Introduction.
PART 1: DECISION MAKING.
ABC-ABM at Hewlett-Packard Europe for Customer Support. ABC in Norwegian State Railways Passenger Transport. Scottish National Blood Transfusion Service. Diamed. The Royal Hotel.
PART 2: CUSTOMER ORIENTATION.
Cost Control in the Early Stages of Product Development - Development Over Time in Volvo Car Corporation. Wisapaper: The Role of Management Accounting in Manager Customer Relationships. Introducing the Commercial Manager: Management Accounting Support for the Sales Function of Bass, Brewers, UK.
PART 3: PERFORMANCE MANAGEMENT.
KCI Conecranes: Developing Non-financial Measures in a Global Crane Company. The Use of Incentives at the Credito Italiano Bank in Passing from a Protected to a Competitive Market. CSC Denmark: Controlling and Accounting for Time. The Customer Account Manager's Support System (CASS) at .Den Norske Bank Group.
PART 4: ACCOUNTING AND ORGANISATIONAL CHANGE.
A Case on the European Ferry Company in the Process of Privatization. Royal Mail (A): From State-bureaucracy to Commercial Provider of Services. Royal Mail (B): From Loss to Profit position. Ondina S.A.
