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Development of performance measurement systems in quality management organisations

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  • Hsin Hsin Chang

Abstract

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.

Suggested Citation

  • Hsin Hsin Chang, 2006. "Development of performance measurement systems in quality management organisations," The Service Industries Journal, Taylor & Francis Journals, vol. 26(7), pages 765-786, October.
    • Handle: RePEc:taf:servic:v:26:y:2006:i:7:p:765-786
    DOI: 10.1080/02642060600898286
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    Cited by:

    1. Mercy Ogbari & Taiye T. Borishade, 2015. "Strategic Imperatives of Total Quality Management and Customer Satisfaction in Organizational Sustainability," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(4), pages 1-22, April.
    2. Carmen NECULA, 2009. "Arguments for use of ABC in TQM environment," Proceedings of FIKUSZ '09, in: László Áron Kóczy (ed.),Proceedings of FIKUSZ '09, pages 161-172, Óbuda University, Keleti Faculty of Business and Management.
    3. Shun-Hsing Chen, 2006. "Establishment of a performance-evaluation model for service quality in the banking industry," The Service Industries Journal, Taylor & Francis Journals, vol. 29(2), pages 235-247, October.
    4. Rana Basu & Prabha Bhola, 2015. "Exploring Quality Management Practices and Its Pattern Analysis in Indian Service SMEs," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 23(02), pages 199-235, June.
    5. Enrico Deidda Gagliardo & Michele Bigoni & Luca Papi & Giorgia Gobbo, 2019. "La programmazione dei Ministeri nella nuova stagione della performance. Dalla burocrazia della performance alla performance utile," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2019(1), pages 169-189.

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