Purpose – One of the fastest growing service industries is long‐term care. Identifying the best performers in the industry in terms of service productivity is difficult because there is no single summary measure of outcomes, particularly quality outcomes. The purpose of the paper is to show...

Purpose – The aim of this study is to demonstrate suitability of the continuous improvement framework and use of benchmarking method in the context of sports. Design/methodology/approach – This study uses non‐financial performance measures that are indicative of performance and are closely...

Purpose – To solve problems of overdue loans and bad debts, the research establishes the internal performance measures to monitor and enhance the operational qualities of the employees in the lending department. Design/methodology/approach – The research utilizes the value‐added approach...

Purpose – In this paper, the aim is to propose a framework for utilizing quality function deployment (QFD) and benchmarking in combination to chalk out an improvement plan that redesigns or modifies existing processes to a point where they consume the least amount of resources while imparting...

Purpose – The typology developed in this research allows one to compare a variety of information services around the world. A properly built typology ensures a methodologically‐valid framework. Design/methodology/approach – In this research typology‐building methodologies developed in...

Purpose – The importance of using the internet to achieve competitive advantage has been well‐documented. An ever‐expanding array of technologies exist that enable firms to accomplish customer service online. Yet for many firms, determining which applications to employ can be perplexing....

Purpose – Despite the proven benefits of an extended service business, most manufacturing companies find it extremely difficult to increase service revenues successfully. Design/methodology/approach – An extensive benchmarking project was conducted with a variety of firms in order to gain a...