Using a multiple case study, this paper is concerned with assessing the impact of senior management's approach and attitudes on service quality and its implications for middle and firstline managers. Date from 52 semi-structured interviews representing a variety of managerial levels suggests...

This paper combines the use of (binary) logistic regression and stochastic frontier analysis to assess the operational effectiveness of the UK Coastguard (Maritime Rescue) coordination centres over the period 1995-1998. In particular, the rationale for the Government's decision - confirmed in...

Using a survey, this paper provides information about the current state of performance management (appraisal) from a sample of UK-based EFQM-affiliated organizations. It particularly focuses on several critical issues of performance management in the context of TQM including: the effectiveness...

There is a plethora of literature to suggest that even in quality-oriented organizational contexts, the approach driving performance appraisal is fundamentally in conflict with Total Quality Management (TQM) precepts, which put heavy emphasis on systems-level features of performance management....

Reports findings from a research designed to investigate the main issues of the current HR performance evaluation systems in over 150 UK-based quality-focused organisations. The study identified the main characteristics of HR performance evaluation systems currently conducting in TQM-based...

This paper uses a Bayesian belief networks (BBN) methodology to assess the reliability of search and rescue (SAR) operations within the UK coastguard (maritime rescue) coordination centers. This is an extension of earlier work, which investigated the rationale of the government's decision to...

This paper uses a Bayesian Belief Networks (BBN) methodology to model the reliability of Search And Rescue (SAR) operations within UK Coastguard (Maritime Rescue) coordination centres. This is an extension of earlier work, which investigated the rationale of the government's decision to close a...