This is the second part of a study which looks at car after‐sales service in Germany. The study is based on a benchmarking project which included four key players, Fiat AG, Nissan Deutschland, Toyota GmbH and Ford Werke AG. Examines the effectiveness of policies of after‐sales service as...

Purpose – It is widely acknowledged that customer relationship management (CRM), market orientation, organizational learning and innovation are the most critical knowledge‐based capabilities required to achieve superior performance. The purpose of this paper is to identify management...

Notes that the retail industry sector is currently undergoing major changes resulting from factors such as increased competition and tighter profit margins. Suggests that integrated management through the extended supply chain is the most effective means to achieve good value provision to the...

Notes that benchmarking is an under‐utilised tool in the field of innovation. Examines consumer brands in the UK cosmetics and toiletries sector and attempts to use both soft and hard metrics in terms of benchmarking measurement. Considers various types of benchmarking approach and also the...

This paper presents social responsibility of business organisations not as a “nice to do” gesture but rather as a critical driver of corporate performance. The paper proposes a perspective on how social responsibility is currently perceived by the global business community, how it is defined...

In the world of quantum improvement, managing paradigm shifts has aroused unprecedented interest among academics and practitioners. Better and better ways of managing business processes are needed to create sustainable improvement. Excellence is the product of a complex mixture of strategic...

Purpose – The paper aims to explore the implementation of performance‐oriented civil service reforms (CSRs) in Kenya, noting hurdles and opportunities for improvement and to suggest a robust model to imbed a performance‐oriented reforms culture. Design/methodology/approach – The article...

Current organizational practice worldwide has responded to the demands of an increasingly competitive global market. Market or customer priorities derive from a focus on value, combining quality and cost integration according to the perception of the customer. The organizational improvement...

Purpose – The purpose of this paper is to explore the link between causes of corporate collapse/demise and the concept of quality. Design/methodology/research – The paper is informed by a review of literature on corporate collapse and quality management. A literature review and global web...