Measuring Business Excellence: Volume 12 Issue 3

A methodology to measure the value of services provided to customers in manufacturing firms

Roberto Panizzolo

The purpose of this paper is to illustrate a methodology which can be used: to establish clear customer needs/expectations, draw up a range of services in order to enhance…

Measuring the performance of research collaborations

Simon Philbin

The purpose of this research was to investigate how to measure the performance of research and technology collaborations and to subsequently improve the management of…

Performance appraisal: essential characteristics for strategic control

Donald L. Caruth, John H. Humphreys

The purpose of this paper is to demonstrate the need for and propose a more aligned and integrated standard for performance evaluation to enhance effective strategic control.

Implementing stakeholder management: a case study at a micro‐enterprise

Peter Johansson

The purpose of this paper is to explore the implications of stakeholder theory for organisational development and contribute to the knowledge of operational stakeholder management.

Competitive priorities of manufacturing firms for internationalization: an empirical research

S.X. Zeng, X.M. Xie, C.M. Tam, T.W. Wan

The purpose of this research is to identify the competitive priorities of the manufacturing firms in their internationalization efforts.

Developing and validating an instrument to assess performance of public sector organisations: a case study of Malaysian schools

Nagarajah Lee

The purpose of this paper is to describe the procedures followed in developing and validating a context specific instrument to measure the performance of public schools in a…

The Handbook of Customer Satisfaction and Loyalty Measurement (3rd ed.)

K. Narasimhan

ISO 9000 Quality Systems Handbook (5th ed.)

K. Narasimhan