Measuring Business Excellence: Volume 5 Issue 4

Implementing a strategy successfully

This is the third in a series of articles on strategic deployment and identifies the necessary steps to take in deploying the process. Describes ten such steps for corporate…

New criteria of performance management: A transition from enterprise to collaborative supply chain

The emergence of a global manufacturing and outsourcing network and the real time transparency of information via the Internet have redefined the business performance management…

Benchmarking UK Government Procurement Performance in Construction Projects

Benchmarking is introduced as a practice of non‐financial assessment that promotes continual performance improvement. Its relevance to and possible consequences for the public…

Energising the Organisation: A New Agenda for Business Excellence

This paper challenges a concurrent perception that total quality is a management fad and being replaced by business excellence, and suggests that quality is and will be a coherent…

Supervision and service quality

This study examined relationships between quality of supervision, supports and barriers to quality service, job satisfaction and quality of services and products provided by a…

Changing the New Product Development Process: Reengineering or Continuous Quality Improvement?

Organizations are changing their new product development processes in order to introduce improvements to innovation performance. The purpose of this study is two‐fold. First, we…

Patterns of Excellence: The New Principle of Corporate Success

Smoke signals: sifting through the ashes of tragedy

Statistical process control: an essential ingredient for improving service and manufacturing quality

Trust for quality

Service alchemy – service transformation

A holistic model for total quality service

Statistical techniques for quality

Call centre management: is service quality a priority?

Trust and relationship building in electronic commerce

Interactive selling: a dynamic framework for services

An examination of the main factors affecting trust/commitment in supplier-dealer relationships: an empirical study of the Swedish wood industry

Events

Research highlights major untapped market for quality assurance and quality control industry

The perceived service quality concept – a mistake?

Things to think about …

Firms should give loyalty before they can expect it from customers

Focus on the net

Note from the publisher

Marketing services: a case of a missing product

An empirical assessment of internal customer service

Focus on books

Key ingredients for the effective implementation of statistical process control

Misplaced marketing: a service economy whose employees say "customer service is not my job!"

The soft foundation of the critical success factors on TQM implementation in Malaysia

Changes in employee perceptions during organizational change

Leadership among the constraints of trust

Conference Report

Spotlight On Arie De Geus