White Papers
Balanced Scorecard
- Maintaining the Balanced Scorecard - Overview of how to keep your scorecard flexible so that it remains effective by Paul R. Niven (14 pages - pdf)
- An Executive Overview: Killer Business Scorecards - Case study results on the significant impact of measuring systems and information by Brett Patterson and J. Thoreson (11 pages - pdf)
Customer Relationship Management
- Mastering the Customer Experience - The Key Drivers for Success - A good description of critical drivers and processes behind great customer service by IBF Management (6 pages - pdf)
- CRM Metrics that Really Work - White paper on good performance measurements for Customer Relationship Management by Mark Graham Brown (13 pages - pdf)
Human Resource Management
- Appreciative Inquiry: Tapping into the River of Positive Possibilities - Describes the process and how to apply it by Herb Stevenson, President of Cleveland Consulting Group (14 pages - pdf)
- Strategic Worth of Human Resources - Understanding how HR impacts organizational performance by Hugh Mitchell with Universalia (7 pages - pdf)
- Strategies for Building HR Capital - Three tactics to quickly expand HR Capital - Cadence Consulting (4 pages - pdf)
- Managing with Emotional Intelligence - Good overview of Emotional Intelligence and how it relates to performance (4 pages - pdf)
Knowledge Management
- The Knowledge Enterprise - Introductory paper to Knowledge Management by Touraj Nasseri, President of TechnoVantage (7 pages - pdf)
- Critical Success Factors for developing, implementing, and managing the Data Warehouse and the Data Mart - Visible Systems (17 pages - pdf)
- The Value of Knowledge Capital - How to identify knowledge capital and understand its worth to the organization by Paul S. Strassman (9 pages - pdf)
- The Knowledge Management Debate by Richard Poynder
Performance Management
- Criteria for Performance Excellence - Complete guide to seven categories of performance excellence - Baldrige National Quality Program (76 pages - pdf)
- Performance Management: Impact and Trends - Synopsis of six different studies on performance management - Development Dimensions International (7 pages - pdf)
- Solving the Measurement Puzzle: How EVA and the Balanced Scorecard Fit Together - How to integrate EVA with the Balanced Scorecard by Marcos Ampuero, Jesse Goranson, & Jason Scott (8 pages - pdf)
- The Performance Prism: Alternative model to the Balanced Scorecard - Describes the three dimensions of measuring organizational performance in relation to stakeholders by Andy Neely and Chris Adams - Centre for Business Performance and Performance Measurement Association (8 pages - pdf)
- For Good Measure: Setting and attaining key measures for the entire organization - CMA Magazine (4 pages - pdf)
Value Based Management
- Creating Value from Your Intangible Assets - Report on 50 companies that have successfully leveraged their intangible assets (40 pages - pdf)
- Analyzing New Profit Opportunities - 100 page e-book on how to make business projects financially successful by K. Tobias Winther
- What is Value-Based Management - A good explanation of how Value Based Management works, including a map of value drivers from McKinsey Quarterly (15 pages - pdf)
- What Drives Shareholder Value - An overview of the relationships between results and shareholder value from Professor Laurence Booth (35 pages - pdf)