Performance indicators as a tool of management in HM customs and excise
1987
This paper illustrates the contribution of OR to the development of a comprehensive management process at HM Customs and Excise. It summarizes the development of structured planning and budget setting at all levels of management; the development of effective review and control mechanisms; and illustrates the use of performance indicators as a tool of management by reference to the implementation of a management reporting system for VAT.
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