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Purpose – The aim of this study is to investigate both the path taken by companies in order to survive in a competitive environment and the factors that have favoured or limited their development. Design/methodology/approach – The study was carried out using a retrospective approach....
Purpose – ISO 9000 certification has a growing importance for companies, mainly in Europe but also in other countries. Several papers have analysed the effects of ISO 9000 certification on company results, with contradictory conclusions. The purpose of this work is to clarify these possible...
Purpose – This paper seeks to take a historic perspective on performance measurement and management (PMM) within operations management (OM) across all sectors (manufacturing, service and public) in order to reflect on and undercover relevant lessons and issues about PMM in OM....
Purpose – The research objective is to analyze the situation and outlook for the future of the measuring and analysis practices used to determine customer satisfaction in 305 ISO 9000‐certified organizations of the Euro‐region Galicia (Spain)‐North of Portugal. Design/methodology/approach...
Purpose – The purpose of the paper is to overcome the limitations of the current models available in the literature in terms of relation and consistency between business strategy, service chain configuration and performance measurement systems, and on the alignment between strategic, tactical...
Purpose – This study sets out to introduce an innovative performance measurement system (PMS) for business process outsourcing in facility management (FM) industry and analyse, comprehend and explain the main criticalities in the relationship among the actors involved in an outsourcing non core...
Purpose – The study seeks to examine the transformation of tacit knowledge (TK) into business performance by developing a two‐stage framework involving two processes: TK utilization and externalization. Design/methodology/approach – Owing to the limited understanding and interest expressed...
Purpose – This paper aims to identify the impact and workings of a new performance management system in a branch of a national bank. Design/methodology/approach – Performance data of the branch, before and after introducing a new performance management system, were collected and the results...
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