Setting business objectives and measuring performance

Peter Doyle

European Management Journal, 1994, vol. 12, issue 2, 123-132

Abstract: 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.

Date: 1994
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