Index
| Absenteeism, 13 |
| Activity-based costing (ABC), 256,
257, 259 |
| ADAC Laboratories, 47–49 |
| American Bar Association, 116 |
| American Airlines, 89 |
| American Express, 97–98 |
| American Productivity Quality Center (APQC), 87, 105 |
| Apple Computer, 144, 146 |
| Argyris, C, 39 |
| Armstrong World Industries, 50, 190 | business products operations
(BPO), 190, 191, 192 | | quality improvement program
(QIP), 191 | | quality leadership team (QLT),
191 |
|
| Association for Quality and Participation, 141 |
| AT&T, 138, 211, 247, 261 | customer value added (CVA), 247 | | economic value added (EVA), 247 | | people value added (PVA), 211–
212, 247 |
|
| Bain & Co., 207 |
| Balance, 5 |
| Balanced management system, 10 |
| Balanced scorecard (BSC), 8, 11, 30,
31, 33, 34 |
| Baldridge Award. See Malcolm
Baldridge |
| Banc One, 173 |
| Bank of England, 168 |
| Barings, 2 |
| Barker, J., 291 |
| Baxter-Alliston, 58 |
| Benchmarking and strategic performance measurement, 81–106 |
| Berry, L.L., 173 |
| Birmingham Midshires Building Society, 135, 147–148, 152, 158–172 | aligning the organization, 163–165 | | continuous personal improvement, 163–165 | | customer feedback, 169–171 | | customer value matrix, 168 | | seven service values, 159–160 | | SMART, 163–165 | | total customer management process, 167 |
|
-311-
Questia, a part of Gale, Cengage Learning. www.questia.com
Publication information:
Book title: Transforming Corporate Performance: Measuring and Managing the Drivers of Business Success.
Contributors: Michael A. Milgate - Author.
Publisher: Praeger.
Place of publication: Westport, CT.
Publication year: 2004.
Page number: 311.
This material is protected by copyright and, with the exception of fair use, may
not be further copied, distributed or transmitted in any form or by any means.
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