Globalisation, saturated markets, changing customer needs and constant change place increasingly high demands on the provision of services (of goods and services) and at the same time on the work performance of employees and managers. Quality, service, reliability, knowledge and innovation are becoming increasingly important. The quality achieved is reflected in the result, the products and services created. These factors and primarily the services rendered (performance and knowledge work) determine competitiveness. In addition, the success of management is increasingly determined...