Process-based thinking commonly focuses on enhancing the efficiency of processes, while it is often criticized for not paying enough attention to the customer. This paper argues that customer complaint information can be used as a basis for customer-focused process improvement. Thus, it is not...

Process-based thinking commonly focuses on enhancing the efficiency of processes, while it is often criticized for not paying enough attention to the customer. This paper argues that customer complaint information can be used as a basis for customer-focused process improvement. Thus, it is not...

This Element discusses the concept and applications of strategy tools. Strategy tools are frameworks, techniques, and methods that help individuals and organizations to create their strategies. After a brief overview of different ideas on strategy and strategic thinking, we move on to define and...

Purpose – The purpose of this paper is to understand the effects of the customer company governance into supplier actors' experiences. Design/methodology/approach – Comparative case study of four strategic networks and 16 partnerships. Research approach is twofold: in the first phase of...

In presenting two perspectives through which SME networking can be discussed, namely a system view and a view that considers networks as entities, this paper aims to contribute to the current discourse on SME network resources. A network-level performance measurement system emphasizes win-win...