In today's competitive markets, companies are shifting from a Product-centric to a Customer-centric view. The After-Sales (AS) service can become a key differentiator and a major profit source. Thus, after-sales cannot be considered simply a set of operative activities; rather it plays a...

This paper explores the question; "how do companies know that they are making effective use of their product design and development function?" Research carried out at the University of Nottingham over the last three years has led to the development of the Performance Measurement for Product...

One major theme for today's competition is looking at firms as learning organisations. internet-based technologies can support and revolutionise the way for learning. As a consequence e-learning assumes a strategic relevance. This paper focuses on the competitive advantages of e-learning, and...

Much business process innovation is being driven through development of e-commerce applications. But e-business requires considerable financial investment, the justification and evaluation of which requires some kind of performance measurement system. This paper reports research into the...

In engineering companies, intensified competition has increased interest in effective performance measurement particularly in manufacturing operations. More recently, it has been realised that significant potential for improving competitiveness may well be available by applying suitable measures...