Business Excellence and Total Quality Management (TQM) models provide a means of measuring the satisfaction of customers, employees and shareholders simultaneously. A number of such models currently exist, but, the author argues, none of these address all dimensions of TQM.This book introduces the principles of TQM, and establishes their use in measuring Business Excellence in an organisational environment. It comparatively evaluates various TQM and Business Excellence models, and discusses the complexities of measuring success.Presenting important, innovative work by one of the most eminent scholars in the field, this book is essential reading for both academics and professionals working in quality management.
Author(s): Gopal A. Kanji
Series: Routledge Studies in Business Organization and Networks 21
Edition: 1
Publisher: Routledge
Year: 2002
Language: English
Pages: 256
Book Cover......Page 1
Title......Page 6
Copyright......Page 7
Contents......Page 8
1 Review of business excellence......Page 18
2 Forces of excellence in Kanji’s Business......Page 57
3 Understanding and pitfalls of business excellence......Page 72
4 Leadership is prime......Page 109
5 Measuring business excellence......Page 137
6 Kanji’s Business Scorecard......Page 170
7 Excellence in business excellence models......Page 196
8 Kanji’s Business Excellence Model for a European Organization......Page 207
Appendix......Page 226
References......Page 245
Index......Page 254
