Discusses an area which is growing in terms of significance and proven to impact on business performance, reputation and corporate image. Discusses social responsibility from the point of view of environmental issues and ethical considerations. Useful examples of models for the effective...

Complaints handling is not a substitute for abdicating the responsibility for managing quality and achieving customer satisfaction. Indeed, the former and the latter are nothing but synonymous expressions and quite compatible concepts. This paper treats the issue of complaints handling and...

Customer satisfaction is perhaps one of the most talked about challenges of organisations, both in the public and private sectors. Indeed, this represents every organisation’s sole purpose, is at the heart of every mission statement, and is the ultimate goal of any strategies put in place. As...

Discusses the evolution of auditing in the context of Total Quality Management and describes how an organization can develop a culture of continuous improvement, innovation and advancement based on developing the culture of auditing. The concept of auditing tends to be misunderstood and its...

Discusses the current confusion over the meaning of total quality management (TQM). Failure associated with TQM implementation is often due to the failure of managers to introduce it effectively. TQM is being demanded by customers, even in public sector and non‐profit‐making organizations;...

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 the results of a survey which shows that there is a gap between managers’ understanding of the importance of using performance measures, and the actual performance measures used. Argues that an inappropriate performance measurement could be a major cause of failure in the...

Suggests that successful TQM initiatives are frequently spurred by “stretch” goals created by benchmarking an organization’s performance and practices with others. Differentiates results and process‐driven benchmarking. Explains how TQM and benchmarking link with the philosophy of...

Examines a modern approach to competitiveness and describes current phenomena which have altered the principles which underlie competitive success. Discusses the meaning and implications of several key competitive principles including market‐driven strategies, time‐based competition, global...

Presents evidence from a survey conducted in four industrial sectors (health care, public, service and manufacturing), in order to: ascertain the level of understanding, usage and also the degree of effectiveness of the business process re‐engineering (BPR) concept in all the sectors concerned;...