An empirical evaluation of performance measurement systems for total quality management

研究成果: Review article

18 引文 斯高帕斯(Scopus)

摘要

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.

原文English
頁(從 - 到)1093-1109
頁數17
期刊Total Quality Management and Business Excellence
17
發行號8
DOIs
出版狀態Published - 2006 十月 1

    指紋

All Science Journal Classification (ASJC) codes

  • Business, Management and Accounting(all)

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