bluuebunny/crossref_metadata_2025 huggingface dataset:
Targets and how to assess performance against them
Authors: Walsh Paul
Published: July 2002

While the need to set targets has been widely discussed in the TQM, benchmarking and re‐engineering literature, guidance aimed at helping management report and interpret performance against targets has been fragmented. Very little literature has appeared that brings together our current state of knowledge on performance targets and suitable methodologies. This paper attempts to compensate for this shortfall by first explaining the three major forms that targets assume and then presenting four methods that are useful when assessing performance in each case. The three forms are first, the target is a single lower limit; second, the target is a single upper limit; and third, the target is a zone between an upper and a lower limit. The four methods to calculate the level of improvement needed to reach target are the counting, distance, histogram and capability index methods. While individually each method cannot be claimed to be new, the contribution of this paper lies in their integration, which has not been presented in such a comprehensive way before.
Benchmarking performance management systems
Authors: Sharif Amir M.
Published: July 2002

The balanced scorecard, with its associated performance management approaches, has become a widely practised and popular management reporting method in recent times. Moreover, enabling technology, which assists in the delivery and personalisation of corporate performance information, is having a deeper and more rapid impact than ever before. This paper presents a brief comparative benchmarking study of leading enterprise performance management systems. Also, discusses the merits of bespoke Internet technology development and out‐of‐the‐box portal functionalities. An analysis of key business drivers and implementation risks of such approaches is highlighted via a case study example, and concludes the paper.
Best Practice Quality Management in Pathology
Authors: Feeney A.R. , Zairi M.
Published: July 2002

Presents the results of a study which was undertaken to establish best
practice in the management of a pathology department through best
practice. The study was carried out in two stages: an in‐depth analysis
of the pathology department through a SWOT analysis and in‐depth
interviews with 25 key internal and external customers, and a survey of
NHS laboratories both in the UK and Ireland by targeting a sample of
consultant pathologists in 50 random locations – the purpose of this
questionnaire was an attempt at establishing best practice in pathology
quality management. The study revealed that in pathology there is
currently a major dependency on quality control that reflects a
compliance to set standards laid down by professional bodies. It also
identified a poor understanding of customer needs and expectations, a
mechanistic culture which is resistant to change, and a reluctance by
pathology managers to delegate ownership for ongoing quality improvement
or to take responsibility for quality improvement issues such as waste
reduction and cost improvement. Concludes with a set of recommendations
geared towards helping managers of pathology services to deal with
issues such as cost of quality, listening to customers, empowering
employees and getting the job done right the first time and every time.
Self‐managing teams
Authors: Roufaiel Nazik S. , Meissner Marv
Published: July 2002

Proliferation of advanced production technology and challenging
competition created by the increasing internationalization of business
activities have placed great emphasis on production quality and customer
satisfaction. Quality improvement, cost cutting, and profit maximization
are critical strategies for coping with the rapidly changing environment
of the 1990s. Effective blending of these strategies can be achieved
through employing advanced philosophies of production management: total
quality management, workforce activity‐based management, or quality of
work life. Reviews these philosophies and examines the criteria that
contribute to a successful implementation programme as demonstrated in
one facility of the world’s largest producer of paper‐machine
“clothing”. Concludes by identifying factors that should be
considered when designing a model for total quality management. The
model emphasizes the integration of the autonomous team concept and the
sociotechnical approach of organizational design as a major factor for
success.
Performance measurement in strategic change
Authors: Feurer Rainer , Chaharbaghi Kazem
Published: July 2002

Performance measures form an important feedback‐loop in strategic
change which represents a process of constant learning. However,
complete learning can only be achieved if a performance measurement
system takes into account different value systems that exist within an
organization and adapts dynamically to changes in the competitive
environment. First establishes the role that performance measures play
in the process of strategic change. An approach for the design of
performance measurement systems for use in strategy evaluation and
implementation is then presented. Finally, demonstrates the ways in
which a performance measurement system can be made flexible to account
for changing conditions.
Benchmarking critical factors for TQM
Authors: Youssef Mohamed A. , Zairi Mohamed
Published: July 2002

Compares and contrasts the findings of an empirical analysis of the
TQM critical factors in different parts of the world. Indicates that
quality movement is on the rise worldwide. However, the emphasis on the
TQM critical factors may vary from one region in the world to another.
Assessing process re‐engineering impacts through baselining
Authors: Foster S. Thomas , Franz Charles R.
Published: July 2002

