Performance measurement and management systems : public and private sectors / guest editors: Veronica Martinez and Zoe Radnor.

Format:

Book

Contributor:

Martinez, Veronica.

Radnor, Z. J. (Zoe J.)

Series:

International Journal of Productivity and Performance Management - Issue 5 & 6, Volume 56

International Journal of Productivity and Performance Management ; 56, no. 5/6

Language:

English

Subjects (All):

Industrial productivity.

Industrial management.

Physical Description:

1 online resource (157 p.)

Edition:

1st ed.

Place of Publication:

Bradford, England : Emerald Group Publishing, c2007.

Language Note:

English

Summary:

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.

Contents:

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

Notes:

Description based upon print version of record.

ISBN:

1-281-07874-3

9786611078744

1-84663-509-8

OCLC:

182540865