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Corporate governance and measuring performance

John Wilkes
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Performance management in call centers: lessons, pitfalls and achievements in Fujitsu Services

Bernard Marr; Stephen Parry
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An evaluation of the corporate culture of Southwest Airlines

Gene Smith
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Improving strategic oversight: the CIMA strategic scorecard

Gillian Lees
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Engaging marketing in performance measurement

Diana Woodburn
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Developing a performance measurement audit template – a benchmarking study

J. Bauer; S.J. Tanner; A. Neely
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A “scorecard” for service excellence

Christopher Ryder Jones
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Business excellence of industrial groups in Oman

Ramakrishnan Ramanathan
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Editorial

Editorial

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Focus on

OFR: operational and financial review – a note

Mike Bourne
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Literati Club

Awards for Excellence

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Note from the Publisher

Note from the Publisher

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Quality focus

Focus on the Web

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Focus on events

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Ireland embraces the quality factor –companies see the value of ongoing improvement

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Key readings

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Will we recognize the TQM of the future? Factors which will reshape the body of knowledge

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Focus on books

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