"Can you define 'plan' as 'a loose sequence of manifestly inadequate observations and conjectures, held together by panic, indecision, and ignorance'? If so, it was a very good plan." Jonathan Stroud, The Ring of Solomon Jonathan Stroud knew that a plan cannot stand alone and needs more. Every business needs a strategy. Academics in the field of strategic management have bewailed the field's disparate, ambiguous nature. The question arises: how can these concerns be compliant with the substantial success that strategic management experienced in the past? The weaknesses of strategic management seem to be its strengths. In their study, Nag, Hambrick and Chen (2007) suggest that strategic management acts as an intellectual dealer entity, which thrives by enabling the simultaneous pursuit of multiple research orientations by a variety of disciplinary and philosophical regimes. The Bain and Company Management Tools and Trends, (Rigby & Bilodeau 2011) indicated the importance of management tools and how these tools can enhance an organisation's ability to strategise for the future. Mankins and Steele (2005) identified factors resulting in a strategy-to-performance gap and made recommendations on how an organisation can minimise such gaps. Tait and Nienaber (2010) came to the conclusion that the use of management tools could reduce challenges of formulation, implementation and evaluation resulting in closing or minimising the strategy-to-performance gap. In view of the findings of these three above-mentioned studies, this study of SAEO aimed to explore (identify, describe and understand) what factors top, middle and frontline managers perceived to hinder strategy implementation at SAEO during the 2009/10-2010/11 financial years, resulting in a strategy-to-performance gap and to determine how these factors affect the organisation. This study was conducted as a qualitative case study that used empirical evidence from real people in a real-life organisation. Data was collected from a South African electronics organisation (henceforth referred to as SAEO) involving 14 managers at three different hierarchical levels (top, middle and frontline managers). They were required to answer semi-structured questions on to how these strategy-formulation-implementation-evaluation phases affect their working environment. The interviews were conducted at the premises of the organisation and permission was sought from the CEO who granted permission for the researcher to request the managers to participate. Information was used from previous authors and a replication study was conducted using the Mankins and Steele (2005) and Tait and Nienaber (2010) studies. The purpose of this study was to identify, describe and understand "what factors, if any, hinder strategy implementation" (Ehlers & Lazenby, 2004; Mankins & Steele, 2005; Tait & Nienaber, 2010). Ehlers and Lazenby (2004:117) and Mankins and Steele (2005:66) have indicated that strategy implementation is the most difficult part of the strategic management process. In the Mankins and Steele (2005) and Tait and Nienaber (2010) studies, although the order differed, the most prevalent performance factors contributing to the strategy-to-performance gap were identified as a lack of focus/conflicting priorities and no resources, inadequate skills and capabilities, unclear accountabilities for execution, insufficient rewards and consequences and poorly communicated strategies. The results of this SAEO study confirmed that ineffective communication, followed by inadequate monitoring; insufficient leadership and no approved strategy were the main reasons for the strategy-to-performance gap. It seemed as if SAEO had a bigger challenge in communicating its strategy to employees than was the case in the Mankins and Steele (2005) and the Tait and Nienaber (2010) studies. Although the biggest challenge at the four South African Life Insurers (Tait & Nienaber, 2010) was inadequate or unavailable resources, the challenge at SAEO was ineffective communication and it was evident that it should be addressed to close the strategy-to-performance gap. Both challenges are part of the strategy implementation phase although communication could be related to formulation, implementation and evaluation of strategy. Although the results (ranking of factors indicated to contribute to the strategy-to-performance phenomenon) of this study did not entirely concur with the studies of Mankins and Steele (2005) and Tait and Nienaber (2010), the important fact remains that without a formulated strategy on how to ensure survival and growth of an organisation, challenges such as ineffective communication and/or inadequate or unavailable resources which were found in the three studies (Mankins & Steele, 2005; Tait & Nienaber, 2010; and the SAEO study) will have a negative effect on an organisation's future growth and prosperity. It became evident from this (SAEO) study that every member of an organisation will be affected should a strategy-to-performance gap exist. Therefore it is crucial that each organisation timeously identify possible factors that can result in a strategy-to-performance gap and determine what can be done to close or narrow those performance gaps. Lear (2012) contends that even if an organisation has the most outstanding strategy, the strategy will mean nothing if it is not understood at all levels within the organisation. That includes all processes to be aligned to achieve the organisation's objectives. / Business Management / M. Tech. (Business Administration)

