An empirical study of key elements of total quality-based performance measurement systems: A case study approach in the service industry sector

被引：17

作者：

Sinclair, D ^{[1
]}

Zairi, M ^{[1
]}

机构：

[1] Univ Bradford, European Ctr TQM, Ctr Management, Bradford BD9 4JL, W Yorkshire, England

来源：

TOTAL QUALITY MANAGEMENT | 2001年 / 12卷 / 4-5期

关键词：

D O I：

10.1080/09544120120066127

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

This paper discusses the implementation of total quality (TQ)-based performance measurement in the context of service-based organizations. TQ-based performance measurement with all of its intricacies and the issues surrounding its application are examined through examples involving the following service-oriented organizations: Mercury Communication Ltd; National Westminster Life Assurance; American Express Travel Related Services; Barclays Card Related Services Division; Girobank plc; and National and Provincial Building Society. The paper concludes by highlighting some factors that affect the implementation of the total quality management-based measurement.

引用

页码：535 / 550

页数：16

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