The long‐term survival of a business is dependent upon meeting market needs through a long‐term value creation process. Traditional performance measurement systems have been criticized as being too narrowly focused on financial figures and functional level performance such that they often...

What are the factors that contribute the success or failure of TQM efforts? Specifically, this study identifies the critical factors and corresponding performance that account for TQM success. Seven critical factors and 45 supporting performance measures are proposed in this study. A possible...

Innovation is a complex process, one easily identified as being of critical importance for organisational success yet not easily managed. As international competition intensifies and product life cycles shorten, the pressure to innovate heightens. This paper compares the effectiveness of...

“What you measure is what you get” is a favorite aphorism of many a management writer. As most practicing managers know, measures drive management behavior, especially if they are reinforced by reward systems. But few organizations have understood the importance of this connection and dealt...

Performance improvement is high on the agenda of many companies around the world and with the growing number of improvement models now available care has to be taken to adopt an approach that will yield the most attractive return on investment. This paper compares and contrasts two widely known...

Knowledge management (KM) has emerged in recent times as a phenomenon with wide‐ranging implications for organizational innovation and competitiveness. Supporters argue that as organizations understand the value of KM, they have the opportunity to establish long‐term internal strengths,...

Purpose – The paper sets out to apply the concepts of cybernetics and the control of probabilistic systems to the issue of performance measurement within organizations. Design/methodology/approach – Conventional approaches to Performance Measurement have been based on a mechanistic...

Purpose – Reverse logistics (RL) has gained considerable attention in the literature. The first objective of this study is to develop a comprehensive performance measurement (PM) framework and scorecard for RL enterprise. The second objective is to integrate analytical hierarchy process (AHP)...

Purpose – Recently, performance measurement and management (PMM) has received increasing attention from both the academic and industrial environments. Companies that try to use PMM systems report experiencing implementation problems including goal incongruence. Based on a discussion of the...