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Squaring the Circle: Managing and Measuring Organizational Performance whilst Stimulating Change and Innovation

The context of the paper is the global telecommunications industry. Historically, the monolithic incumbent operators (AT&T, France Telecom, Deutsche Telecom etc) delivering a commodity product (telephony) in a stable mature market environment have been driven by measures of efficiency. However, with the global trend towards telecommunications deregulation, the market place is becoming turbulent and the imperative for innovation in products, processes and organisational approaches becomes increasingly apparent.