Organizations often experience difficulty in measuring the effects
of automation‐based process re‐engineering. The autoregressive
integrated moving average (ARIMA) methodology was used as a means to
assess the effects of an automation‐based process re‐engineering of a
purchasing process in a large regional hospital. Utilizing
autoregressive statistical techniques, the automated purchasing process
significantly affected productivity and performance both at the
departmental and organizational levels. System implementation
significantly reduced purchasing lead times, time to receive goods, and
the time purchase orders stayed open. At the organizational level,
values of issues per occupied bed increased, as did inventory turnover.
The intervention analysis performed provided a means for management to
assess the productivity improvements resulting from the re‐engineering
project. Provides additional insight concerning implementation research
and measuring organizational and departmental effects of automation
projects.
Using patents to benchmark technological standing: international differences in citation patterns
Authors: Erickson G. Scott
Published: July 2002

Patent citation statistics, used to measure the technological standing of firms and nations, uniquely suggest that the quality of Japanese technological output is superior to that of the USA. This study explores whether there is something in Japanese citation practices which may inflate citation ratings without any underlying technological superiority. Using telecommunications equipment industry patent citation data, suggests that Japanese companies do appear to cross‐cite one another’s patents much more heavily than is the practice among their North American or European competitors.
Benchmarking procedural times: a quality control approach to court delays
Authors: Buscaglia Edgardo , Guerrero‐Cusumano José‐Luis
Published: July 2002

Establishes a method aimed at defining procedural delays. The time delay in the procedural life of a case under any legal system has been considered as one of the main sources of direct costs and uncertainty for businesses once litigation starts. Yet, no methodology exists until now which is able to develop benchmarks that would define expected procedural time under controlled court conditions. Finds the main court and user‐related factors associated to the times disposition in bankruptcy cases within the first instance level and determines an “ideal” time to disposition within a quality control framework. Considers an applied case using data belonging to the commercial first instance courts in Argentina. The results of the analysis conclude that the economic resources devoted to court personnel, not to capital spending, and an active case management style applied by a judge reduce the median procedural times.
Dynamics of best practice ‐ a multidimensional perspective
Authors: Codling Brian S.
Published: July 2002

Explains why many companies are surprised, both positively and negatively, by the results they have obtained in benchmarking. Illustrates that the best practice for a particular system is unique to a company at a given point in time in its development of culture and strategy.
Insights into TQM and downsizing in large organizations
Authors: Brown Alan , van der Wiele Ton
Published: July 2002

Addresses issues regarding the impact of restructuring on TQM by examining several large Australian enterprises. All had gone through substantial restructuring with considerable reductions in job numbers, or, in some cases, reductions were still in progress. Most had removed entire divisions and sections with much of the work now being contracted to the private sector. The impact of these changes on quality activities was examined over a two‐year period. Evidence suggests that organizations have varying experiences with TQM and downsizing. In some cases, TQM takes second place in the process of shedding significant numbers of jobs, while in other instances, strong support from senior management and other factors ensures that it is maintained. Concludes by proposing four factors which may impact on the sustainability of TQM
An overview of benchmarking process: a tool for continuous improvement and competitive advantage
Authors: Elmuti Dean , Kathawala Yunus
Published: July 2002

The continuous pursuit of excellence is the underlying and ever present goal of benchmarking practices. Benchmarking is an external focus on internal activities, functions, or operations in order to achieve continuous improvement. It is the process of judging a company’s processes or products by comparing them to the world’s best, including those in other industries. Benchmarking is emerging in leading‐edge companies as a tool for obtaining the information needed to support continuous improvement and gain competitive advantage. In order to benchmark effectively, there needs to be a strong strategic focus and some flexibility in achieving the goals set forth by management. Perhaps the most important aspects of effective implementation are adequate planning, training, and open interdepartmental communication.
Tools and supporting techniques for design quality
Authors: Franceschini Fiorenzo , Rossetto Sergio
Published: July 2002

Rising interest in quality has determined a tangible revision of a new product’s design and a great development of tools for supporting it. The present paper is an attempt at systematization of the proposed techniques and methodologies. The analysis is managed with reference to a multidimensional frame (technological and economic‐organizational) in which a design of a new product may be considered. Considers four areas relating to aspects such as new design start‐up and detailed design activities.
The competitive analysis model
Authors: McNamee Patrick , Greenan Kathleen , McFerran Brendan
Published: July 2002

