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Performance journey mapping: a service performance assessment framework

Höber, Angelika; Pergler, Elisabeth; Weitlaner, Doris; … - In: The TQM Journal 27 (2015) 2, pp. 231-246

Purpose – The purpose of this paper is to present the evaluation results of a novel performance measurement framework … into both the evaluation and its results. Design/methodology/approach – The framework and its tools have been evaluated in … applied engaging participant observation, questionnaires, and formative evaluation. In the course of the evaluation the …

Persistent link: https://www.econbiz.de/10015032807

Focusing on key elements of TQM – evaluation for sustainability

Curry, Adrienne; Kadasah, Nasser - In: The TQM Magazine 14 (2002) 4, pp. 207-216

define what are the key priority elements of TQM on which companies need to focus and to present an evaluation tool based on …

Persistent link: https://www.econbiz.de/10015032959

Lessons in Consistency: Statistical Process Control in Forte plc

Jones, Peter; Dent, Michael - In: The TQM Magazine 6 (1994) 1, pp. 18-23

benefits and led to Forte’s more detailed study of a large business hotel and evaluation of implementation. …

Persistent link: https://www.econbiz.de/10015033322

Making Self‐assessment Successful

Hillman, G. Peter - In: The TQM Magazine 6 (1994) 3, pp. 29-31

The use of self‐assessment as a basis for evaluating progress with and achievement through total quality is increasing and like many initiatives there are some basic principles for success. Looks at the use of the EFQM Model as framework, outlines a self‐assessment process together with some...

Persistent link: https://www.econbiz.de/10015033348

When You Hit a Brick Wall

Glenny, Tom - In: The TQM Magazine 6 (1994) 4, pp. 15-17

When managing a total quality programme every practitioner needs to generate and maintain momentum and progress. When progress is suddenly halted, the true reasons why are not always immediately clear. Excuses can be too easily formulated and the wrong reasons identified for what may well be a...

Persistent link: https://www.econbiz.de/10015033357

Is it Spring or Autumn for TQM?

Pitts, Colin - In: The TQM Magazine 6 (1994) 5, pp. 35-37

Reviews six years experience with TQ in a large multinational manufacturing company. Commitment alone is not enough – ownership is vital. TQ is continuous but not constant, there will be periodic declines when a change of approach is indicated. On‐the‐job training in the application of TQ...

Persistent link: https://www.econbiz.de/10015033367

Evaluation of health services organisations – German experiences with the EFQM excellence approach in healthcare

Moeller, Johannes; Sonntag, Anne Katharina - In: The TQM Magazine 13 (2001) 5, pp. 361-367

Expands on previous reports by illustrating experiences of German health services organisations made in their assessment against the European Foundation for Quality Management (EFQM) excellence model. Indicates the EFQM method and scoring system. Refers to the experiences German health care...

Persistent link: https://www.econbiz.de/10015033897

Beteiligungsbewertung im handelsrechtlichen Jahresabschluss : Abbildung in der Handels- und Steuerbilanz

Deubert, Michael; Lewe, Stefan; Buchholz, Stephan - 2024

Persistent link: https://www.econbiz.de/10013382085