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.
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页码：535 / 550
页数：16
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