The economic contribution that small firms make is being increasingly recognised. Consequently robust strategic benchmarks for small firms must be extremely valuable not just for the firms themselves but also for the wider economic community. The Competitive Analysis Model (CAM) is a new approach to the strategic benchmarking of small firms. Currently this model comprises 893 firms on which are held 320 separate data items. These data items are used to provide individual firm reports so that participating firms can benchmark their performance in terms of measures such as: growth rates, internal performance measures, external performance measures and strategic priorities. The benchmarks are provided in two major manners: sectoral comparisons so that a firm can benchmark its performance with others of a similar size in the same industry sub‐sector and cross‐sectional comparisons so that a firm can benchmark its performance with others of similar size irrespective of the industry in which they operate. This article describes the operation of CAM and illustrates its operations through a typical CAM report.
Competitive benchmarking in the air cargo industry: Part II
Authors: Lobo Ingrid , Zairi Mohamed
Published: July 2002

This is the second paper of a series of three, discussing a benchmarking application in the air cargo freight industry. The paper discusses the following: qualitative benchmarking data across a wide range of attributes and an analysis of performance gaps in each area of the questionnaire utilised; qualitative information in the form of practices described by the various managers interviewed during the course of the whole project. Considers areas such as leadership, strategic quality planning, human resources management and development and process management. Offers findings from the research in these areas, giving a snapshot of what each company surveyed is doing in each of the areas covered
Benchmarking health and safety performance through company safety competitions
Authors: Fuller Colin
Published: July 2002

A case study is described in which an audit programme was developed as a measure of health and safety performance. The audit programme was implemented as a safety competition in a UK water utility over a period of three years with the results also used for benchmarking the company’s health and safety management system. The audit programme, which was based on the Health and Safety Executive’s guidance for effective health and safety management, was used to assess; how well health and safety management was understood; how well health and safety procedures were implemented; and accident frequency rates within the company. An important aspect of the audit programme was the inclusion of managers, supervisors, operators and examples of all operational activities in the assessment process. Weaknesses in the company’s health and safety management performance, which were identified in the benchmarking exercise, are discussed.
Real estate corporations: the quest for value
Authors: Ooi Joseph T.L. , Liow Kim‐Hiang
Published: July 2002

This paper examines the implications of the corporation’s quest for value and the adoption of a new economic performance metric on real estate corporate strategies. The economic profit of 19 Singapore property companies is computed. Overall, the results suggest that most property companies failed to generate enough periodic income to cover their cost of capital. Hence, the companies appear to be destroying rather than creating corporate wealth. The discussion also highlights some reasons why economic valude added (EVA) tends to understate the true economic performance of real estate, both as an investment and as a business unit.
A cointegration approach to understanding Singapore’s industrial space supply
Authors: Leng Chow Yuen , Eng Ong Seow , Chze‐Lin Thang Doreen
Published: July 2002

Observes that the timely and sufficient provision of industrial space helps to facilitate industrial activities that contribute to economic growth. An understanding of the interactions between the economy and the real estate market is useful to local policy decision makers and developers in ensuring the ready availability of industrial space without incurring unnecessary excess vacancy. This article hopes to build upon existing research by applying cointegration analysis and error‐correction modelling to examine the supply dynamics of Singapore’s industrial property market. The presence of long‐run equilibrium relationships between industrial property supply, economic and real estate variables is tested using cointegration analysis. The persistence profile examines the effect of system‐wide shocks to the cointegration relations to determine whether they are true cointegrating vectors.
Leasehold Enfranchisement – The Valuation of Blocks of Flats
Authors: Wells Andrew
Published: July 2002

Considers the valuation of blocks of flats as a result of the Leasehold
Reform, Housing and Urban Development Act, 1993. Qualifying residents of
blocks of flats now have the collective right to acquire the freehold
and intermediary interests provided procedure is followed and price is
agreed. Gives a critical analysis of the rules for valuation set out in
Section 32 and Schedule 6 of the Act and by use of worked examples,
gives guidance on the three constituent elements of the required
valuation. The valuation of the freeholders′ existing interest, the
split of marriage value and the compensatory issues are all considered.
As well as giving the general background to leasehold reform and
enfranchisement since the Leasehold Reform Act, 1967, also considers
some of the management and practical issues affecting a compulsory
freehold purchase of this nature. The right of appeal to the Leasehold
Valuation Tribunal and ultimately the Lands Tribunal are also
considered.
Capital Valuation Implications of Rent‐free Periods
Authors: Crosby Neil , Murdoch Sandi
Published: July 2002

