Business performance measurement : theory and practice / edited by Andy Neely.Material type: TextPublisher: Cambridge : Cambridge University Press, 2002Edition: 1st EdDescription: xiii, 366 p. : ill. ; 26 cmISBN: 052180342XSubject(s): Organizational effectiveness -- Measurement | Performance -- Measurement | Total quality managementDDC classification: 650 LOC classification: HD58.9 | .B875 2002Online resources: Sample text | Table of contents | Publisher description | Contributor biographical information
|Item type||Current location||Call number||Status||Date due||Barcode|
|Books||Centeral Library First floor - Management||650 N.A.B 2000 (Browse shelf)||Available||2759|
Includes bibliographical references and index.
Machine generated contents note: Part I Performance measurement - functional analyses -- 1 Measuring performance: The accounting perspective -- David Otley -- 2 Measuring performance: The marketing perspective -- Bruce Clark -- 3 Measuring performance: The operations perspective -- Andy Neely and Rob Austin -- 4 Finding performance: The new discipline in management -- Marshall W.Meyer -- Part II Performance measurement - theoretical foundations -- 5 A conceptual and operational delineation of performance -- MichelLebas and Ken Euske -- 6 When it should not work but does: Anomalies of high performance -- Rob Austin and Jody Hoffer Gittell -- 7 Does pay for performance really motivate employees? -- Margit Osterloh and Bruno S.Frey -- 8 Superior managers tolerance to dysfunctional behavior: A test -- Clive Emmanuel -- Part III Performance measurement - frameworks and methodologies -- 9 Performance measurement frameworks: A review -- Mike Kennerley and Andy Neely -- 10 The critical few: First among equals as parameters of strategic -- effectiveness -- Elspeth Murray and Peter Richardson -- 11 Integrated performance measurement systems: Structure and dynamics -- Umit Bititci, Allan Carrie, and Trevor Turner -- 12 Why measurement initiatives succeed and fail: The impact of parent -- company initiatives -- Mike Bourne and Andy Neely -- Part IV Performance measurement - practical applications -- 13 What really goes on in the name of benchmarking? -- David Mayle, Matthew Hinton, Graham Francis, and Jacky Holloway -- 14 Measuring marketing performance: Which way is up? -- Tim Ambler and Flora Kokkinaki -- 15 Loosely coupled performance measurement systems -- Thomas Ahrens and Chris Chapman -- 16 Redefining government performance -- Ken Ogata and Rich Goodkey -- Part V Performance measurement - specific measures -- 17 Customer satisfaction and business performance -- Kai Kristensen, Anne Martensen, and Lars Grenholdt -- 18 Linking financial performance to employee and customer satisfaction -- Andy Neely and Mohammed Al Najjar -- 19 Measuring innovation performance -- Riitta Katila -- Part VI Performance measurement - emerging issues and trends -- 20 The future of performance measurement: Measuring knowledge -- work -- Rob Austin and Pat Larkey -- 21 Measuring eBusiness performance -- Andy Neely, Bernard Marr, Chris Adams, and Neha Kapashi.