Development of performance measurement systems in quality management organisations

Abstract

This research analyses performance measurement in 15 quality management organisations operating in a range of manufacturing and service areas, to produce a generally applicable descriptive model. Elements of quality management performance measurement described include: strategic goal setting, operational management, individual appraisal, and reward and recognition mechanisms. The key to successful performance measurement is ensuring congruence between all operational elements, encompassing employees at all levels in all departments, requiring total management commitment to teamwork, and information systems integrated with those of the customers and the suppliers.

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