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Essay

Performance measurement

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Issue:

Science

 

Written by:

Kara C

 

Date added:

October 26, 2012

 

Level:

University

 

Grade:

A

 

No of pages / words:

19 / 5098

 

Was viewed:

9892 times

 

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Essay content:

Questionnaire 15 10. Likert Scale 16 11. Validity 17 12. Conclusion 18 Appendices: ? Appendix A ? Business Excellence Framework 19 ? Appendix B ? Returns Pie Chart 19 ? Matrix of table results 20 Bibliography 21 Introduction: The aim of the study " The stakeholder approach to the construction of performance measures" is: "To design a set a user chosen performance measures, using the stakeholder method, which can be used in British academic libraries to improve customer service...
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Further work by Calvert and Cullen (1995) led to a pilot study in which the framework of the study is based. Although the pilot study resulted in several observations only some were used to create this study. The evaluation of the study is made more difficult as the organisation does not follow the usual pursuit of being more competitive and increasing customer loyalty in order to term its improved performance of customer satisfaction...
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