Effective process management through performance measurement: part I –...
Sink suggests that performance measurement is a “mystery ... complex, frustrating, difficult, challenging, important, abused and misused”[1]. Terms which must be defined include performance...
View ArticleBusiness process re-engineering: Theory- and evidence-based practice
Areas to be examined comprise: definition of terms used in business process re-engineering literature; genesis of business process re-engineering; development in use of business process re-engineering;...
View ArticleBest practice in the car after-sales service: An empirical study of Ford,...
The value system in the German car industry can be broken down into four major players; component suppliers, car producers, dealers or the point of sale, and buyers. These players are all affected by...
View ArticleThe new model for improvement: total improvement management
Wow! What an exciting time the last 15 years have been for the quality professional. It is almost as though management suddenly realized that there was a direct correlation between quality and profit,...
View ArticleBusiness self-assessment: A strategic tool for building process robustness...
In 1990, Hammer[1], and Davenport and Short[2] described radical improvements which were being accomplished in companies such as Xerox, Ford, AT&T, Baxter Healthcare, and Taco Bell. In the...
View ArticleEffective process management through performance measurement: Part III-an...
The purpose of this article is to introduce a model for total quality-based performance measurement systems, based on case study research outlined in parts I and II[1, 2]. The model is in turn...
View ArticleThe design and implementation of the balanced business scorecard: An analysis...
Interest among both academics and practitioners in performance measurement systems as a tool for delivering strategic objectives is now well-established in the management literature[1, 2, 3, 4, 5, 6,...
View ArticleAn integrated business improvement methodology to refocus business...
Short Bros plc is the largest industrial employer in Northern Ireland. It is the world’s oldest aircraft manufacturer, having been established in 1901. The company designs and manufactures a range of...
View ArticleBest practice in the car after-sales service: An empirical study of Ford,...
General company information. Toyota is the third largest automobile producer in the world. It had, as at 1995, 48 production plants distributed all over the five continents of the world. Established in...
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