Performance Improvement

Paper Summary:

The paper shows that the current competitive business environment has resulted in a number of performance improvement methods becoming popular. The paper analyzes some of these methods and shows similar characteristics. Two of these characteristics are an increasing focus on the customer and an emphasis on building relationships. These two characteristics are recognized as key success factors for an organization. The paper discusses these two success factors and shows that an organization must change internally to focus on these two success factors. It explores how these changes create an underlying culture that supports a focus on the customer and on building relationships. This underlying culture can then be built upon to adapt to changing times and to continue improving business performance.

Table of Contents
Concepts of Performance Improving - The Best Value Approach
The Value Network Approach
Servqual - The Product-Service Mix Approach
The Balanced Scorecard
Organizational Analysis and Improvement - Key Success Factors
Employee Motivation
Building Relationships

From the Paper:

"However, before these changes can be made, the organization itself needs to change. Systems that involve customer focus cannot be successful until the employees and the organization as a whole are motivated towards the customer focus. The same applies to the focus on building relationships. Therefore, a change in the focus of the organization is required. The culture needs to change from one that is self-centered to one that puts the customer first and strives to be collaborative, not competitive. This involves considering how to motivate employees towards the changes and also how to create an environment where relationships can be built."

More papers on Performance Improvement:

• Business Plan # 74655 : "Performance Improvement"
• Case Study # 29105 : "Employee Performance Improvement"
• Research Paper # 3127 : "TCP/IP Networks: Performance Improvement Issues"

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