The purpose of this study was to examine the relationship between market orientation and business performance mediated by marketing resources and moderated by contextual factors. The study also examined the extent to which the conceptual model was a good fit to the sample data. A quantitative approach was used to test if there was a significant relationship between market orientation, marketing resources, and business performance. For the purpose, a cross-sectional survey was carried out to obtain data pertaining to market orientation, marketing resources, contextual factors and business performance. The unit of analysis of the study was banks consisting of 3 public and 15 private banks. A sample size of 507 consisting of 492 branch managers and 15 top level marketing managers was used in the survey. With a response rate of 87.97%, 446 questionnaires were collected of which 377 were used for data analysis. A SEM was used to test the extent to which the theoretical model fits the sample data. Mediation analysis was used to test the indirect effect of market orientation on business performance and hierarchical regression analysis was used to test whether the relationship was moderated by market dynamism, competitive intensity, and government regulation. Finally, an independent t – test was used to examine the statistical variations between public and private banks in terms of market orientation, marketing resources, and business performance. The confirmatory factor analysis revealed that the modified model was fit with the observed data in terms of chi-square and the individual indices. The total effect of market orientation on business performance was moderate with a 0.36 regression coefficient. The indirect effect was high with a 0.91 regression coefficient where complete and inconsistent mediation was found due to suppression effect. The moderation analysis revealed that the interaction effect of market dynamism, competitive intensity, and government regulation was not statistically significant. Finally the result showed that there was a statistically meaningful difference between public and private banks in terms of market orientation, marketing resources, and business performance. Banks in Ethiopia shall strive to segment the market, differentiate their services, and build a strong brand with clear identity. Banks in Ethiopia shall also build on their marketing resources to enhance their business performance. / Business Management / D.B.L.

Syfte: Syftet med denna studie är att skapa förståelse för hur styrkortsanvändning hos svenska kommuner upplevs av involverade chefer, särskilt sett till användbarhet och användarvänlighet. Metod: Denna studie antar ett kvalitativt och tolkningsinriktat synsätt och har en abduktiv ansats. Tillvägagångssättet omfattar en litteraturstudie samt empiri-insamling medelst semistrukturerade intervjuer, vilka sedan växelvis har ställts mot varandra genom en tematiserad analys. Slutsats: Vår slutsats är att styrkortsanvändning hos svenska kommuner uppvisar avsevärd variation, men att styrkorten överlag upplevs som användbara för organisationen; något mindre användbara för den enskilde chefen samt att bristfällig användarvänlighet är vanligt förekommande. Förslag till fortsatt forskning: Se stycke 6.4. Studiens bidrag: Vår studie bidrar med empirisk bekräftelse av att balanserat styrkort upplevs vara ett användbart koncept för kommunal styrning. Vidare påvisar studien att styrkortet främst är praktiskt användbart för organisationen som helhet; sett till den enskilde chefen är användbarheten och användarvänligheten mer begränsad, och förbättringspotentialen upplevs vara stor sett till båda perspektiv. / Aim: The purpose of this study is to create an understanding for how scorecard usage in Swedish local government is perceived by the involved managers, especially in terms of usefulness and ease of use. Method: This study adopts a qualitative and interpretative stance and has an abductive approach. The mode of procedure includes a literature study and collection of empiric material through semistructured interviews, which have then iteratively been positioned versus each other in a thematised analysis. Conclusions: Our conclusions are that scorecard usage in Swedish local government organisations encompasses considerable variation, but that the scorecards in general are perceived as useful for the organisation; somewhat less useful for the individual manager and that inadequate ease of use is commonly occurring. Suggested future research: See paragraph 6.4 below. Contribution of the thesis: Our study contributes with empiric confirmation that the balanced scorecard is perceived to be a suitable concept for Swedish local government management. The study also shows that the scorecard is useful primarily for the organisation as a whole; the usefulness and ease of use seen to the individual manager is more limited, and the potential for improvement is perceived to be considerable seen to both perspectives.

Thesis (MPA (School of Public Management and Planning))--Stellenbosch University, 2008. / Research was conducted in this paper on organisational performance management. Various definitions are offered in order to provide an explanation to the topic. Different models on performance management were discussed including the balanced scorecard. The City of Cape Town was identified as a case study to ascertain how the provisions for the performance management system, as stipulated in legislation, were implemented. The use of the balanced scorecard was also reviewed. Officials were interviewed, as well as various documentation considered, dealing with performance management in the City of Cape Town. From the findings various recommendations were made to improve the performance management system.

