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How to create a 'high-performing' service organisation: lessons from four professional services

Hill, A., Laker, B., Cuthbertson, R. and Hill, T. (2015) How to create a 'high-performing' service organisation: lessons from four professional services. In: British Academy of Management Conference 2015, 8-10 Sep 2015, Portsmouth, UK.

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Official URL: http://conference.bam.ac.uk/BAM2015/htdocs/index.p...

Abstract/Summary

This paper presents longitudinal exploratory research investigating the impact of investment on business performance within four Academy schools after they were all put into ‘special measures’ by OfSTED fiver years ago. The findings suggest firms should improve their governance and leadership and find sources of revenue before they make investments. They also need to put the right structures in place before they invest in their processes. Overhead investment should be delayed until the revenue and volume is in place to support it and processes cannot be improve until they are stabilised. Factors such market stability and level of competition will also affect how quickly and how much performance improves after investments are made.

Item Type:Conference or Workshop Item (Paper)
Refereed:Yes
Divisions:Henley Business School > Leadership, Organisations and Behaviour
ID Code:82812

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