Measuring Business Excellence

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Routledge, Oct 12, 2012 - Business & Economics - 256 pages
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Business Excellence and Total Quality Management (TQM) models provide a means of measuring the satisfaction of customers, employees and shareholders simultaneously. A number of such models currently exist, but, the author argues, none of these address all dimensions of TQM.
This book introduces the principles of TQM, and establishes their use in measuring Business Excellence in an organisational environment. It comparatively evaluates various TQM and Business Excellence models, and discusses the complexities of measuring success.
Presenting important, innovative work by one of the most eminent scholars in the field, this book is essential reading for both academics and professionals working in quality management.
 

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Contents

List of figures
Proposed
Application Prize 1 11 Baldrige criteria for performanceexcellence
ofKBEM andBSC
Forces of excellence in Kanjiis Business Excellence Model
Understanding and pitfalls of business excellence
Leadership is prime Introduction
Measuring business excellence Introduction
14
Kanjiis Business Scorecard Introduction
Kanjiis Business Excellence Model for a European organization
company ȘA 5 16 Indices of CSFsand BEIforallorganizations 5 17 Indices ofCSFsand BEIformanufacturing organizations 5 18 Indices of CSFsforBE...
Forces of Kanjis Business Excellence
Appendix
References
Index

1 Business ExcellenceIndex 5 2 The path ofquality decisionmaking 5 3 Business Scorecard

Common terms and phrases

About the author (2012)

Gopal K Kanji, Emeritus Professor of Applied Statistics at Sheffield Hallam University, is also a founder editor of the two international journals namely, Journal of Applied Statistics and Total Quality Management. With a career spanning 37+ years in the field of statistics and quality teaching, publishing journals and books, writing technical papers and presenting research findings around the world, he is a true teacher, trainer, researcher and innovator and consultant.More than 90 research papers and 15 books in Statistics and Total Quality Management have been published by him. He has been a very active member of the American Society for Quality (ASQ) and a promoter of ASQ in the UK. Recently, he was appointed as Vice Chair of the International Chapter of ASQ for Europe and the Middle East. He has presented papers at the Annual ASQ Congress. He is a fellow of the Institute of Statisticians, the Royal Statistical Society and member of the International Statistical Institute (ISI). He is Academian of the International Academy for Quality (IAQ). He has been teaching and consulting in different parts of the world, and as chairman, has helped to develop a European Master programme in Total Quality Management under the umbrella of EFQM. He has also supervised many PhD students in TQM and Applied Statistics.Since 1995, he has organised World Congresses for Total Quality Management at Sheffield Hallam University, UK and other European countries. He has acted as a technical expert for the development of the European Customer Satisfaction Index. Recently he introduced a Business Excellence Model to measure stakeholders satisfaction within the organisations.