Customer-driven orientation for continuous improvement is an essential element embedded in the service industry. Sales representatives stress the unique qualities of their products or services to emulate and improve upon existing and potential competitors resulted in making their customers...

Indian electricity sector constitutes a contrast - a highly sophisticated modern generation and transmission system, but a very poor distribution system in several utilities. Despite the realisation of the importance of the distribution sector, the performances of Indian distribution utilities...

A systematic measurement framework for the Malaysian construction industry is essential to enable the industry to monitor its progress towards achieving the goals set out in the Construction Industry Master Plan 2006-15. The objectives were to develop a comprehensive set of performance measures...