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Performance Measurement in Service Industries

Making it Work

By L. Fitzgerald and P. Moon

Publishers: CIA Publishing, London

Price: 18.95.

USING real-life case histories from five successful UK service organisations, this book answers crucial questions such as: What dimensions of performance should be measured? How are appropriate standards set? What rewards are associated with achieving se t targets? The authors draw up a checklist for best practice to help managers set up performance measurement systems. Written in a readable style, and full of useful tips on implementation, this book provides one with the building blocks necessary for su ccessful and effective performance measurement.

The Grand Trunk Road

From the Front Seat

By Brian Paul Bach

Publishers: HarperCollins India, New Delhi.

Price: Rs. 195.

THIS book tackles in an epic sweep the whole route of this ancient thoroughfare across the face of the Indian subcontinent. The tale is as grand as the Road, for it passes through the ancient heartlands of India and Pakistan, starting from the subcontine nt's largest metropolis and ending on the threshold of Afghanistan. Following the rhythm of the road, the pace is sometimes determined, often leisurely, and just as often frenetic, for the passage of the Grand Trunk Road leads ever onward, towards its ul timate goal; the frontier town of Peshawar near the Khyber Pass. In the process, the whole swath of Northern India and Pakistan is discovered and rediscovered.

* A Future Perfect

The Challenge and Hidden Promise of Globalization

By John Micklethwait and Adrian Woolridge

Publishers: Crown Business, New York

India Book Distributors

Price: Rs. 922.

THIS is a comprehensive examination of the most important revolution of our time -- globalisation -- and how it will continue to change our lives. The authors expand their field of vision in order to analyse, demystify, and expose the global forces resha ping our world, and they detail both the challenge and the hidden promise those forces hold for individuals, businesses, and governments. The authors also introduce us to cosmocrats -- the members of the elite business, information, and diplomatic class who are creating the new world order. They also identify the three engines of globalisation and describe how people are managing and governing in an increasingly global era.

* The Invisible Continent

Four Strategic Imperatives of the New Economy

By Kenichi Ohmae

Publishers: HarperBusiness, New York

Price: Rs. 1106.

THIS book offers insight for individuals and companies seeking success in the twenty-first century. The author looks ahead to the future of business in the age of the Internet and sees a rapidly changing landscape -- one to which we must adapt or face th e consequences. Ohmae unveils this new economy's four basic forces -- the visible, invisible, cyber, and high multiple dimensions -- and shows how a dramatic and volatile battleground is forming between companies and the countries that try to regulate th em. Replacing countries (and their borders), Ohmae anticipates a world where the most powerful forces are `platforms'.

* Courtesy: Fountainhead, Chennai.