Table of contents
Improving strategic oversight: the CIMA strategic scorecard
Gillian LeesEnterprise governance is an emerging concept which emphasizes the importance of balancing the corporate governance and performance management aspects of the organization. In the…
Corporate governance and measuring performance
John WilkesDiscusses corporate governance, which is increasingly being seen as the hallmark of a well run company, and how this should be demonstrated. Questions how governance should be…
Developing a performance measurement audit template – a benchmarking study
J. Bauer, S.J. Tanner, A. NeelyBenchmarking is a powerful tool that, when applied properly, provides an organization with invaluable insights to support the achievement of their objectives. This paper describes…
An evaluation of the corporate culture of Southwest Airlines
Gene SmithThe attached paper describes the keys to success for Southwest Airlines, including its approach to quality management. Southwest did not implement a formalized “quality management…
Business excellence of industrial groups in Oman
Ramakrishnan RamanathanThe manufacturing industry sector is one of the dynamic and important productive sectors of the economy. Hence, efforts have been made in the literature to assess the performance…
A “scorecard” for service excellence
Christopher Ryder JonesGulf Bank’s service excellence “scorecard” was developed to support the Bank’s delivery of superior service in its market sector. The “scorecard” provides focus for a “service…
Performance management in call centers: lessons, pitfalls and achievements in Fujitsu Services
Bernard Marr, Stephen ParryThis paper provides an overview of Fujitsu’s sense and response approach towards performance management. It is demonstrated using a case example of call center performance as part…
Engaging marketing in performance measurement
Diana WoodburnMarketing has habitually avoided performance measurement, pleading difficulties with quantification of its activities and their outcomes. As a result, in many companies marketing…
ISSN:
1368-3047e-ISSN:
1758-8057ISSN-L:
1368-3047Online date, start – end:
1997Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Mr Jos Van Iwaarden
- Professor Giovanni Schiuma