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Vol 28 - No 07 - September 2002 Managing with Measures: The Stakeholder Perspective - 1 The days when companies could survive and prosper by focusing on the wants and needs of one stakeholder - the shareholder - are long gone. The days when organisations could survive and prosper by focusing on the wants and needs of two stakeholders - the shareholders and the customers - are also numbered, if not yet already passed. Despite the fact that 'customer relationship management'is one of today's hot topics and 'customer focus'was the rallying cry for many of the management revolutions that swept the business world during the 1980s and 1990s such as Just-In-Time, Total Quality Management and Business Process Re-engineering - it is only a single-step improvement on what has tended to happen in the past, not a complete solution. Other worthy initiatives have tried to place greater emphasis on other individual stakeholders, such as Human Resource Management for example, but have tended to lose site of the broader picture. Page number: 29 Word count: 2400 Related Topics: Analytical techniques Customer relations management Human resources
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