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Purpose -The purpose of this paper is to outline the research work of managing returnable assets such as pallets by radio frequency identification (RFID) methods on a national scale. Design/methodology/approach -The project is an extension of an earlier project which tracks pallets and cartons through a fast moving consumer goods (FMCG) supply chain. This extension project investigates how RFID information can be applied for integrating business processes. The project team developed a national business information network with electronic product code (EPC) compliance devices and systems. To implement an effective pallet management business process, the project team carried out detailed process modelling study of the effect of RFID processes and measured the improvement in performance and efficiency. Findings -The key to success in the extension project is the adoption of EPC compliance technology that enables efficient communication of business data across platforms and companies. The project found that there is an average 18 per cent improvement in system efficiency should an EPC compliance technology be adopted for supporting paperless proof of delivery. There are also additional administrative and unquantifiable savings in support systems and services.Research limitations/implications -The research is related to the FMCG industry sector. The business processes in this sector can vary significantly. The project is conducted under a controlled business environment on the condition that the changes would not affect main business activities of the partners. The system efficiency improvement and savings estimated from the project findings should be taken as reference figures only. Originality/value -The combination of process modelling approach and validation of system performance data by simulation in this paper provide a basis for generalisation of the methodology in similar national scale research studies. The estimated data could be used as reference for preliminary feasibility studies of similar EPC applications.

AcknowledgementsGolf course managers need to manage their facilities efficiently for both economic and qualitative reasons. Golf greens are the most significant area on the golf course for play, intensity of maintenance practice, and player judgement of quality. The gap in knowledge lies between measurement of golf green performance and operations efficiency. Performance measurement is the process of controlling management operations to achieve optimum resource input efficacy but in considering existing performance management systems it was found that none provided a definitive tool that could be used to monitor operations for golf green management. This research aims to determine whether a performance management system can be developed for golf green management.Four golf courses were selected to collect management data for operations practices and qualitative tests of golf green performance. Interviews provided operations data for the core practices, identified from literature, including material inputs. The comparison of maintenance inputs and their costs against playing quality allow objective comparison and determination of management efficacy. A survey of golf course managers and review of industry operations practice also informed the key parameters in the development of a performance management framework.Research data for maintenance intensity, cost, and quality have been plotted onto analysis framework graphs which indicate the quality golf course managers are achieving within golf green culture with known levels of resource input. This research proposes a performance management framework for golf course managers to enable them to better manage their golf greens.The adopted research methodology and methods have produced a performance based management framework for golf green management. Mapping key parameters of quality, costs, and inputs in a benchmarking radar chart reflects the efficacy of golf green management in a way that allows stakeholders to identify and adjust operation variables. In a survey of Golf Course Managers in the UK, 73% of respondents stated that they would find a performance management framework beneficial for their work.

Golf course standards are an important element to enable effective performancebased management, which can optimise resource efficiency, and attain player satisfaction. It is important, therefore, to establish the current knowledge and awareness of what criteria exist for optimum golf course management. This paper draws together

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