Measuring Business Excellence: Volume 1 Issue 4

Nortel's lessons in driving revenues

Beginning with conformance to industry standards in the late 1980s, Nortel has evolved and refined its use of data and targets to drive revenues through customer value and process…

From PERFORMANCE MEASUREMENT to PERFORMANCE MEASUREMENT

Robert Bittlestone

Corporate interest in non‐financial performance measures may be a phenomenon of the nineties but it is nothing new. But the extent to which it brings about a change in company…

ANGLIAN'S JOURNEY OF transformation

Anglian Water is embarked on an innovative organizational ‘stretch’ programme, known as the Transformation Journey, to navigate the company from a locally‐focused, functional…

CABLE AND WIRELESS MEASURES MANAGEMENT for CHANGE

Jeremy Webster

As global and local market forces combined to challenge Cable and Wireless' lucrative monopoly on telephone services in the Caribbean a key part of its response was the…

A bridge TO expectations

Stephen Cardell

Understanding that benchmarking is a collection of approaches, rather than a single tool, is fundamental to its successful use. By water has developed a framework which steers…

HOW EUROPE'S BEST MEASURE UP

Since its inception in 1992 the annual European Quality Award has provided a showcase for continuous improvement through self‐assessment against the European model for business…

BROADER IS BETTER in the single market

Tony Clayton

Before the advent of the single market, Europe's most successful businesses were those which confined their operations to strictly defined market segments or regions. Analysis of…

A competency model for SME MANAGERS

Laura Phelan, Anne Eustace, Dermot Rush

The training needs of owner‐managers of small and medium‐sized enterprises (SMEs) have been consistently neglected by management development models. To address this lack of…

Monitoring for absence

Alastair Evans, Steve Palmer

The average company in the UK loses £533 a year for each of its workers in the direct costs alone of absenteeism. Yet most companies have little or no idea how the issue affects…

BRAVO IDENTIFIES CRITICAL SUCCESS FACTORS FOR LOGISTICS

Kees Kokke, K van Donselaar, M Allessie

Good operational performance depends on knowing which operational factors are critical to success. Bravo, a research project involving 150 transport and distribution companies in…

A STANDARD TO MEASURE ENVIRONMENTAL PROGRESS

For organizations struggling with the definition and measurement of their impact on the environment, the International Organization for Standardization is developing a new…