The treatment of rent‐free periods and other inducements is currently an
area of debate within the valuation profession. It has been argued that
in determining the real rental value from a headline rent, the valuer
must devalue the impact of the inducement. While recognizing the
problem, there appears to be little agreement within the profession on
either the appropriate methodology or the time period for this
calculation. A further problem has arisen due to the near impossibility
of divorcing over‐rented property valuations from the determination of
real rental values. However, the current debate has centred on rental
implications and has not attempted to quantify the effect which the
capital valuation has on the letting market, even though it is the
effect on the freehold capital valuation which may drive the deal on
letting incentives to a far greater extent than any trade off of present
rental holiday against higher rent in the future. Addresses the capital
valuation question after a review of the basis of the valuation and the
present state of the debate on rental issues.
Market Valuation with No Market – Valuing Properties with Little
Evidence
Authors: Young Peter
Published: July 2002

Discusses the valuation “public sector assets” comprising public parks,
infrastructural assets (roads, drains, water supply, etc.), hospitals,
schools, universities and the like; and takes a passing look at the
modern public sector accounting practices which appear to create a need
for such valuations. The question about Cwhether or not accounting and
valuation technicians and definitions which are applied to private
sector profit making commercial organizations can be applied to public
sector non‐profit making entities is also examined. Since, in most
cases, there is no market for such assets does a valuation serve any
useful purpose in any accounting, accountability or management
framework? Indeed, are the utilities used by public sector organizations
strictly “assets” as that term is normally understood? What “bundle of
rights” attaches to such public facilities as parks and roads? To the
entity responsible for the provision and maintenance of such
“assets” are they not more in the nature of liabilities?
A DCF analysis of market price for leasehold investments
Authors: Gane David
Published: July 2002

Advances an alternative method of analysing the market price of
leasehold investments for use when assessing the market price of a
comparable investment. The method can be adapted to evaluate investment
worth by substituting rental growth forecasts for those implied by
market price levels. Baum and Crosby highlighted the inadequacy of
current dual rate valuation methods for leasehold investments and the
problems associated with the contemporary approach. Their work is used
as the basis for this article. A discounted cash flow (DCF) approach is
developed using an analysis of target returns. The all risks yield (ARY)
and target return are first assessed on the basis that the investment is
freehold but otherwise identical. The implied annual growth rate in CRV
is then calculated using the equated yield formula. It is then argued,
that because this growth in CRV arises from the location and quality of
the building, it is equally applicable to a leasehold interest in that
building. This leaves only the target return for the leasehold interest
to be established, for a DCF valuation to be possible. Market
transactions in leasehold properties are analysed in terms of target
return to illustrate how statistical evidence of market sentiment can be
accumulated. This evidence is based on the “extra return”
required for leasehold investments over comparable freeholds. It will be
shown that this “extra return” requirement is not materially
affected by the freehold target return initially selected in order to
carry out the analysis. The method accordingly appears reliable.
Evaluating British science parks as property investment opportunities
Authors: Gower Simon , Harris Frank
Published: July 2002

Reports reports the findings of a survey of science park managers and directors in the last quarter of 1994. The development of science parks in Britain has been heavily reliant on investment from public sector sources. A notable reluctance on the part of private sector investors has been a consistent feature. Science parks have, though, seen near continuous growth in their number, in total tenancies and in their rental and capital values; and have sustained relatively high average occupancy levels throughout their brief history. The findings of the survey, thus, draw attention to the various determinants of these apparent successes and highlight the manner in which these determinants may instil disquiet in private sector investors as to the prospects of science parks as investment opportunities. Finds that public sector patronage and philanthropic motives remain high on the agenda of science parks but growing recognizance of the need to secure commercial viability may expedite the improvement of their potential investment profile.
Valuation of public real estate: context and concept
Authors: Lundström Stellan , Lind Hans
Published: July 2002

Notes an increasing interest in valuation of publicly owned real estate, and also controversy about the relevance of different concepts of value, especially for special purpose properties. Argues that it is important to distinguish between different contexts before taking a stand on this issue. Discusses three such contexts: external information, asset management and introduction of buyer‐provider models for real estate services within the public sector. Concludes that there is no type of public property for which the question of asset value is unimportant, and also that the information provided by aggregate values and a traditional balance‐sheet is small.
Real estate and a single currency
Authors: Hutchings David
Published: July 2002

