical strategic priorities of the SC network performance.

The proposed framework has six major advantages. First the research outcome enables managers to design their SC strategy. Second, proved the great importance of the strategic priorities institutionalization. Third, makes clear to stakeholders which are the SC network performance issues to consider. Fourth, the proposed framework could serve as a suitable formula for assessing the effectiveness and readiness of SC to face the competition. Fifth, it is an effective way of prioritizing the strategic practices as it provides the most important areas on which the firm can base tasks like evaluation, benchmarking and comparison of its SC both as a network and as individual firms. Finally, the proposed framework is an effective way to evaluate the consistency of strategic objectives and actions adopted for the SC.

Literature review revealed a very important conclusion. It has been developed a broad discussion concerning issues on strategic practices which are responsible for the competitive advantage of the SC network. However, there has not been a significant effort on integrating all the practices under the spectrum of the SC in order to distinguish the most important of these practices that can lead to competitive advantages.

Examines an issue of fundamental importance to marketing and manufacturing companies – how to implement more customer focus and responsiveness through better management of their supply chains. Aimed at senior management frustrated by their company′s inability to make real breakthroughs in this arena, while at the same time scared‐stiff of possible and catastrophic breakdown in supply through imposed change that the company cannot accommodate. Offers some ideas on how control and responsiveness can be achieved in logistics through supportive systems improvements. By “logistics” we are generically describing far more than just physical goods movement.

CIM and BPR are seen as two kinds of means whereby performance can be improved while flexibility is, at the same time, also being enhanced. Highlights similarities as well as differences between BPR and CIM through comparative analysis. Emphasizes that CIM is still an incremental approach to enterprise performance improvement although much information technology is being used, and that radical changes will not be achieved without combining with BPR. Analyzes the effects of BPR on CIM in three aspects: production process, organizational structure and information technology. Proposes that the aims of CIM based on BPR are designing of customer‐oriented production process, creating of teamwork‐centered and flexible organization consisting of some from market‐to‐market process chains and building of distributed, simplified and integrated supporting information system.

Outlines two distinct views of database marketing – as a total marketing strategy and as a tactical tool. Argues that a database marketing strategy can be realized only in companies with a genuine customer focus. As a result the tactical choice is more appropriate to most companies. Suggests that the problems of database saturation, where further cross‐selling using a database is not cost‐effective, can be overcome through widening the company′s credibility as a supplier as well as by increasing the size of the database. A database marketing strategy uses the tools of image and brand building to establish this credibility.

Presents the findings of a study which investigated the adoption of lean production methods in Australian manufacturing industry. Data were gathered through a telephone survey from 51 companies representing a range of industry sectors. The study found that a large majority of the companies were practising lean production methods. Discusses the organizational changes which had occurred in the organizations as a result of the introduction of lean production. Discusses the change drivers of the lean production programme, benefits achieved, difficulties experienced and future trends.

Vehicle manufacturer “CarCo” has spent decades developing its supply strategy based on customer ordered production. Yet the combination of an over‐crowded European market and the need to grow sales poses a dilemma: what strategy does it adopt to manage its global operations? This research aims to examine the implementation of responsive operations and supply strategy to analyse how and why a firm's strategy changes over time.

Based on the observations from a two‐day workshop held for 50 managers at the firm's headquarters, the paper explores theoretical and practitioner implications for the continued development and implementation of build‐to‐order (BTO) as a cornerstone of supply strategy.

Despite considerable capability at functional and business level, CarCo must address corporate and industry factors in order to raise responsiveness. Managers understand the conflict between operational and supply strategies presented here, yet are limited in the extent they can act on this knowledge due to the multi‐level aspect of strategy and difficulties over control beyond the boundary of the firm.

Key performance indicators need to be modified to gauge individual sale profitability, alongside new incentives and measures to overcome demand distortion and supplier game‐playing. Further, the balance between flexibility investment and better customer fulfilment should be explored through cost analysis.

Presents a managerial perspective of supply chain strategy development, analysed through a structured academic lens. The paper illustrates the increasingly dynamic nature of supply chains and the importance of connections between retail distribution, manufacturing, and in‐bound supply as part of the global operation.

A large dairy stopped endlessly battling competitors for market share and instead concentrated on making the retailer and distributor the target of its operation. This change in focus uncovered new opportunities to create customer‐valued differentiation of its products. Case 2: At a time when most insurance companies were debating whether their customer was the policy holder or the beneficiary, this insurer realized that the agent/broker was its real customer, and that its operations had to be redesigned in order to provide satisfactory products and service.

The purpose of this paper is to test the relationship of process approach (PA), customer focus approach (CFA) and school quality with the moderation of professional certification of school principal to fill the gap of quality management practices in private schools.

Study applied quantitative design with the sample of 401 principals of private schools. Questionnaires were adapted from different studies, and pilot study was carried out. Confirmatory factor analysis was done along with structural equation modeling.

Results indicate that the process approach has a significant effect on functional quality and academic quality of schools. Customer focus approach medicates the relationship of process approach and functional quality. The study found no evidence of the relationship of moderation of professional certification of school principal with process approach, functional quality and academic quality.

Study contributed through the generation of new dimensions of school quality, putting professional degree of school principal as a moderator and by providing basis to understand the implementation of quality management system in schools. The outcomes of study will guide school managers to implement the process management approach to improve the school quality.

Originality of the study is defined in three ways; first, it is first study that examines the relationship of process approach, customer focus approach and school quality with the moderation of professional certification of principal. Second, it chooses “single” schools that have not been subject of any quantitative research exclusively. Third, it is a first attempt to examine the working of private schools in Pakistan with respect to quality management principles.

The purpose of this paper is to investigate the multidimensionality of total quality management (TQM) practices and its relationship with production workers' job satisfaction in the Malaysian electrical and electronics (E&E) industry context.

Data for this study were collected using a self‐administered questionnaire that was distributed to 520 production workers in three major E&E organizations in Malaysia. Of the 520 questionnaires posted, 173 usable questionnaires were returned, yielding a response rate of 33.26 percent. The correlation and multiple regression analyses were applied to test the theoretical model and the relationship between TQM practices and job satisfaction.

The results revealed that not all TQM practices enhanced production workers' job satisfaction. Only organization culture and teamwork showed a positive relationship with the production workers' job satisfaction. It was found that when teamwork was perceived as a dominant TQM practice, improvement in production workers' job satisfaction levels was significant.

The findings prescribed potential implications for top management to review their TQM dimensions, consistent with the training needs of the employees within the organizations. Hence, production workers will be more likely to perform better and to feel a higher level of satisfaction towards the organizations.

The study has contributed in advancing the TQM literature with a better understanding of the multidimensionality of TQM practices and its association with production workers' job satisfaction that would facilitate more quality management research in developing countries.