Thesis (MPA)--Stellenbosch University, 2002. / ENGLISH ABSTRACT: The focus of this research assignment is the evaluation of an individual Performance Management system at local government level in the Cape Metropolitan Area. The researcher has observed a possible decline in customer satisfaction towards the Cape Metropolitan Council Administration and at other Administrations within the City of Cape Town, and the press also highlighted complaints regarding the absence of an entrenched customer care ethic among municipal officials. The researcher was concerned with the way customers are being handled by municipal officials, and sought to find a solution to the problem. The researcher conducted research on what the ideal situation should be, and how to reach the ideal situation, which included South African local government legislation and discussion documents. The researcher also conducted an opinion survey (by means of a questionnaire) within the CMC Administration, in order to obtain the opinions of employees of the City of Cape Town's CMC Administration with regard to perceptions of customer satisfaction, and the possible effect on customer satisfaction should a Performance Management system be implemented within the City of Cape Town. It was found that, should a Performance Management system be introduced within the City of Cape Town, it will contribute to efficiency in service delivery, and staff will be held accountable for their work performance. It was also found that at local government institutions (locally and internationally) where effective organisational and individual Performance Management systems had been implemented, customer satisfaction at these institutions has improved. It is therefore suggested by this research that the City of Cape Town should implement an individual Performance Management system and that customer satisfaction should improve over time. / AFRIKAANSE OPSOMMING: Die fokus van die navorsings opdrag is die evaluering van 'n individuele werkverrigting- bestuurstelsel op die vlak van plaaslike regering in die Kaapse Metropolitaanse Gebied. Die navorser het 'n moontlike afname in kliënte bevrediging teenoor die Kaapse Metropolitaanse Raad (KMR) en ander Rade binne die Kaapse Metropolitaanse Gebied opgelet, en die pers het ook klagte belig betrekkend die afwesigheid van 'n verskansekliënte-sorg etiek onder munisipale amptenare. Die navorser was bekommered met die manier waarop kliënte behandel is deur munisipale amptenare, en het probeer om 'n oplossing te vind vir die probleem. Die navorser het ondersoek ingestel, wat ingesluit het Suid_Afrikaanse plaaslike regerings-wette en besprekings-dokumente, om uit te vind wat die ideale situasie is, en hoe om hierdie situasie te bereik. Die navorser het ook 'n opinie opneming ingestel (dmv. 'n vraelys) binne die KMR Administrasie, om sodoende die opinies van die werkers van Stad Kaapstad se KMR Administrasie betreffend die waarnemings van kliënt bevrediging, en die moontlike effek op kliënt bevrediging as 'n werkverrigting bestuurstelsel in werking gebring word binne die Stad Kaapstad. Daar is gevind, dat as 'n werkverrigting bestuurstelsel voorgestel word binne die Stad Kaapstad, daar 'n verbetering sal wees in doeltreffendheid van diens gelewer, en personeel sal verantwoordelik wees vir hul werkverrigtinge. Daar is ook gevind by plaaslike regering-instansies (plaaslik en internasionaal) waar daar effektiewe werkverrigting bestuurstelsels in werking gestel is, daar 'n verbetering in kliënte bevrediging was. Dus word daar gesuggereer, deur dié navorser dat die Stad Kaapstad 'n individuele-werkverrigting bestuurstelsel moet implementeer en dat kliënt bevrediging mettertyd sal verbeter.

Thesis (MBA)--Stellenbosch University, 2001. / The aim of this study was to review the current status of the Performance Management system at Amatola District Council. A study of material and a case study on the implementation of the system at Amatola District Council is described. The performance management model designed by Good People Management has been applied and described in the text. The research results indicate that the majority of staff supports and understand the process. However, feedback and the attitudes of female employees thereof are highlighting red signals. This creates a completely new area of research of which the writer is only highlighting the issue for further research. Linking of performance management with compensation comes up as an issue, understandably so because the Council has agreed not to link the two processes. Recommendations on how to improve the system have been put forward.

