Purpose – The main objective of this study is to develop a strategy for implementing various quality measurement tools as part of a continuous improvement programme in institutions for the elderly in Portugal. Design/methodology/approach – The empirical data were drawn from a survey...

Purpose – This paper aims to find ways to improve the performance of social and medical establishments through a new organizational structure and the use of quality management methods. Design/methodology/approach – The research is based on an empirical study of a number of French...

Purpose – Organizations wishing to implement TQM face unavoidable profound changes in performance measurement and are in need of guidance and better understanding of the role of different performance measurement methods and systems. The objective of this paper is therefore to provide guidance...

Purpose – Importance performance analysis (IPA) is a technique widely used to assist organisations in developing marketing strategies and improving products or service quality. Many scholars have revised IPA to augment its effectiveness. However, this involves some unknown problems that could...

Purpose – The performance measurement system reflects the corporate strategy and overall business objectives of an organization. The alignment of the performance indicators with the company's critical operating factors, and the processes having bottle‐necks alongside the value chain, could...

Purpose – The purpose of this paper is to establish an integrated model of a service‐delivery system, customer relationship management (CRM), and customer satisfaction evaluation. The strategic objectives, such as the pursuit of key performances, the retention of customers, the provision of...

Purpose – This paper aims to provide a quantitative decision approach to the service quality management, developed on the basis of Kano's theory of attractive quality. The proposed approach aims at exploiting contacts with service made by “mystery guests” rather than traditional surveys on...

Purpose – Utilizing data envelopment analysis (DEA), this paper seeks to examine the performance of 20 Indian B‐Schools, separating their profitability and marketability. The technique allows one to identify those management institutions which are able to utilize their resources in a most...