Currency fluctuations have a significant impact on occupational and investment property markets. The performance of an international portfolio would be strongly influenced by the changes seen in the exchange rate of the investor and in the country of their investments. Occupational costs meanwhile vary considerably as a function of currency movements as well as rental growth. A single currency would reduce this risk. The changing economic conditions necessary to deliver a single currency are however of greater importance than the denomination of money. Examines the general concept of a single currency, rather than the specific design and implementation of the Euro as currently envisaged. There are clearly some concerns as to the stability of the proposed new European currency. If extreme, these could outweigh the advantages indicated in this research, particularly over the shorter term. Modelling capital growth and yields demonstrates the importance of exchange rates as a function of monetary policy and economic behaviour. A single currency could allow yield premiums to fall in more volatile markets as economic conditions converge, as has already been seen in bond markets. It would highlight the pricing of property as a function of fundamental demand and income security and could facilitate a more sophisticated valuation and investment appraisal practice in Europe. If EMU goes ahead it will lead to new occupational patterns and areas of investment growth. As such it is likely to generate tenant and investor activity as the most efficient and competitive locations are sought out.
Property investment for UK pension funds post‐MFR
Authors: Ashurst Robert , Blundell Gerald , Booth Philip , Cumberworth Martin , Griffiths Glynn , Morrell Guy
Published: July 2002

This paper considers the impact of the recent minimum funding legislation on UK Pension Funds and how this may change the way in which property investment is regarded. The principles of investment diversification are re‐examined in the light of the MFR “matching” asset classes and the historic relationships between UK property and other asset classes are considered in some detail. Finally, the traditional “peer” approach to strategy adopted by many UK Pension Funds is critically examined to determine its continuing validity in the new minimum funding environment. These results are then extended to see what types of fund may find it appropriate to increase their property weightings.
An ex post comparative evaluation of office rent prediction models
Authors: Chaplin Russell
Published: July 2002

Commercial property is regarded by many as functioning in a relatively inefficient market, so that opportunities exist to earn abnormal gains through the exploitation of information which is not reflected in prices. Property portfolio managers therefore rely to some extent on predictions or forecasts of future commercial property market performance as a tool to aid investment decisions. This paper seeks to conduct an ex post comparative evaluation exercise for “consensus” office rent models in the UK, common explanatory variables being derived from a literature review and from a survey of practitioners’ operational models. Three alternative valuation based rent indices are used as the dependent variables. Models are selected and ranked according to historic fit and used to predict five years ahead given perfect foresight. The paper finds that the best fitting models are not the best predicting models. Generally there is no relationship between the predictive rank of a model and the fit rank of a model
Intellectual currencies: an introduction to the concept of i‐commerce
Authors: Boyle David
Published: July 2002

Loyalty points or social currency systems like time banks and time dollars, which tackle the problem of social capital by measuring and rewarding people’s contribution, can be adapted to tackle the problem of knowledge capital inside organisations. “Intellectual currencies” or “i‐commerce” are descriptions of internal currency systems that encourage employees of departments to share knowledge and are intended as a solution to the key knowledge management problem – getting people to share, when it is not normally noticed or appreciated or reflected in the departmental bottom line.
An analysis of recent structural and strategic issues in telecommunications
Authors: Curwen Peter
Published: July 2002

Seeks to explain why key aspects of the current turmoil in the telecommunications sector is not simply the fact that, both structures and strategies are changing unusually rapidly, and consequences for structures and strategies during the decades remainder. Sums up that technical change has driven the telecommunications sector – just as it did previously in respect of computers, and rapid technical advances mean that first‐movers generally take the biggest risks.
A reform agenda for the new FCC
Authors: May Randolph J.
Published: July 2002

Sheds light on the “new” Federal Communications Commission (FCC), and its opportunity to fashion an Agenda for Reform to fulfil the 1999 Act’s vision. Submits that since the passing of the Act, some progress has, of course, been made and this progress should be recognized. Concludes there is no shortage of work to be done to bring the newly constituted Commission’s policies more in line with the realities of the pre‐competitive and deregulatory vision of the Telecommunications Act of 1996.
Reengineering the undergraduate business core curriculum: aligning business schools with business for improved performance
Authors: Walker Kenton B. , Black Ervin L.
Published: July 2002

Presents and supports a process‐centered model of undergraduate business education for the core business curriculum and business school management, consistent with the trend toward process‐managed organizations. This model conforms to calls from the public, academic community, and business leaders for improved performance of business faculties and educational institutions and increased capabilities in business school graduates. Outlines five business process courses for the business core curriculum. Benefits of this approach include providing a framework for formulating and implementing a strategy for developing the business curriculum and elimination of redundancy in the coverage of topical material. In addition, the process approach provides a vehicle for the development of interdisciplinary faculty, encourages attention to the need to change, and provides a basis for aligning faculty and institutional reward systems.
Corporate communications within a BPR context
Authors: Belmiro T.R. , Gardiner P.D. , Simmons J.E.L. , Santos F.C.A. , Rentes A.F.
Published: July 2002