本研究旨為國民小學校長培育課程與校長績效管理能力之研究。研究方法為文獻分析、焦點團體座談、問卷調查、與專家訪談。焦點團體座談對象為教育行政機關主管與學者專家10位，國民小學校長10位；問卷調查之樣本為臺灣地區各縣市公立國民小學校長共600人，可用問卷462份，可用率為77%；專家訪談對象為校長培育機構領導者計5位。研究工具包含自編之「國民小學校長培育課程與校長績效管理能力之研究調查問卷」、「國民小學校長培育課程與校長績效管理能力之研究座談大綱」、「國民小學校長培育課程與校長績效管理能力之研究專家訪談大綱」。本研究統計方法為描述性統計、t考驗、單因子變異數分析與Scheffé事後比較、皮爾森積差相關、線性結構關係分析（SEM），內容分析等方法。根據研究結果與分析後歸納之研究結論如下： 壹、國民小學校長培育課程之內涵包含校長教育理念、校長專業知能、校長實務實習。 貳、國民小學校長績效管理能力之內涵包括目標執行能力、授權增能能力、敏銳覺察能力、開放對話能力、評量考核能力、省思回饋能力。 參、校長培育課程對校長績效管理能力之發展有重要影響。 肆、國民小學校長知覺校長培育課程之幫助程度，得分程度佳；並於「校長專業知能」向度得分最高；「校長教育理念」向度得分最低。 伍、國民小學校長知覺校長績效管理能力之符合程度，現況得分程度佳；並以「開放對話能力」向度得分最高；「評量考核能力」得分程度最低。 陸、背景變項之探討，國民小學校長之性別、年齡、最高學歷、校長年資及學校區域，於知覺校長培育課程之幫助程度有顯著差異。 柒、背景變項之探討，國民小學校長之年齡、校長年資及學校規模，於校長績效管理能力之符合程度有顯著差異。 捌、知覺校長培育課程之幫助程度對校長績效管理能力之符合程度上有顯著差異。 玖、國民小學校長培育課程與校長績效管理能力具相關性。 壹拾、驗證校長培育課程對校長績效管理能力關係佳。 最後，本研究依研究結果分別提出以下建議： 壹、對教育行政機關之建議 一、參酌校長培育之不同模式進行整合，以規劃統一適用之校長培育制度。 二、建構國民小學校長證照之檢定制度，以提升學校校長之專業素質。 三、建置國民小學校長專業資格檢定制度，以發展校長準則之專業指標。 四、針對現行國民小學校長遴選制度，積極思考未來可行之解決方案。 五、檢討國民小學學校績效管理制度，避免品質考核之績效制度流於形式。 貳、對校長培育機構之建議 一、探討不同校長培育機構之學習經驗，作為規劃未來課程模式之參考。 二、針對國民小學校長準則之專業指標，建構未來培育課程之模式。 三、強化國民小學校長培育之績效管理課程，進行個案研究等案例研討。 四、運用個案研究、問題導向與同儕學習之教學法，促進校長實踐智慧。 參、對校長之建議 一、瞭解不同校長培育機構之課程規劃，持續校長自我專業發展。 二、理解校長實踐學校績效管理之流程與作為，力求自我知行一致。 三、建置校長專業發展之知識分享平台，提升校長績效管理能力。 四、培養校長面對變革之自我因應能力，掌握學校多元之情境脈絡。 肆、對後續相關研究之建議 一、進行校長培育課程與校長績效管理之質性研究。 二、加入他評之研究調查方法進行多元觀點之參照與研析。 三、考量組織文化或型態等背景因素對學校實施績效管理之影響。 四、持續修訂研究量表工具。 / The main purpose of this research is to study the principal preparation curriculum for an elementary school principal and the performance management ability of an elementary school principal. The research methods used was literature analysis, focus group sessions, questionnaires investigation, and interviews. The research instrument was distributed to 600 elementary public school principals all over Taiwan and 462 valid samples were used in this study. The data obtained was interpreted using descriptive statistics, t-test, one-way ANOVA, Scheffé posteriori comparison, Pearson’s product-moment correlation, SEM through the use of LISREL 8.71, and content analysis. The conclusions drawn from the study were as follows: 1.Principal preparation curriculum for principal in Taiwan elementary school includes: education idea, professional competency, practical training. 2.Performance management ability of an elementary school principal includes: goal setting and execution, empowerment, perceptiveness, open dialogue, performance appraisal, reflection and feedback. 3.The principal preparation curriculum had an important influence to principal performance management ability. 4.The principal preparation curriculum “principal professional competency” ranked first and “principal educational idea” ranked last. 5.All principal performance management abilities received a positive outcome and “open dialogue” ranked the first. 6.The elementary school principal’s background demography sex, age, educational background, years in service and school district incurred a significant difference with all principal preparation curriculums. 7.The elementary school principal’s background demography age, years in service and school size incurred a significant difference with all the principal performance management abilities. 8.Principals who got high score on the principal preparation curriculum also got better score in the principal performance management ability than low and middle ones. 9.The principal preparation curriculum was positively correlated with the performance management ability of elementary school principals. 10.The“model fit indices” between principal preparation curriculum and performance management ability of elementary school principals was proper. In the last, based on the research results, the researcher proposed some suggestions for educational administrative agencies, principals, researchers.

