...Arash Shahin; Ali Attafar; Monireh Samea Purpose The purpose of this research is to propose a systematic and integrative approach for evaluating, assessing, analysing, and improving service quality and effectiveness. Design/methodology/approach A new approach is proposed, in which...

...Aurel Brudan Purpose This paper sets out to explore performance management as a discipline and propose an integrated performance management model. Design/methodology/approach This conceptual paper aims to clarify what performance management is and how it emerged as a discipline...

... to become integrated in all core business functions. However, in order to do so it is important that CSR is absorbed in the mainstream management standards that are used by the majority of large companies today. Design/methodology/approach The Danish pump manufacturer Grundfos A/S serves...

...Dana M. Johnson; Jichao Sun; Mark A. Johnson Purpose The primary purpose of the research was to determine whether automotive manufacturers integrate multiple manufacturing initiatives and whether performance measures were impacted directly by these initiatives. Design/methodology...

... The research involved detailed literature reviews and action research within the case study organisation. It involved the design of an integrated business improvement system (IBIS) that enables proactive performance measurement within an organisation. Findings Key performance indicators (KPIs...

...Joseph A. DeFeo; Alexander Janssen This first in a series of discussions introduces strategic deployment, a process that will equip an entire organization to perform at its peak in efficiency, profitability and in meeting customers’ needs. The process identifies and integrates every operation...