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- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
- ISSN
- 1368-3047
- DOI
- 10.1108/13683040410555609
- Publisher site
- See Article on Publisher Site
Abstract
This paper reports on action based research interventions that developed a hierarchy of measures. The contributions lie in: the development of a model that links strategic objectives and operational measures; in the processes through which the model was developed and embedded; and in the way in which difficulties in implementation were overcome. The research was conducted in a major pharmaceutical business, with commitment from senior management, and the engagement of work teams in four different areas at different levels in the organization. The paper reports on the process and highlights a number of lessons learnt.
Journal
Measuring Business Excellence – Emerald Publishing
Published: Sep 1, 2004
Keywords: Performance management; Performance measurement (quality); Corporate strategy; Pharmaceuticals industry