Syfte: Tidigare forskning visar att offentliga verksamheter tillämpar balanserat styrkort anpassat till dess specifika verksamhet. Antalet studier som behandlar anpassning av balanserat styrkort till offentlig verksamhet är begränsat vilket leder till att studien syftar till att belysa hur balanserat styrkort anpassas till svensk offentlig verksamhet. Metod: Studien tillämpar en abduktiv kvalitativ ansats med datainsamling i form av semistrukturerade intervjuer. Bearbetning av data och teori följer tematisk analys. Studien genomsyras av den tolkande hermeneutiska traditionen. Resultat & slutsats: Studien tolkar att offentlig verksamhet tillämpar anpassade balanserade styrkort där ingen uppnår samtliga kriterier för balanserat styrkort. Studien tolkar vidare att nyttan med anpassat balanserat styrkort uttrycks i form av enkelhet och enhetlighet vilket skapas genom att syftet med anpassat balanserat styrkort är detsamma som inom traditionellt balanserat styrkort. Anpassning av perspektiv uttrycks genom att lärande- och tillväxtperspektivet exkluderas till förmån för medarbetarperspektivet. Förslag till vidare forskning: Studien föreslår vidare forskning vad gäller strategikartans roll efter strategiutveckling, kausalitet när ett annat perspektiv än det finansiella placeras högst upp i hierarkin, lärande- och tillväxtperspektivets exkluderande till förmån för medarbetarperspektivet samt valet att avveckla balanserat styrkort inom offentlig verksamhet. Uppsatsens bidrag: Uppsatsen bidrar till en ökad förståelse för balanserat styrkort anpassas till offentlig verksamhet. Förståelsen för anpassning skapas genom fyra aspekter; Tillämpning, Nytta, Syfte och Perspektiv. / Aim: Previous research reveals that public sector organisations apply balanced scorecard adjusted to their own specific business. The number of studies dealing with balanced scorecard adjusted to public sector organisations is limited which open on to the purpose of the study, which is to illuminate how balanced scorecard is adjusted to public sector organisations in Sweden. Method: The study applies an abductive qualitative research method with semistructured interviews as data gathering tool. The processing of data and theory follow thematic analysis. The study permeates the interpretive hermeneutic tradition. Result & conclusion: The study interprets that public sector organisations apply adjusted balanced scorecard where none acquire all criteria of the balanced scorecard. The study also interprets that the benefits of adjusted balanced scorecard are simplicity and uniformity. The benefits are accomplished through the purpose of implementing adjusted balanced scorecard, which is the same purpose as for traditional balanced scorecard. Perspectives are adjusted to the specific business, which primarily involves the exclusion of the learning-, and growth perspective in advantage of a perspective concerning employees. Suggestions for future research: The study suggests further research regarding the usefulness of strategy maps after strategy development, the causality when other perspective than the financial is placed at the top of the hierarchy, the exclusion of the learning – and growth perspective in advantage of perspectives concerning employees and phase out of balanced scorecard in public sector organisations. Contribution of the thesis: The study adds enhanced understanding of how public sector organisations choose to adjust balanced scorecard. The enhanced understanding concerning adjustment is created through four aspects; Application, Benefits, Purpose and Perspectives.

6 Abstract This thesis aims to offer a comprehensive view of corporate communication while emphasizing its importance for everyday life of corporations and achievement of their strategic targets. The thesis introduces potential interpretations of corporate communication with the main focus on key moments of corporate communication as well as on consequences non-effective communication has on employee satisfaction and their life in the corporation. In the thesis I opted for the method of compilation and comparison of professional literature along with expert interviews which reveal the quality of internal communication in two selected corporations and prove one-sided view of communication inside corporations. The first part of the thesis provides a detailed look at characteristics of individual communication forms, knowledge of these characteristics being the cornerstone of further research in corporate communication. Besides, this part also describes the principles of active listening, a skill which is frequently omitted from the communication skill list. The second part deals with potential interpretations and divisions of corporate communication in professional literature and offers a thorough account of internal communication and its individual aspects. The following part looks at communication between...

The diploma thesis is focused on the Investors in People standard which is the only internationally recognized system for managing and developing human resources. It deals with the IIP characteristics, advantages, situation in the Czech Republic and its comparation with other models. In the practical part of the thesis the IPP influence is shown in the OLHO-Technik Czech, s.r.o. firm and the implementation process is described. The analysis was focused on the selected personnel processes and documentation in the firm based on the IPP principles. Finally the discussion with employees was made as a part of a qualitative research. The aim of the thesis is to approach the IIP standard to the Czech firms, support its diffusion and offer solution for improvement in the OLHO-Technik Czech, s.r.o. company in the HR field for consequential IIP recertification.