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Pirate this: breakthrough mindsets from the web

Systematically serving and wowing customers, delivering more by doing less, customer experiences that naturally improve with use, gaining traction in new markets by letting go of control – these are a...

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Effective process management through performance measurement: part I –...

Sink suggests that performance measurement is a “mystery ... complex, frustrating, difficult, challenging, important, abused and misused”[1]. Terms which must be defined include performance...

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Business process re-engineering: Theory- and evidence-based practice

Areas to be examined comprise: definition of terms used in business process re-engineering literature; genesis of business process re-engineering; development in use of business process re-engineering;...

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Best practice in the car after-sales service: An empirical study of Ford,...

The value system in the German car industry can be broken down into four major players; component suppliers, car producers, dealers or the point of sale, and buyers. These players are all affected by...

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The new model for improvement: total improvement management

Wow! What an exciting time the last 15 years have been for the quality professional. It is almost as though management suddenly realized that there was a direct correlation between quality and profit,...

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Business self-assessment: A strategic tool for building process robustness...

In 1990, Hammer[1], and Davenport and Short[2] described radical improvements which were being accomplished in companies such as Xerox, Ford, AT&T, Baxter Healthcare, and Taco Bell. In the...

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Effective process management through performance measurement: Part III-an...

The purpose of this article is to introduce a model for total quality-based performance measurement systems, based on case study research outlined in parts I and II[1, 2]. The model is in turn...

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The design and implementation of the balanced business scorecard: An analysis...

Interest among both academics and practitioners in performance measurement systems as a tool for delivering strategic objectives is now well-established in the management literature[1, 2, 3, 4, 5, 6,...

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An integrated business improvement methodology to refocus business...

Short Bros plc is the largest industrial employer in Northern Ireland. It is the world’s oldest aircraft manufacturer, having been established in 1901. The company designs and manufactures a range of...

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Best practice in the car after-sales service: An empirical study of Ford,...

General company information. Toyota is the third largest automobile producer in the world. It had, as at 1995, 48 production plants distributed all over the five continents of the world. Established in...

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