Improving Service Performance: A Study of Step-Change Versus Continuous Improvement (CIMA Research)

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9781859713402: Improving Service Performance: A Study of Step-Change Versus Continuous Improvement (CIMA Research)
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This report compares two different methods of improving performance - radical step-change programmes, such as BPR and incremental continuous-change activities, such as total quality management (TQM). Through a series of case studies and in-depth interviews, it establishes why companies are undertaking such changes, the objectives of the changes and the role that management accountants fulfill in supporting and driving improvements through the organization.

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