TY - JOUR
T1 - Aligning service strategy through Super-Measure management
AU - Morgan, Ivor P.
AU - Rao, Jay
PY - 2002
Y1 - 2002
N2 - This paper focuses on the role of Super-Measures in management. The challenging process of aligning strategy and its implementation has long been supported by the use of performance measures. Many service enterprises, in particular, have clearly designed operating systems serving well-defined target markets. Some of these firms direct their strategy with one principal measure. We call it a Super-Measure or SM. A Super-Measure aligns the behaviors and actions of the various parts of a firm with its customers' needs. A Super-Measure focuses a firm more intensely on its chosen direction than would a complex set of measures. Using a number of examples, this paper discusses the uses and limitations of the Super-Measure approach.
AB - This paper focuses on the role of Super-Measures in management. The challenging process of aligning strategy and its implementation has long been supported by the use of performance measures. Many service enterprises, in particular, have clearly designed operating systems serving well-defined target markets. Some of these firms direct their strategy with one principal measure. We call it a Super-Measure or SM. A Super-Measure aligns the behaviors and actions of the various parts of a firm with its customers' needs. A Super-Measure focuses a firm more intensely on its chosen direction than would a complex set of measures. Using a number of examples, this paper discusses the uses and limitations of the Super-Measure approach.
KW - BALANCED SCORECARD
KW - Economic aspects PROFIT-sharing
KW - Employee participation
KW - Management INDUSTRIAL relations
KW - Management INTERORGANIZATIONAL relations
KW - Management MANAGEMENT
KW - Management ORGANIZATIONAL behavior CUSTOMER relations
KW - Management STRATEGIC enterprise management PERFORMANCE
KW - TOTAL quality management CUSTOMER services
KW - BALANCED SCORECARD
KW - Economic aspects PROFIT-sharing
KW - Employee participation
KW - Management INDUSTRIAL relations
KW - Management INTERORGANIZATIONAL relations
KW - Management MANAGEMENT
KW - Management ORGANIZATIONAL behavior CUSTOMER relations
KW - Management STRATEGIC enterprise management PERFORMANCE
KW - TOTAL quality management CUSTOMER services
UR - https://www.webofscience.com/api/gateway?GWVersion=2&SrcApp=ceibs_wosapi&SrcAuth=WosAPI&KeyUT=WOS:000180552300017&DestLinkType=FullRecord&DestApp=WOS
U2 - 10.5465/AME.2002.8951338
DO - 10.5465/AME.2002.8951338
M3 - Journal
SN - 0896-3789
VL - 16
SP - 121
EP - 131
JO - Academy of Management Executive
JF - Academy of Management Executive
IS - 4
ER -