Measuring Business Excellence: Volume 6 Issue 4

Strategic ambitions as drivers of improvement at DaimlerChrysler

Strategic ambitions can function as drivers of improvement in organizations. Continuous improvement is driven by strategic ambitions to: design quality into the structure of the…

Physical communication : An organizational asset

A strategic communication system is the vehicle for creating, managing and disseminating an organization’s excellence in design, process, and human capital. We propose that…

Key ingredients for the effective implementation of Six Sigma program

Six Sigma is a business strategy and a systematic methodology, use of which leads to breakthrough in profitability through quantum gains in product/service quality, customer…

European quality challenges for the new millennium

This paper explores the quality challenges which need to be addressed through further research by the European academic research community in the twenty‐first century. They are…

Analytic hierarchy process (AHP): A defective tool when used improperly

Provides evidence showing that although analytic hierarchy process (AHP) is effective to use for management decision making, it can be defective if used improperly. AHP becomes…

Managing in the @ age: Banking service quality and strategic positioning

Banking has traditionally operated in a relatively stable environment for decades. However, today the industry is facing dramatically aggressive competition in a new deregulated…

The impact of TQM on financial performance

The question of whether an adoption of total quality management (TQM) improves the financial performance has been discussed for several years. Various studies have been conducted…

Strategy and Performance (3 volume set)

A shining example (customer service performance improvement)

Seven Power Strategies for Building Customer Loyalty

Complaining can be good for your customers – and good for you

How satisfied are your customers? Some painful questions about your CRM

Customer satisfaction: it is dead but it will not lie down

Focus on the Net

Measuring and managing the satisfaction-loyalty-performance links at Volvo

ISO 9001:2000 and customer satisfaction

CRM: making sure your customers come back to you. Special report

Events

Peter F. Drucker: delivering value to customers

Customer Satisfaction Measurement Simplified: A Step-by-step Guide for ISO 9001:2000 Certification

Don't measure customer satisfaction

Why customer satisfaction research doesn't get results

Implementation of a customer satisfaction program: a case study

Teaching and teams: confessions of a business excellence addict

Prudential's customer service strategy delivers personalized service for customers

Quality movement responsible for playing a part in the corporate clean-up

Customer value measurement for competitive advantage

Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty

Show them you care (customer relationship management)

Customer perceived value: a substitute for satisfaction in business markets?