Communication aspects within organisational changes have received greater attention since the advent of business process re‐engineering. This fact has been attributed mainly to the necessity of eliminating a higher degree of human resistance on the implementation of such a project. Our argument within this paper is that appropriate corporate communication would promote better chances to dissolve the aforementioned resistance. The research focused on large manufacturing enterprises and it brings to light the industrialists’ practices and expectances related to the communication issue and to the investment in IT to assist in the improvement of the information flow within and outside of the organisation. Based on the experience of the practitioners interviewed, a communication model was implemented aiming to guide companies in building their own communication process framework. Despite some important initiatives, the findings suggest that the improvement in the strategies of communication is not sufficient on its own but there are other key relational aspects to be considered in order to achieve the envisaged outcome.
Management of environmental scanning processes in large companies in Thailand
Authors: Ngamkroeckjoti Chittipa , Johri Lalit M.
Published: July 2002

A study of ABB, Shell and CP Group of companies in Thailand found that the scope and management of environmental scanning activities within organizations evolve continuously as a result of volatility of the environment and the diverse nature of businesses. In the case of ABB and Shell the respective regional head office along with global head quarter participate actively in the process of environmental scanning in order to make strategic choices and grant approvals for operating budgets and new investments. The regional head quarter, in the case of ABB and Shell, plays the intervening role as information and capital resource provider whereas the country offices collect specific information at the industry and market levels and use it for implementing specific programs. In the case the of CP Group, the president and several vice presidents at the head office in Thailand play the bulk of the role in environmental scanning. All companies use business performance indicators to review the scope and the management of their environmental scanning practices.
Construction business performance measurement: the SPM alternative
Authors: Love Peter E.D. , Holt Gary D.
Published: July 2002

Construction business performance measurement (BPM) is myopic, most often being project‐specific, profit‐orientated, and neglecting broader “stakeholder” issues. If construction organizations are to remain competitive in the longer term, they need to develop and better understand their relations with their customers, suppliers, employees, lenders and the wider community. Hence, performance measurement must embrace these broader business characteristics. The need for a shift in “orthodox” (BPM) beliefs from “basic” performance measurement, to an alternative “stakeholder perspective measurement” (SPM), is underlined. SPM will adequately consider relations with customers, suppliers, employees, financiers, and the wider community; all being critical for a business’s long‐term viability. The paper goes on to advocate that construction organizations should reject this myopic strategic thinking, and better consider the interests of their stakeholders, both economically and morally. The latter calls for development of a serious stakeholder perspective to business performance measurement, so that construction organizations can be monitored and judged in a socially acceptable manner.
Matching process choice and uncertainty
Authors: Jones Robert T. , Ryan Chuck
Published: July 2002

Based on organizational theory, a contingency model of quality management practices is proposed, whereby quality management orientation, process choice, and environmental uncertainty are the contextualizing variables. The model posits that to maximize quality and firm performance, quality management practices must be congruent with the particular situation within which the firm finds itself. Thus, no one set of quality management practices can be implemented and be expected to increase performance in all environments. The model suggests reasons for quality management program failures found in recent research and the popular press. Research propositions and implications are discussed.
Business process re‐engineering/information system development to improve customer service quality
Authors: Murray Mary Ann , Lynn Marc P.
Published: July 2002

Business process re‐engineering requires revolutionary, innovative changes to business processes in an organization in order to achieve major and dramatic improvements in the critical success factors. To accomplish these goals new technologies need to be investigated and adopted. Organizations are experiencing paradigm shifting that at times is bordering on paradigm pioneering. For a dramatic, innovative re‐engineering effort to be successfully implemented, change management is essential. While information technology has great potential for providing added value to products and services, business executives are frustrated because business processes and information technology are not synchronized. The inflexibility of older information systems and information technology (IS/IT) constrained growth and competitiveness and resulted in the development of substitute processes to circumvent these constraints. While continuous improvement is the slow, steady and continuous effort to improve products and/or services, it may not be the best course for some organizations. Ideally, both are needed to maintain a competitive advantage. Provides some suggestions on how an organization may approach these processes and presents a case that demonstrates how one organization dealt with these issues.
What killed BPR? Some evidence from the literature
Authors: Deakins Eric , Makgill Hugh H.
Published: July 2002

