Performance Measurement and Management Systems
Public and Private Sectors
Published on 3. August 2007
157 pages
978-1-84663-509-0 (ISBN)
Description
The papers presented in this e-book represent a cross-section of the best papers from the 2006 EUROMA and the 2006 EURAM Conferences tracks in performance measurement and management. There are an interesting and unconventional mix of papers on the service measurement and management; we have studies from the banking, medical and hotels sectors, and others studies reporting findings from the perspectives of sales, services and customers satisfaction.
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Content
- Cover
- CONTENTS
- EDITORIAL ADVISORY BOARD
- Guest editorial
- Historical analysis of performance measurement and management in operations management
- The effect of performance management on the organizational results of a bank
- A performance measurement system for facility management
- Aligning strategic profiles with operational metrics in after-sales service
- Improving performance through tacit knowledge externalisation and utilisation
- A triple analysis of ISO 9000 effects on company performance
- Measurement and analysis of customer satisfaction: company practices in Spain and Portugal
- Organizational capability in SMEs
