OBJECTIVES first
Peter Hillman
(is managing director of TQM International, a UK‐based change management consultancy)
87
Abstract
The European business excellence model offers organizations an effective framework for gauging if and how well they are delivering customer satisfaction. But it helps to begin with the end result, says Peter Hillman.
Citation
Hillman, P. (1997), "OBJECTIVES first", Measuring Business Excellence, Vol. 1 No. 2, pp. 8-10. https://doi.org/10.1108/eb025475
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited