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 the degree to which customer‐ and employee‐based measures of performance are used within The Times top 500 companies, as revealed by a postal survey carried out in 1995 and from initial findings from six in‐depth case studies. The inquiry was initiated as a result of the...

Part III of a three‐part series which represents a comprehensive review of the literature by discussing critical factors of TQM in key areas often stressed in implementation case studies, and supported by quality gurus and writers. Such factors are considered as being conducive to the success...

Total quality management is now a comprehensive management system. Yet many companies are still trying to combine TQM with an inappropriate performance measurement system to their own detriment. This article points out the dangers of overreliance on traditional financial and cost‐based...

The aim of this study is to identify and interpret the critical factors and performance measures of TQM. Based on extensive review of prescriptive, conceptual, practitioner, and empirical literature; we were able to identify seven critical factors and more than 45 performance measures of TQM. A...

Investigates the key strategic approaches used by Queensland businesses in achieving their quality objectives. Finds that the highest ranked quality management techniques of total sample firms included a program for reduction in defects, commitment and communication of commitment to quality...

Total quality management continues to spread in industry and commerce on a global basis. Despite the various levels of scepticism and doubt expressed on its potential to lead to competive benefits, TQM continues to reshape organizations at all levels. When one looks at providers of education and...

This case study research involved 31 successful small manufacturing companies in the southeastern USA for the purpose of identifying, among other things, their perceptions of high performance and other human resource related characteristics in their organizations. Analysis of the transcripts and...

Presents details of a study identifying the performance determinants required of chief executive officers (CEOs) and senior managers. The study compares current findings in management competences (referred to here as performance determinants) with previous research in this field. Although...

Many organizations devote considerable time and effort to improving job satisfaction, hoping for improved performance. To the extent that happiness and satisfaction are a result of one′s heredity and past experiences, management clearly has a very limited role in effecting change. To the...