Performance Assessment

Quality & Service

Process Management and the Future of Six Sigma

Michael Hammer

January 15, 2002

Organizational Structure

The End of Japanese-Style Human Resource Management?

Gregory K. Ornatowski

April 15, 1998

Financial Management & Risk

How Do You Win the Capital Allocation Game?

John A. Boquist, Todd T. Milbourn and Anjan V. Thakor

January 15, 1998

Business Models

A Stakeholder Approach to Strategic Performance Measurement

Anthony A. Atkinson, John H. Waterhouse and Robert B. Wells

April 15, 1997

Customers

Listening to the Customer — The Concept of a Service-Quality Information System

Leonard L. Berry and A. Parasuraman

April 15, 1997

Talent Management

Empowering Service Employees

David E. Bowen and Edward E. Lawler III

July 15, 1995

Organizational Behavior

The Control Function of Management

After strategies are set and plans are made, management’s primary task is to ensure that these plans are carried out.

Kenneth A. Merchant

July 15, 1982