Addresses the question of how to assure effective performance evaluation of a public service strategic unit. Both descriptive and prescriptive approaches are discussed. Based on this analysis a practical model for performance evaluation is developed. The model proposed comprises key drivers of...

In the last decade, we have witnessed companies investing in financially and laboriously expensive enterprise information technologies (EITs) that unify the internal and external supply chains for the purpose of gaining strategic advantages. As performance metrics data resulting from such...

Increasing uncertainty of supply networks, globalization of businesses, proliferation of product variety and shortening of product life cycles have forced Indian organizations to look beyond their four walls for collaboration with supply chain partners. With a gross domestic product (GDP) of...

Managing inventories efficiently is a key factor for effective supply chain management. The area of inventory management has received significant attention in both academic and practitioner fields. Several tools and techniques have been developed and applied for managing inventories across the...

It is often claimed that existing quality models can represent the development of total quality management (TQM) within organisations. However, the more recent emergence of critical perspective literature in this area has shown that these models lack both a strategic formulation influence and a...

Many organisations use the ISO 9000 series as a reference framework to establish their quality assurance system. In doing so, most of them overlook the process of interpreting and adapting these standards to their own characteristics and capabilities. As a result, there is a misunderstanding...

Purpose – The aim of this paper is to explore the role of Six Sigma performance measurement at both strategic and operational levels within call centres where the definition of Six Sigma is widened to include systems thinking constructs. Design/methodology/approach – A two‐phase...

There is much debate about the nature of strategy formulation as content or process. This paper takes a process view informed from insights from non‐linear dynamics, complexity and chaos theory and applies it to a well tested management of change process in cooperative supply chain management...

The purpose of this article is twofold. First, the article examines how managers can make more effective use of sales forecasts for strategic resource allocation decisions. Second, the article identifies those research issues in forecasting that must be addressed to better understand the...

The resource‐based view of the firm has recently emerged as a new paradigm in strategic analysis. According to this view, firms are heterogeneous collections of resources that lead them to distinct market performance. This paper uses this approach not to analyse an individual firm but a...