Measuring Business Excellence: Volume 5 Issue 1

Rewarding service success

Explores the role of reward and recognition schemes in motivating groups and individuals to keep their energies focused on the customer. Examines the practical steps necessary to…

A real time performance measurement technique for dispersed manufacturing

Whether or not a company is able to compete in the local and global arena depends significantly on how effectively the company can build up the partnership synergy with their…

Erratum

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/00197850010379794. When citing the…

Benchmarking excellence

A measurement system for business excellence is introduced. In what follows the development of this index is described and the first results obtained in Denmark in 1998, 1999 and…

Integrity capacity as a strategic asset in achieving organizational excellence

The authors propose that international organizational leaders can and should be held accountable for enhancing the intangible strategic asset of integrity capacity in order to…

Six sigma seen as a methodology for total quality management

Six sigma programs are raging through corporations worldwide, with some corporations citing savings in the $US billions resulting from six sigma implementation. Six sigma has both…

Developing the organization for growth

The CEO of a fulfillment company in Portland, Oregon, USA, has long been known for innovation and growth. He has reached the stage where he wishes to grow the firm significantly…

Handbook of Customer Satisfaction and Loyalty Measurement, 2nd Edition

More effective leadership can bring higher service quality

Pandora's Box

Focus on the net

A maintenance model for quality management

ISO 9000 certification benefits, reality or myth?

The Management of Service Operations

Quality assurance and effectiveness of audit systems

Process Mastering: How to Establish and Document the Best Known Way to do a Job

Practical experience with quality improvements in small companies

Improving service quality: a tale of two operations

Alchemy: the transformation to service excellence

Moments of sorrow and joy: an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations

Events

Service quality and satisfaction – the moderating role of value

What's this "systems" stuff anyhow?

Demystifying the supplier-customer interface

Leadership in the rainforest: new measures of business excellence?

"Toothless" staff can't handle complaints – survey

See the organisation how the customer sees it

Are small manufacturers failing the quality test?

Maintaining quality through evolving strategy: the TVS partnership

Discovering the Soul of Service

The impact of powerful and weak customers on quality assurance systems and quality improvement programmes

Developing a quality index for US airports

Beyond ISO 9000: How to Sustain Quality in a Dynamic World

Infrastructure under construction: continuous improvement and learning in projects

Institutionalizing customer-driven learning through fully integrated customer feedback systems

Service orientation in transitional markets: does it matter?

Preparing an enterprise for ISO 9000 certification