Effective process management through performance measurement: Part II – benchmarking total quality‐based performance measurement for best practice

Abstract

The case study analysis presented in the first article allowed the generation of a preliminary model of total quality‐based performance measurement systems. This second of three articles uses the data obtained from 15 case studies to develop and refine the model by the use of cross‐case analysis and comparison of the findings with literature, following the approach suggested by Kathleen Eisenhardt.

Citation

Sinclair, D. and Zairi, M. (1995), "Effective process management through performance measurement: Part II – benchmarking total quality‐based performance measurement for best practice", Business Process Re-engineering & Management Journal, Vol. 1 No. 2, pp. 58-72. https://doi.org/10.1108/14637159510798284