<p>Merenje inovativnih aktivnosti je važno da bi se moglo upravljati i uspe&scaron;nije poslovati preduzećem. Mnogi alati su se pojavili na trži&scaron;tu ali uglavnom svi su posmatrali uspe&scaron;nost preduzeća isključivo kroz finansijske aspekte. Model koji je uključivao sve aspekte u preduzeću, ne samo finansijsku komponentu i koji se pokazao kao efikasan alat je Balanced Scoredcard (BSC) model. Pojavom ovog modela stvara se sinergija na nivou celog preduzeća, jer pomoću ovog modela moguće je identifikovati strate&scaron;ke indikatore koje preduzeće treba da postigne da bi unapredilo svoje poslovanje. Ovaj rad posmatra trenutnu situaciju po pitanju inovacija i uvođenja inovativnih aktivnosti u poslovanje u preduzećima na teritoriji Republike Srbije, ali i to da li BSC model primenljiv za ocenu i praćenje inovativnih aktivnosti u preduzećima. Modifikovan BSC model uz pažljivo odabrane faktore sa fokusom na inovativne aktivnosti je dobar pomoćni alat za merenje i neprekidno praćenje performansi preduzeća. Primena ovakvih alata u malim i srednjim preduzećima bi unapredila i pobolj&scaron;ala njihovo poslovanje.</p> / <p>Measuring innovative activities is important in order to manage and operate the enterprise more effectively. Many tools appeared on the market, but most of them measured the business success based on financial results. The Balanced Scoredcard (BSC) model, however, included all the aspects of the company, not just a financial component, and it was proven to be an effective tool. The emergence of this model created synergy throughout the company, because this model enabled identification of the strategic indicators that the company should achieve in order to improve its business. This paper shows the current situation regarding to innovation and the introduction of innovative activities in business operations in the territory of the Republic of Serbia, but also explores whether the BSC model is applicable for the evaluation and monitoring of innovative activities in enterprises. A modified BSC model with very carefully selected factors with a focus on innovative activities is a good auxiliary tool for measuring and continuously monitoring the performance of the company. The application of such tools in small and medium-sized enterprises would improve their business.</p>

This thesis is dedicated to modern management approaches to Public Sector organizations with a special focus on projects of Public Private Partnership. This topic is one of the latest issues not only in the Czech Republic but also in numerous European countries. The public sector and its organizations are going through total modernization in these countries. This results in higher quality and more effective Public Services for citizens. I view this problem from 2 perspectives and ask the following questions which reflect the main hypothesis of this thesis: which modern approaches (tools, methods) are the most often used (intended to be used) including their contributions to higher quality and more effective management of organizations of municipalities in the Czech Republic, how is the principle of Public Private Partnership perceived and used in organizations of municipalities in the Czech Republic (Water sector) including barriers which hinder its use. It has been proven that for achieving higher quality and more effective results in the Public Sector, it is not only suitable but even systematically necessary to use modern tools of organization and management. These tools are nowadays commonly applied in the Public Sector. At the same time it has also been proven that Public Private Partnership can significantly support management in the Public Sector through its own implementation of modern tools. Further widening the use of modern tools of management and cooperation between the Public and the Private Sector is sustained through the spreading of knowledge. This is based on sharing ?good praxis?, transparent legislation and appropriate (procedural) methodology for implementation.

The purpose of the study was to identify a comprehensive measure of performance by assessing the relationship between employee satisfaction and customer satisfaction on the profitability of the commercial banking industry in Ethiopia. The study adopted unidimensional path models, multivariate approach and factor analysis in predicting the dependent variable, determining the independent variables and the sample size and justifying the objectives of the sturdy. Primary data were obtained through structured questionnaires from valid sample responses of 180 employees and customers selected on convenient sampling method. Profitability (ROA & ROE) was measured based on the average data from the financial statements of 2007/8-2001/12 of the banks. Variant of empirical studies and theoretical frameworks, drawn from motivational, psychological and behavioural theories, were used to formulate the hypothesis and establish the relationship between internal service quality, employee satisfaction, customer service quality, customer satisfaction, customer loyalty and profitability. Results of the study indicated internal marketing influenced employee job satisfaction which in turn partially influenced customer service quality and customer satisfaction; customer service quality influenced customer satisfaction which then influenced customer loyalty. But, no relationship was observed between customer loyalty and profitability. However, due to the timing gap of the data on profitability and the data on customer satisfaction and customer loyalty, the relationship is apparently realizable in the long run. Therefore, due emphasis is required by the management of the banks to exert the necessary strategic effort on employee satisfaction, customer service quality, and customer satisfaction because of their implicit effects on profitability. Finally, the relevance of the research to the literature on performance measurement is demonstrated by contextualizing comprehensive models in the context of commercial banking industry in Ethiopia. / Business Management / D.B.L.