Melnyk, Steven A.; Calantone, Roger J.; Luft, Joan; … - In: International Journal of Productivity and Performance … 54 (2005) 5/6, pp. 312-324
Purpose – To understand the use of metrics to attain alignment between the needs of the customer, strategic objectives, and the execution system. This paper examines the process by which metrics at the various levels are developed and the factors affecting this process....