... Capkun can be contacted at: capkun@hec.fr © Emerald Group Publishing Limited 2009 Financial performance Inventory Process efficiency Manufacturing industries The dominant theme of the operations management literature over the past century has been to improve operational performance...

... of service experience perceived by the customers account fully for all the tangible and intangible values the Company aims to generate. Our objective is to obtain ratings that gauge the variation over time of the Company’s overall performance as a service provider. Performance measurement Process...