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Thirteen Steps to Improve Financial and Operational Performance While Improving Customer and Employee Loyalty
Author(s) -
Higgins Brian,
Young S. Mark
Publication year - 2007
Publication title -
journal of corporate accounting and finance
Language(s) - English
Resource type - Journals
eISSN - 1097-0053
pISSN - 1044-8136
DOI - 10.1002/jcaf.20359
Subject(s) - prosperity , loyalty , business , loyalty business model , marketing , process management , economics , service (business) , service quality , economic growth
Even during times of economic prosperity, organizations strive to improve financial and operational performance to enhance their viability and competitiveness in the marketplace. Given the plethora of methods available today to improve performance, the challenge is to identify the most comprehensive and comprehensible approach that holds the most promise of generating significant improvements. This article outlines a well‐tested approach from which 12 steps have been extracted that managers can follow that will result in dramatic improvements in bottom‐line performance, as well as improved competitiveness, customer loyalty, and employee commitment. © 2008 Wiley Periodicals, Inc.