Business performance measurement: Performance measurement – practical applications

Part I. Performance Measurement - Functional Analyses: 1. Measuring performance: the accounting perspective David Otley 2. Measuring performance: the marketing perspective Bruce Clark 3. Measuring performance: the operations perspective Andy Neely and Rob Austin 4. Finding performance: the new discipline in management Marshall Meyer Part II. Performance Measurement - Theoretical Foundations: 5. A conceptual and operational delineation of performance Michel Lebas and Ken Euske 6. Anomalies of measurement: when it works, but should not Rob Austin and Jody Hoffer Gittel 7. Does pay for performance really motivate employees? Margit Osterloh and Bruno Frey 8. Superior managers' tolerance to dysfunctional behaviour: a test Clive Emmanuel Part III. Performance Measurement - Frameworks and Methodologies: 9. Performance measurement frameworks: a review Mike Kennerley and Andy Neely 10. The critical few: first among equals as parameters for measuring strategic effectiveness Elspeth Murray and Peter Richardson 11. Auditing measurement systems Umit Bititci, Allan Carrie and Trevor Turner 12. Why measurement initiatives succeed and fail Mike Bourne and Andy Neely Part IV. Performance Measurement - Practical Applications: 13. What really goes on in the name of benchmarking D. T. Mayle, Matthew Hinton, Graham Francis and Jackie Holloway 14. Measuring marketing performance: in practice Tim Ambler and Flora Kokkinaki 15. Loosely coupled performance measurement systems Thomas Ahrens and Chris Chapman 16. Redefining government performance Ken Ogata and R. Gookey Part V. Specific Measures: 17. Customer satisfaction and business performance Kai Kristensen, Anne Martensen and Lars Gronholdt 18. Linking financial performance to employee and customer satisfaction Andy Neely and Mohammed Al Najjar 19. Measuring innovation performance Riitta Katila Part VI. Performance Measurement - Emerging Issues and Trends: 20. Measuring knowledge work Rob Austin and Pat Larkey 21. Measuring ebusiness performance Andy Neely, Bernard Marr, Chris Adams and Neha Kapashi.