Measuring Business Excellence: Volume 3 Issue 1

THE DANGERS of COMPETITION

Tito Conti

In an independent view of the evolution of ISO 9000 and the quality award models, Tito Conti, one of the chief architects of the European model for business excellence, warns of…

INSTRUMENTS TO SUPPORT SELF‐ASSESSMENT

Barrie Dale, Ruth Boaden, R McQuater, Mick Marchington, Martin Spring, Adrian Wilkinson, Mark Wilcox

Over the past decade, the establishment and growth of quality awards has stimulated organizational self‐assessment using the award models. Four new methods developed from…

THE NEGLECTED SUCCESS FACTOR

Valerie Graeser, Leslie Willcocks, Nikolaos Pisanias

Assessment and evaluation issues can critically affect the success and failure of outsourcing strategies. As pressure mounts on organizations to put their information technology…

TOTAL asset utilization

Jeffrey T Luftig

An overview of a productivity metric for profitability enhancement and focused cost reduction that addresses the reasons why many cost or quality initiatives under‐deliver or fail…

a Practical SCORE FOR BUSINESS EXCELLENCE

Jens Dahlgaard

For businesses a major drawback of self‐assessments based on quality award models is the amount of precious time and effort they require. Based on work with a major European…

THE SEVEN STAGES of FINDING OUT WHAT MATTERS MOST TO CUSTOMERS

Nigel Hill

Obtaining real value for an organization from surveys of customer satisfaction involves turning feedback into an accurate measure. Many companies fall down by overlooking or…

PLANNING ON a journey

Steve Cardell, Matthew Johnson

An alliance with another company can deliver rewards in the shape of increased efficiency, value and effectiveness. But as a strategy it should be approached as a joint journey…

Procurement moves centre stage

Alexander Janssen, Wen Wu Yuan

Market conditions are undermining the commonly held view of the procurement function as a service‐providing cost centre. A benchmarking consortium of leading companies guided by…

Crisis and hubris IN THE WORKPLACE

Over the past decade organizations have been buffeted by change of unprecedented intensity. At a time when they have also come to recognize the importance to their success of…

THE MAKING OF LEADERS

John Couldstone

The critical importance of leadership as the driver of competitive initiatives puts a premium on its identification and development at all levels. A profiling exercise developed…

INFORMATION SHORTFALL

The reporting practices adopted by leading companies in presenting information about their performance to investors fall short of the generally accepted procedures they use…

The intangible value IN SOCIAL ACCOUNTING

Craig Mackenzie

With the lobby growing for social and ethical reporting, companies will need to quantify the relationship between ethics and business success to convince shareholders focused on…

Harvard Business Review on Measuring Corporate Performance

While the contributors to this recent addition to the Harvard Business Review Paperback Series may not encompass the entire population of the performance measurement Olympus they…