Table of contents
The promise of SIMPLICITY
Clive JeanesIn focusing on tight management of direct costs many businesses are overlooking the savings and increased profitability to be made by unravelling complexity, says Clive Jeanes.
The Milliken experience
As European division managing director of Milliken, Clive Jeanes was at the forefront of the industrial fabric maker's development of quality management for 22 years until his…
OBJECTIVES first
Peter HillmanThe European business excellence model offers organizations an effective framework for gauging if and how well they are delivering customer satisfaction. But it helps to begin…
COMPETITIVE STRATEGY
Michael E. PorterStrategy may not be the most dynamic word in the business lexicon, but reports of its death as a core discipline are premature. The analytical approach to strategy first put…
Present‐day application
While Competitive Strategy is widely recognized as a classic contribution to the art of (senior) management thinking, over the years the limelight has been stolen by tools and…
DOW'S QUEST FOR intellectual VALUE
Graham McConnachieOver the past five years The Dow Chemical Company has developed a framework for the management of its intellectual assets which promotes value creation and growth in its…
THE passionate LEADER
In building Rhône‐Poulenc into one of France's biggest global companies, Jean‐René Fourtou has developed his belief that the job of management is to help people first define their…
Much more than THE PRICE IS RIGHT
Jon Hampson, Richard LammingPurchasing has enjoyed a change of image in recent times. Once regarded as a peripheral, cost‐obsessed activity, it is now widely recognized as a potentially vital strategic…
TNT's TIMELY REMINDERS
As a habitual award winner TNT United Kingdom is consistently rated a top performer by its peers. But the distribution and logistics company has equally vigorous and rigorous…
A DIAL FOR CUSTOMER VALUE
Jim HumphrisSymbia's Customer Barometer offers a supplier the means to gauge how it is performing against the real needs of its customers and to cement a long‐term relationship, says Jim…
THE EDGE OF satisfaction
Marion LovedayWhat influence does customer loyalty have on the effectiveness of customer satisfaction as a measure of success? A three‐year study by the European Foundation for Quality…
EFFECTIVE METHODS for measuring the cost of poor quality
Lars SörqvistReducing a company's non‐value creating costs — the cost of poor quality — is one of the best ways of increasing profitability and competitiveness, yet ineffective measurement…
ARMSTRONG'S STRETCH MARKS
Armstrong World Industries Building Products Operations has consistently used the Baldrige award model criteria competitively to gauge its performance and to set stretch targets…
The Malcolm Baldrige National Quality Award
Initiated in the US Congress in 1987 as a rallying point for quality efforts in the face of (largely Japanese) competition, the Malcolm Baldrige National Quality Award is its…
SUN LIFE'S human resources SCORECARD
Keith Brassington, Sarah SlemenSun Life, one of the UK's largest providers of long‐term personal finance products, is deploying a customized scorecard of measures within its human resources department to tie…
ISSN:
1368-3047Online date, start – end:
1997Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Mr Jos Van Iwaarden
- Professor Giovanni Schiuma