Measuring Business Excellence: Volume 11 Issue 2

Successful performance management? Apply the strategic performance management development cycle!

This paper seeks to provide a method which increases the chance of successful implementation and use of a performance management system (PMS). This method should incorporate both…

Driving performance in a multi‐agency partnership using outcome measures: a case study

This paper aims to present the rationale for the adoption of a performance measurement approach within a partnership setting, the process followed to develop a multi‐agency…

Dynamic stringing: improving cross‐functional accountability

This article sets out to examine the common organizational problem of inadequate tracking and follow‐through of cross‐functional corrective actions and strategic objectives…

Demographic predictors of service satisfaction in Greek public organizations

The study aims to extend satisfaction research by investigating potential gender and age effects on perceptions of satisfaction in a public service environment.

Customer value as a key performance indicator (KPI) and a key improvement indicator (KII)

The purpose of the paper is to develop existing tools or methodologies to measure customer value during acquisition and use, in such a way that the measures concurrently indicate…

The behavioral sequence of information education services industry in Taiwan: relationship bonding tactics, relationship quality and behavioral loyalty

The purpose of the paper is to summarize existing evidence about the behavioral sequence of relationship marketing at the individual customer level, and to offer a conceptual…

Managing Intellectual Capital in Practice

Six Sigma for Growth: Driving Profitable Top‐Line Results

Benefit Realisation Management: A Practical Guide to Achieving Benefits through Change

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