Calculating the benefits

Abstract

Asks whether cost benefits from TQM can be substantiated, and what period of time is needed for them to impact on business performance. Presents the results of a recent survey which aimed to discover how the cost benefits of TQM programmes were measured by companies. Reveals that experienced companies measure success through improved Customer service (reductions in errors in process and service).

Citation

Pike, J. and Hewins, M. (1992), "Calculating the benefits", The TQM Magazine, Vol. 4 No. 5. https://doi.org/10.1108/09544789210034563