Browsing by Author "Marr, Bernard"

Browsing by Author "Marr, Bernard"

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  • Business performance management: current state of the art. A survey report 
    Marr, Bernard (Cranfield School of Management and Hyperion, 2004)
    Business Performance Management (BPM) is a term frequently used among senior executives of leading corporations around the globe to describe the management processes and business systems they use to improve performance ...
  • Managing and measuring for value: the case of call centre performance 
    Marr, Bernard; Neely, Andrew (Cranfield School of Management and Fujitsu, 2004)
    As an integral part of most organisations today call centres play a key role in the service delivery chain. Value creation is in the eye of the beholder, if organisations fail to deliver value to their customers, there ...
  • Measuring corporate management and leadership capability 
    Neely, Andrew; Gray, Dina; Kennerley, Mike; Marr, Bernard (Cranfield School of Management, 2002)
    The Council for Excellence in Management and Leadership commissioned the Centre for Business Performance at Cranfield School of Management to produce for them a report investigating the case for corporate reporting and ...
  • Towards a definition of a business performance measurement system 
    Franco-Santos, Monica; Kennerley, Mike; Micheli, Pietro; Martinez, Veronica; Mason, Steve; Marr, Bernard; Gray, Dina; Neely, Andrew (Emerald Group Publishing Limited, 2007-08-01)
    Scholars in the field of performance measurement tend to use the term business performance measurement (BPM) systems without explaining exactly what they mean by it. This lack of clarity creates confusion and comparability ...