The aim of the paper is to review the internal communication process of an electrical utility organisation and propose a template for improving communications centred on learning organisation principles. It also looks at the contribution which good internal communications make to the development...

Purpose – The aim of this paper is to explore the role of Six Sigma performance measurement at both strategic and operational levels within call centres where the definition of Six Sigma is widened to include systems thinking constructs. Design/methodology/approach – A two‐phase...

Increasing competitive pressure in all business sectors (e.g. private, public SME) is reflected in the continuing quest for business improvement philosophies and methodologies to address this challenge. Recent developments have included increased organisational and academic interest in the six...

Purpose – The aim of this paper is to investigate the effectiveness of business improvement methods (BIM/TQM) in contributing to innovation implementation in SMEs within peripheral regions. Design/methodology/approach – A survey with responses from 606 SMEs in the North West European...

This paper seeks to categorise the terminology currently in use within the quality management discourse. Aspirational definitions are studiously avoided, rather a critical perspective of the existing discourse is analysed. Three main terms are found to be most prominent in the current discourse,...