Measuring Business Excellence: Volume 7 Issue 2

Innovation assessment as a management information tool: a case study

The assessment of managerial action can be viewed as an information tool for the improvement of management decision‐making processes. Such an assessment might serve to improve…

Assessment methodology to prioritize knowledge management related activities to support organizational excellence

So far, a systematic and comprehensive assessment tool to prioritize organizational development activities, especially in the currently intensely discussed domain of knowledge…

Excellence in knowledge management: an empirical study to identify critical factors and performance measures

Knowledge management (KM) has emerged in recent times as a phenomenon with wide‐ranging implications for organizational innovation and competitiveness. Supporters argue that as…

The predictive power of intangibles

This paper describes the need for intangible measurements for non‐financial reporting. Nowadays book value accounts for just around one quarter of the market value making the…

Exploring the customer feedback process

In today’s increasingly competitive market, it is important both to delight and to avoid disappointing the customers. Thus, it is of value to have a systematic process for…

Business excellence initiatives: dependencies along the implementation path

In this paper, we argue the success and sustainability of a business excellence (BE) initiative is influenced by (1) the contextual alignment of the initiative with the…

The relationship between networking practices and business excellence: a study of small to medium enterprises (SMEs)

Small to medium enterprises (SMEs) are often perceived as a fertile area for the formation of effective networks. However, research to date has focused primarily on large…

"Hardwiring" an organization's service performance

Focus on the Net

Employing transformational leadership to enhance the quality of management development instruction

Unique training: the mood indicator is an employee's tool

Measuring the quality of relationships in consumer services: an empirical study

Events

Singapore Airlines: what it takes to sustain service excellence – a senior management perspective

Activity Based Management: Improving Processes and Profitability

Viewpoint: techniques for quality-minded training professionals

The business excellence model: implications for quality training

Editorial

Service quality: complaints and compliments

News focus

Developing a quality assurance framework for in service training and development

The implementation and application of the business excellence model in SMEs

Developing a comprehensive picture of service failure

Focus on books

Rethinking paradigms of service – service in a virtual environment

Quality management training in Australia

Viewpoint: don't drink the bleach!