Table of contents
ABOLISH the traditional budgeting process
John FanningCompanies are failing to take advantage of the opportunities that an efficient and effective budgeting process can bring to an organization. While the budget is a necessary tool…
NORTEL'S PRACTICAL PATH to CUSTOMER LOYALTY
Phil BowdenMeasurement of customer satisfaction is integral to a culture of continuous improvement. But Nortel, the telecommunications multinational has taken it a step further in developing…
RAPID RESPONSE VEHICLE
Bruce WakelingConsumer pressure for fast and efficient delivery systems is driving retailers and distribution companies to develop a new generation of supply chain management tools. The…
PROGRESSIVE MEASURES of QUALITY
Jens Dahlgaard, Kai Kristensen, Gopal K KanjiTraditional quality measurements based on ‘closed’ indicators such as annual results reinforce a management focus on short‐term ‘fire‐fighting’. The development of predictive…
TRADE OFFS FOR CLIMATE CONTROL
Gareth PhillipsAs a result of the climate change agreements signed in Rio and Kyoto, in 1992 and 1997 respectively, trading in carbon emissions is a reality. Systems of verification and…
Where next for EUROPE?
Arnoud De MeyerAs de‐localization, restructuring, rationalization, delayering and reengineering chip away at the number of jobs in manufacturing, is there still a future for manufacturing in…
HARNESSING MARKETING TO THE BOTTOM LINE
Angela Chambers, Stephen ParkinsonMany companies pigeon‐hole marketing as a non‐value adding activity. But an auditing framework developed with 600 managers is putting marketing measurement on the senior executive…
FROM AWARENESS to advocacy
Peter HuttonMORI'S ‘relationship hierarchy’ model describes the dynamic by which positive feedback distils into business success. At its centre are the working relationships between…
TIME TO REDISCOVER STATISTICS
Jeremy Wyndham, Richard GooseyOver the past 20 years the UK market research industry has concentrated almost exclusively on technology to improve its operating standard, efficiency and control. The potential…
ONE FOR ALL OR ALL FOR ONE?
Richard BullPrice Waterhouse partners put the case in a recent MEASURING BUSINESS EXCELLENCE for ‘shareholder value’ as “the overarching imperative for management to deliver”. It is a view…
FITTING STANDARDS FOR PUBLIC SERVICES
David HamiltonRather than waiting to comply with pressure to install certified management systems in the public sector, County Durham Care set out to customize the ISO 9000 series as a…
ISSN:
1368-3047Online date, start – end:
1997Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Mr Jos Van Iwaarden
- Professor Giovanni Schiuma