Setting business objectives and measuring performance
Western companies tend to over focus on profitability as a measure of performance. Exceptional success on one such measure of performance invariably creates organisational instability because it implies minimising expectations. Peter Doyle introduces the notion of a tolerance zone whereby the firm matches the minimum expectations of all its key stakeholders. The task of management is to broaden this tolerance zone through creating a long-term mutuality of interest between potentially disparate stakeholder interests.
Volume (Year): 12 (1994)
Issue (Month): 2 (June)
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