In the U.S., service related activities have become dominant aspects of the economy and currently account for well over 50% of our GNP. The authors' framework eliminates ...

For any organization to perform and compete successfully, it must have the systems and processes in place to translate goals into achievable actions—and to measure and monitor ...

Why do so many scorecard projects fail? Why do managers treat information as a source of power to be protected, instead of an asset to be exploited? Clearly there has to be a ...

Organizational success crucially depends on having a superior strategy and effectively implementing it. Companies that outperform their rivals typically have a better grasp of ...

The authors provide practical tools to build organizational capabilities, design HR strategy, and marshal resources that create value for customers, investors, executives, and ...