The ABCs of customer-centered performance measures.: An article from: SAM Advanced Management Journal

This digital document is an article from SAM Advanced Management Journal, published by Society for the Advancement of Management on March 22, 1996. The length of the article is 4738 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

From the supplier: Companies that hope to succeed in today's business environment need to abandon old notions of performance measurement. Traditional management-centered measures have proven to be ineffective since their emphasis on short-term profits, cost trade-offs, transaction-driven management and functional department silos only creates problems. These include weakened ability to understand customer needs and preferences, the sacrifice of long-term performance for short-term gains, and the development of a company-centered management orientation. In contrast, the customer-center performance measures that are commonly used by world-class corporations focus on product quality, service reliability, innovation, waste reduction, timeliness and other factors linked to work processes. These measures help improve internal work effectiveness and product/service competitiveness.

Citation Details
Title: The ABCs of customer-centered performance measures.
Author: David J. Lemak
Publication:SAM Advanced Management Journal (Refereed)
Date: March 22, 1996
Publisher: Society for the Advancement of Management
Volume: v61 Issue: n2 Page: p4(8)

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