The performance management process is seen as a closed loop control system which deploys policy and strategy, and obtains feedback from various levels in order to manage the performance of the business. The performance measurement system is the information system which is at the heart of the...

Discusses quality and environmental management systems integration. Concepts of a system and a “system of systems” are addressed, followed by a description of different management systems, and their interrelations and integration. Subsequently, strategies for integration of the quality...

Purpose – The purpose of this paper is to identify the effect of time on ISO 9000's contribution to total quality management and performance improvement. Design/methodology/approach – Initial empirical research was conducted in Greek certified companies to evaluate their motives for...

Purpose – The Taiwanese higher education sector is presently facing a significant challenge with regard to supply and demand. The purpose of this paper is to examine how, in this scenario, the balanced scorecard (BSC) can be used for performance evaluation as a strategic management tool....

Purpose – The purpose of this paper is to analyze the opportunities and challenges in the healthcare sector for learning and transferring from other sectors the concepts, best practices, and tools for improving quality, safety, and productivity. Design/methodology/approach – In this paper,...

Asks whether performance‐related pay can be compatible with TQM and examines the opinions of leading “gurus” on the subject. Looks at examples of good practice in performance management in the United Kingdom and at the practical issues involved for an organization using TQM. Indicates how...

Describes how one IT services company, a subsidiary of AT&T, has developed and implemented a comprehensive performance management system. Outlines the consultative process that was an integral part of the design of the system and the method of “selling” it to everyone in the company, as well...

Reviews the literature on leadership and management in the context of TQM. Discusses an American study which identifies key strengths and areas of improvement. Determines the role of senior managers in TQM implementation, with reference to case studies of several companies which have won the...

Describes annuitized valuation, which is a tool to measure the financial value of customer relationships. It measures the asset value of customer and represents the potential net cash flow of customers, over time. It can identify an imbalance (called a reward paradox) in the compensation...

Purpose – Small to medium‐sized enterprises (SMEs) constitute 90 percent of all enterprises in Iran. Thus they have an important role in the development of the country. SMEs need to utilise management systems, especially quality systems such as the ISO 9000 series, in their operations. The...