Throughout the first half of the 1990s business process re‐engineering (BPR) was one of the most eagerly embraced management techniques, although often with results that were far from satisfactory. This tended to reinforce people’s suspicions of information technology since IT is a key enabling agent, if not the driver, for BPR. The aim of this study was to provide literary evidence and reasons for the current widespread dissatisfaction with BPR. Using the keyword business process re‐engineering/re‐engineering, a total of 2,019 article abstracts were collected that spanned the period from January 1990 to December 1995, inclusive. The literature was analysed for 18 themes, six article types and 32 business areas, in addition to geographical origin, author origin, date, etc. The analysis showed that 97.8 per cent of the BPR literature has been written since the beginning of 1993, since which time there has been an explosive growth in the number of publications. However, a recent sharp downturn in the number of articles may be a sign that BPR is maturing, if not reaching the end of it useful life‐cycle. The almost complete absence of research articles to underpin BPR is a distinctive feature of the literature. Thus, opportunities for researchers, as well as hitherto untapped opportunities for consulting practitioners, are clearly identified. Concludes that, while BPR may not have suffered a sudden fatality, it is the victim of neglect in some critical areas of life support.
Software tools supporting business process analysis and modelling
Authors: Yu Bing , Wright David T.
Published: July 2002

Examines the wide range of business process analysis/modelling (BPA/M) tools available, and compares the features of 12 specific tools. Presents two case studies with examples of software tool analysis results. The discussion addresses whether these tools meet the needs of managers of change and business process re‐engineering (BPR) initiatives, and offers suggestions for future tool evolution. The focus is to highlight the differences between the often lofty claims of tool vendors, and both the real needs of BPR analysts and implementors, and the actual capabilities of the BPR tools. The BPA/M tool market has three groups: drawing packages with templates; drawing packages with templates and some spreadsheet‐like capabilities; and the heavyweight BPA/M tools proper, akin to discrete event simulators. The general strengths of such heavyweight tools include: the high price for low software complexity, the large number of confusingly similar tools, the lack of comprehensive standards, and the potential “faddishness” of the tools. Irrespective of evolving management trends, the authors contend that the future use of similar process analysis tools is assured if standards issues are addressed.
Handling product range complexity A case study on re‐engineering demand forecasting
Authors: Holmström Jan
Published: July 2002

Studies the problem of forecasting demand on the article level in a competitive consumer goods market. First the conventional approach to forecasting is discussed. A number of weak points of the demand forecasting unit approach are identified. Next, a new approach to forecasting based on applying scaling models, is presented. The method is then tried out and evaluated in the context of a real life business case. Shows that the advantage of the assortment forecasting process is its simplicity and strong means for feedback. Combined with a strong focus on consumer values, the method has potential to produce reliable forecast based on promotion and assortment change inputs.
Process analysis techniques and tools for business improvements
Authors: Cheung Yen , Bal Jay
Published: July 2002

Business process reengineering (BPR) and total quality management (TQM) both emphasise the benefits that a process orientated view of company operations can bring. Acquiring a clear definition of the “as‐is” business process and developing an understanding about how the process may be re‐engineered is a crucial stage in any BPR project. This early phase normally has three objectives: to achieve a full understanding of the process to be re‐engineered so as to clarify its objectives and characteristics; to create a shared vision and understanding among the re‐engineering team; to have a basis for starting the redesign. To support this phase, there is a range of tools: manual, computer supported and computer enabled which are traditionally used to help in the activities of process definition and analysis. This paper describes some of the newer approaches. The product introduction process (PIP) is examined in a general sense, and specific examples from the automotive industry are taken as a basis for evaluation of the available tools and applications. A sample from the process analysis tools identified was used to model the PIP, and from the difficulties and successes an understanding of the attributes required in such an analysis tool was derived.
Transforming IT/IS infrastructure and IS personnel issues
Authors: Watad Mahmoud M. , DiSanzo Frank J.
Published: July 2002

This paper examines the organizational issues that arise when an organization transforms its IT infrastructure. The unanticipated changes in the IT infrastructure forced IS personnel to set new priorities that caused delays in other aspects of their work. There are several problems such as retention and burnout that IS directors must monitor carefully when their organizations introduce complex IT‐based projects that have strategic implications. This study identifies six major tactics that an organization may employ in order to ensure continuity and flexibility in its IS functions. These are: retaining by continuous training, evaluation by objectives, reward for smooth operations, reducing stress and burnout by encouraging creative ideas, job rotation, and finally involving IS personnel in the hiring process of new employees.
Process improvement in a utility company
Authors: Hayes Tracy M. , Helms Marilyn M.
Published: July 2002

