Table of contents
The greener way to success at 3M
On a global scale, people are increasingly condemning behaviors that cause damage to the environment. Manufacturers are constantly under pressure to develop environmentally…
The start‐up challenge
The planning stage in start‐ups still typically overlooks the importance of organizational capability. Yet experience shows that this frequently leads to operations and…
Retaining industrial customers
Customer retention, we are told, leads to higher profitability, but how many companies have developed strategies to retain their valued customers? Adaptation and bonding are two…
Evaluating improvement programs
While many companies continually seek to improve their organizational practices or market positions through improvement programs and quality initiatives, very few actually make…
Best behavior at Lufthansa and the Prudential Insurance Co.
Improving business performance often focuses on clearly articulated strategies, definite goals and structural change. However, even the best laid plans for change often fail to…
Making knowledge management work
It is a common failing in mankind to look for knowledge and the solution in the far distance when the answer lies unnoticed at our feet. How do diverse and large corporations…
CRM – easy to do wrong, hard to do right
In essence it seems quite simple: look after your customers and they will look after your business. But as with all such management theories, customer relationship management…
Total quality muddle?
Companies implement TQM initiatives because they seem to be a “fast track” to improved performance and profitability. TQM is also customer driven because as more and more firms…
ISSN:
0258-0543Online date, start – end:
2002Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Miss Emma Steele