Purpose: The purpose of this paper is to explain how value is co-created in a many-to-many (MTM) context. The authors use a case study of a non-governmental service delivery consortium engaging multiple actors to examine how value is co-created beyond the buyer-supplier dyad....

Purpose – Market deregulation in the utilities sector has led to increased competition and rising customer expectations in both established and new markets. This, in turn, has forced organisations such as electricity and telecoms to make rapid, enterprise-wide changes on an increasingly...

Purpose – The aim of this paper is to explore both the development and reconceptualisation of benchmarking and performance measurement within UK organisations, using a brief literature review, theoretical reconception and an empirical study of UK organisations. Design/methodology/approach –...

The best value initiative has been designated as the key framework for improving service quality and effectiveness in UK local government. In support of the framework a number of measures have been introduced to measure effectiveness. However, there are problems with using comparative...

Purpose – The aim of this paper is to explore the issues involved in developing and applying performance management approaches within a large UK public sector department using a multiple stakeholder perspective and an accompanying theoretical framework. Design/methodology/approach – An...

Purpose – The purpose of this study is to explore the formative development of construction supply chain guidelines or proposals in a UK region's schools' estates procurement process to more effectively address a forthcoming increase in investment. Design/methodology/approach – The research...

Purpose – The aim of this paper is to investigate the links and relationships between strategy and operations in local government improvement efforts under the umbrella of the Local Government Modernisation Agenda (LGMA) in England. More specifically, it explores the implementation of...

Companies are responding to the deeper structural changes taking place in the underlying system of commercial competition by becoming agile. Companies are fragmenting into key specialised business units that not only specialise in providing core functions, but have the expertise and skill to...

This paper adopts a critical perspective in seeking to inquire how TQM‐related models, developed initially in large organisations, are applied in the SME context. Using a grounded inductive approach, a study is made of 20 SME cases, where a quality model, the balanced scorecard, has been...