The Value Profit Chain
Part 4: Value-Centred Measurement and Recognition
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Case Study - Tibbett & Britten: The pursuit of excellence - an endless journey?
Almost 5 years ago Tibbett & Britten decided to develop and embark on a programme of change within the UK and Ireland. This was driven by the need to significantly improve the way the business was managed - to improve competitive advantage, to increase profit margins, to provide better services to customers and to attract and retain the best people. Frank Rogers and Les Flanagan explain how Tibbett & Britten developed a strategic network for achieving change.
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Rewarding Contribution
Individual performance related pay is far from dead, but it's character is changing. Mor competency-related, team-based and market driven pay approaches are being applied in addition to, and in conjunction with, individual performance related pay, not instead of it. Ray Robertson explains how leading organisations recognise that they need to pay for what matters most and that employees' contribution to their business definately matters.
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Q&A with Tom Peters
Phil Dourado eavesdropped on your behalf...
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Looking Inside Customers' Heads
What makes customers tick? We spend a lot of time worrying about what they think of our service... but what else should we be thinking about? What do we mean to them? How do they choose between suppliers? Stephen Hampshire takes a tour inside the mind of the customer. Maybe it's somewhere we ought to feel more at home?
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Employee Surveys
Although not as widespread as customer satisfaction measurement, employee surveys are becoming much more common as organisations increasingly understand the importance of delivering results to all key stakeholder groups, not just shareholders. In this article we examine the four key aspects of employee surveys with the objective of providing a concise good practice blueprint for organisations considering the introduction of an employee survey or wishing to review their existing processes.
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Corporate Responsibility
This year Business in the Community have conducted their Corporate Responsibilty Index survey for the second time. Charlotte Sandy examines its results.
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Does Customer Satisfaction Pay?
With growing emphasis on customer satisfaction as an organisational goal, managers need to justify its business benefits. Nigel Hill, MD of The Leadership Factor, examines the approaches.
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Fast Guide to Analysing Survey Data
Ten areas you should consider when analysing your survey data
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Classic Book Review
'Built to Last' by James Collins and Jerry Porras
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Book Review
'Good to Great' by Jim Collins
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