In a globally - competitive economy, enterprises must pay continuous attention to increasing
responsiveness to changes in customers’ demands and to the achievement of a competitive
advantage over their rivals. This means that the organisation should be addressing the
questions of:-
• How well does it facilitate the achievement of its mission?
• How does it compare with respect to effectiveness and efficiency with other
organisations?
• How does it report its achievements to its stakeholders?
• How does it get feed-back from those stakeholders?