Creating a world class organization . Ten performance measures of business success

In response to fierce competition, companies are becoming increasingly aware of the need to adopt a customer-centred strategy based on investment in people and technology in order to achieve a world class standard of performance. Creating a World Class Organization, now published in paperback for the first time, details the management of change required to become a world class organization. For this purpose, ten performance measures of business success, several self assessment questionnaires and numerous international case studies are provided;these will help management identify performance deficiencies and prepare a performance profile that can be used to decide activities, devise action improvements and monitor and evaluate progress towards the achievements of world class standards. The book offers practical advice on a broad range of topics and will be of great value to middle and senior management, particularly those having to cope with the management of change, necessary to cope with the competition at home and abroad. Topics examined include: the ten performance measures of business success;customer centred leadership and strategy;management and development of people;use of technology and benchmarking to improve productivity, flexibility and customer satisfaction;satisfying the needs of customers and shareholders and preparing and using a performance profile to manage the change process.