TY - JOUR
T1 - Development of performance measurement systems in quality management organisations
AU - Chang, Hsin Hsin
PY - 2006/10/1
Y1 - 2006/10/1
N2 - This research analyses performance measurement in 15 quality management organisations operating in a range of manufacturing and service areas, to produce a generally applicable descriptive model. Elements of quality management performance measurement described include: strategic goal setting, operational management, individual appraisal, and reward and recognition mechanisms. The key to successful performance measurement is ensuring congruence between all operational elements, encompassing employees at all levels in all departments, requiring total management commitment to teamwork, and information systems integrated with those of the customers and the suppliers.
AB - This research analyses performance measurement in 15 quality management organisations operating in a range of manufacturing and service areas, to produce a generally applicable descriptive model. Elements of quality management performance measurement described include: strategic goal setting, operational management, individual appraisal, and reward and recognition mechanisms. The key to successful performance measurement is ensuring congruence between all operational elements, encompassing employees at all levels in all departments, requiring total management commitment to teamwork, and information systems integrated with those of the customers and the suppliers.
UR - http://www.scopus.com/inward/record.url?scp=33750119497&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=33750119497&partnerID=8YFLogxK
U2 - 10.1080/02642060600898286
DO - 10.1080/02642060600898286
M3 - Article
AN - SCOPUS:33750119497
SN - 0264-2069
VL - 26
SP - 765
EP - 786
JO - Service Industries Journal
JF - Service Industries Journal
IS - 7
ER -