Table of contents
CUSTOMER PRODUCT: RATIONALIZATION FOR PROFITABILITY
Jeffrey T LuftigOne of the key applications for a company adopting a total asset utilization approach to cost and profitability improvement is to determine the true profitability of an existing…
A MEASURE OF THE IMPOSSIBLE
Alex Evans, Barrie G DaleCulture is one of the intangibles of business, integral to success but regarded as difficult, if not impossible, to measure. A business excellence culture measurement index…
HOW TO PRODUCE better SERVICE
Arthur Romeijn, Teun HardjonoServices are of growing competitive importance but many people have difficulty with managing their provision. Adopting a production‐based perspective shows more clearly how the…
THE RESILIE
Roger Williams, Barrie Dale, Ton Van der WieleLike the reports of Mark Twain's death, the demise of total quality has been much exaggerated. Periodic changes of direction and drivers have given it new life and impetus during…
HOW COMPANIES EXPLOIT WHAT THEY KNOW
A benchmarking study of leading companies operating best practice in knowledge management indicates that, although they are committed to the concept, organizations are struggling…
AN EVOLUTIONARY APPROACH TO EXCELLENCE
After more than two years of consultation and five drafts an ‘improved’ version of the European model for business excellence used in quality awards and self‐assessments was…
GUIDELINES FOR A SUSTAINABLE FUTURE
Pressure from consumers and governments is mounting on organizations to account for their environmental and social activities in addition to financial performance. A draft set of…
the chief executive's INFORMATION TECHNOLOGY challenge
Charles V. Callahan, Joseph Nemec jr.Information technology has emerged as a key component of competitive advantage. In assessing how and where to invest senior executives must realize that the past few years have…
CAPITAL ONE A STRATEGIC IT MODEL
At the Capital One Financial Corporation, one of the largest providers of Mastercard and Visa credit cards in the world, information technology is completely intertwined with the…
Satisfaction divides along country lines
Employee satisfaction is a key performance indicator, but improving contentment in the workforce is not an exact science. Across Europe staff express different attitudes to common…
ISSN:
1368-3047Online date, start – end:
1997Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Mr Jos Van Iwaarden
- Professor Giovanni Schiuma