Performance Measurement: Proceedings of the Seminar 'Special Topics in CIM 1'.211 Held in Autumn 1998

摘要

The report is the outcome of research conducted for the marketing department at211u001eNokia Telecommunications. The goal of the study is to identify performance 211u001emeasures that indicate the efficiency of marketing operations of Nokia 211u001eTelecommunications' Product Competence Center (PCC) network and the separate 211u001ePCCs. A secondary goal is to make the measures comparable with other 211u001eorganizations, for benchmarking purposes. Research for this study was conducted 211u001eprimarily by literature review. Recommendations are based on ideas gathered from 211u001egeneral performance measurement literature, marketing performance measurement 211u001eliterature and performance measurement literature from neighbouring fields. The 211u001estudy has been limited to outcome and activity measurement. Competence 211u001emeasurement is not included.