An empirical evaluation of performance measurement systems for total quality management

Research output: Contribution to journalReview articlepeer-review

21 Citations (Scopus)


Performance measurement systems in 14 case study organizations are analysed, to provide the basis for a model of total quality-based performance measurement, which includes strategy development and goal deployment, process management at the organizational level, performance appraisal, comparative organizational performance assessment, and reward and recognition mechanisms. This model is then used to guide a questionnaire survey of 204 total quality-based organizations. The survey indicates that successful performance measurement builds customer satisfaction and profitability by involving employees at all levels in all departments in a philosophy of continuous improvement, typically integrated via information technology systems that may include those of suppliers and customers.

Original languageEnglish
Pages (from-to)1093-1109
Number of pages17
JournalTotal Quality Management and Business Excellence
Issue number8
Publication statusPublished - 2006 Oct 1

All Science Journal Classification (ASJC) codes

  • Business, Management and Accounting(all)


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