Purpose This paper aims to outline why design thinking is an engaging process and provide a methodical framework to approach complex, multi-disciplinary problems in ways that consistently yield solutions that are successful and often creative in unpredictable ways. It is a framework for thinking...

Reviews developments in total quality management (TQM), business process re‐engineering (BPR) and world‐class manufacturing (WCM). Using modern systems, service quality and operations management theory, proposes an integrating model for managerial use which unifies existing approaches and...

Japanese firms which long ago realized the importance of product quality have, over the last decade, been focusing on the broader issue of management quality as a way of increasing market share and profits. Management quality has traditionally been difficult to judge, and systematic ways of...

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...

In today’s public transport market where competition is keener than ever, railway operators are in desperate need of a customised total quality management approach to enhance performance and outcompete their counterparts. This paper outlines the work related to the establishment and...