Companies today must continuously improve their processes in order to meet the ever changing needs of the consumer. In the past, most utility providers (telephone, natural gas, etc.) paid little attention to improving processes in order to improve customer service, due to their monopolistic hold on the consumer. However, due to past and current utility deregulation, many of these companies face the possibility of losing their customers to new competitors. This means these companies are being forced to leave their old ways behind and embrace new ideas. This article is a description of one utility company’s approach to improving one of its key processes. Special attention is given to team work, measurement systems, and the role of top management, in an attempt to help the reader understand the potential pitfalls of process improvement as well as the potential for improvement in bottom line results.
Agile supply: rethinking systems thinking, systems practice
Authors: Rigby Colin , Day Marc , Forrester Paul , Burnett John
Published: July 2002

There has been extended debate about how to conceptualise inter‐organizational restructuring in late twentieth century capitalism, giving rise to a number of models that attempt to represent productive change. A number of such conceptualisations of transformation under the banner of “agility” attempt to provide guidance about “managing” physical and social relationships within and between companies in response to growing market complexity. The theoretical argument in this paper is that inter‐firm agility cannot be objectively understood in all cases using simple unidirectional cause and effect as such theories do not take into account more subjective aspects of interaction. Specifically, we argue that to have a vision of agility in action there must be an evaluation of complexity in and between organisational boundaries with a theoretical approach that gives a more robust appreciation of inter‐firm ties. Conceptualising agility in this way captures the essence of tacit knowledge between firms along with the physical dynamics of network functioning.
Design and implementation of flexible manufacturing solutions in agile enterprises
Authors: Abdel‐Malek Layek , Das Sanchoy K. , Wolf Carl
Published: July 2002

Flexibility is a key component in any agile manufacturing enterprise. A methodology that a firm may use to design, build and then implement a flexible manufacturing (FM) solution is presented. An FM solution is defined as an operational intervention that helps the company counter the changes in its internal and external environments. The methodology was developed in collaboration with several industrial partners, and is easy to use and readily applicable in an industrial setting. The FM solution design method is structured as a three‐phase execution. Phase I involves identifying the flexibility needs of the company. Phase II is the actual development of the FM solution and includes models for measuring the current and target flexibility levels. Phase III incorporates a process to address the economic viability of the proposed solutions. Also reported are the results of a survey on the relative importance of the flexibility types.
Agile value chains for manufacturing – implications for performance measures
Authors: Backhouse C.J. , Burns N.D.
Published: July 2002

This paper will focus on the implications for value chain performance measures arising from the rapidly emerging requirement for agility both within individual business units and across sophisticated manufacturing value chains. Recent developments in the way companies are expected to respond to rapid and unpredictable change in the external environment have resulted in new paradigms for manufacturing which comprise a combination of leanness, agility and virtual enterprises. The primary focus of academic researchers has been in the area of determining how agility is attained in order that organisational structures can best be designed. However, the concept that “what you measure is what you get” is equally valid for virtual organisations as it has always been for stand‐alone manufacturing businesses. This paper therefore discusses the requirements for new approaches to performance measures and raises some of the issues that need to be developed further in support of the concept of agility.
Audit on prescription of long‐term oxygen treatment
Authors: Shankar P. , Muthiah M.M.
Published: July 2002

An audit was undertaken to assess the compliance to British Thoracic Society guidelines (1997) in the prescription of long‐term oxygen treatment (LTOT) in Bassetlaw District General Hospital. A total of 34 patients were prescribed LTOT in our hospital between March 1993 and October 1998. The average age of patients was 71 years, 31 patients had COPD and three had chronic asthma. Only ten patients were clinically stable at the time of assessment. None of the measurements were repeated after a period of three weeks before prescribing LTOT. Adherence to guidelines in the prescription of LTOT was poor in our audit.
Clinical effectiveness on an acute in‐patient psychiatric unit
Authors: Collier E.H. , Pyke S.
Published: July 2002

The paper outlines a model for addressing clinical effectiveness, and an illustration of how this is practically implemented through team working in a multidisciplinary in‐patient environment. This is particularly relevant given the number of recent reports that highlight the need to develop and invest in the in‐patient services. The difficulty in implementing evidence‐based practice for mental health interventions is also addressed and initiatives being developed to enable a realistic approach in such an environment are described. The paper describes a structure and a process, using examples from audit, research and other initiatives particular to the unit, in providing accessible evidence based interventions for ward based staff, and improved clinical effectiveness generally.