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Measuring Business Excellence

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Volume 5 Issue 1

Published: 2001 | Start Page: 4

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Articles

Articles
Article No:	Article Information:
843697	Rewarding service success Steve Macaulay, Sarah Cook (pp. 4-8) Keywords: Business excellence, Customers, Performance measurement, Recognition, Rewards ArticleType: General review View HTML \| View PDF (1365 KB) \| Reprints & Permissions
843698	A real time performance measurement technique for dispersed manufacturing Henry C.W. Lau, Peter K.H. Lau, Felix T.S. Chan, Ralph W.L. Ip (pp. 9-16) Keywords: Manufacturing, Outsourcing, Partnering, Performance measurement ArticleType: Technical paper View HTML \| View PDF (1605 KB) \| Reprints & Permissions
843699	Evaluating organisational effectiveness Bernard Redshaw (pp. 16-18) Keywords: Organizational performance, Performance measurement, Training, Value ArticleType: Technical paper View HTML \| View PDF (644 KB) \| Reprints & Permissions
843700	Benchmarking excellence Kai Kristensen, Hans Jørn Juhl, Jacob Eskildsen (pp. 19-24) Keywords: Benchmarking, Business excellence, European Foundation for Quality Management, Performance, TQM ArticleType: Research paper View HTML \| View PDF (1125 KB) \| Reprints & Permissions
843701	Integrity capacity as a strategic asset in achieving organizational excellence Joseph A. Petrick, John F. Quinn (pp. 24-31) Keywords: Business excellence, Ethics, Intangible assets, Leadership ArticleType: Technical paper View HTML \| View PDF (919 KB) \| Reprints & Permissions
843702	Six sigma seen as a methodology for total quality management Bengt Klefsjö, Håkan Wiklund, Rick L. Edgeman (pp. 31-35) Keywords: Business excellence, Methodology, Six sigma, TQM ArticleType: Technical paper View HTML \| View PDF (555 KB) \| Reprints & Permissions
843703	Developing the organization for growth Douglas A. Hensler, David P. Torres (pp. 36-41) Keywords: Business excellence, Growth, Organizational development, Performance, USA ArticleType: Case study View HTML \| View PDF (1214 KB) \| Reprints & Permissions

Book Review

Handbook of Customer Satisfaction and Loyalty Measurement, 2nd Edition
Item No:	Item Information
1499441	Handbook of Customer Satisfaction and Loyalty Measurement, 2nd Edition Journal: Measuring Business Excellence Vol : 5 Issue: 1 Author(s): K. Narasimhan View HTML

Editor's page

Leadership in the rainforest: new measures of business excellence?
Item No:	Item Information
1490777	Leadership in the rainforest: new measures of business excellence? Journal: Measuring Business Excellence Vol : 5 Issue: 1 Author(s): Rick L. Edgeman View HTML

Viewpoint

Pandora's Box
Item No:	Item Information
1490778	Pandora's Box Journal: Measuring Business Excellence Vol : 5 Issue: 1 Author(s): John Peters View HTML

See the organisation how the customer sees it
Item No:	Item Information
1490779	See the organisation how the customer sees it Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Quality Focus

What's this "systems" stuff anyhow?
Item No:	Item Information
1490780	What's this "systems" stuff anyhow? Journal: Measuring Business Excellence Vol : 5 Issue: 1 Author(s): H. James Harrington, Joseph J. Carr and Robert P. Reid View HTML

Preparing an enterprise for ISO 9000 certification
Item No:	Item Information
1490781	Preparing an enterprise for ISO 9000 certification Journal: Measuring Business Excellence Vol : 5 Issue: 1 Author(s): Denise Dumke de Medeiros View HTML

Demystifying the supplier-customer interface
Item No:	Item Information
1490782	Demystifying the supplier-customer interface Journal: Measuring Business Excellence Vol : 5 Issue: 1 Author(s): William Wrennall View HTML

More effective leadership can bring higher service quality
Item No:	Item Information
1490783	More effective leadership can bring higher service quality Journal: Measuring Business Excellence Vol : 5 Issue: 1 Author(s): Erwin Rausch View HTML

News Focus

"Toothless" staff can't handle complaints – survey
Item No:	Item Information
1490784	"Toothless" staff can't handle complaints – survey Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Events

Events
Item No:	Item Information
1490785	Events Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Focus on books

The Management of Service Operations
Item No:	Item Information
1490786	The Management of Service Operations Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Discovering the Soul of Service
Item No:	Item Information
1490787	Discovering the Soul of Service Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Process Mastering: How to Establish and Document the Best Known Way to do a Job
Item No:	Item Information
1490788	Process Mastering: How to Establish and Document the Best Known Way to do a Job Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Beyond ISO 9000: How to Sustain Quality in a Dynamic World
Item No:	Item Information
1490789	Beyond ISO 9000: How to Sustain Quality in a Dynamic World Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Key Readings

A maintenance model for quality management
Item No:	Item Information
1490790	A maintenance model for quality management Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Are small manufacturers failing the quality test?
Item No:	Item Information
1490791	Are small manufacturers failing the quality test? Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

ISO 9000 certification benefits, reality or myth?
Item No:	Item Information
1490792	ISO 9000 certification benefits, reality or myth? Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Maintaining quality through evolving strategy: the TVS partnership
Item No:	Item Information
1490793	Maintaining quality through evolving strategy: the TVS partnership Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Quality assurance and effectiveness of audit systems
Item No:	Item Information
1490794	Quality assurance and effectiveness of audit systems Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

The impact of powerful and weak customers on quality assurance systems and quality improvement programmes
Item No:	Item Information
1490795	The impact of powerful and weak customers on quality assurance systems and quality improvement programmes Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Practical experience with quality improvements in small companies
Item No:	Item Information
1490796	Practical experience with quality improvements in small companies Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Infrastructure under construction: continuous improvement and learning in projects
Item No:	Item Information
1490797	Infrastructure under construction: continuous improvement and learning in projects Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Alchemy: the transformation to service excellence
Item No:	Item Information
1490798	Alchemy: the transformation to service excellence Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Developing a quality index for US airports
Item No:	Item Information
1490799	Developing a quality index for US airports Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Improving service quality: a tale of two operations
Item No:	Item Information
1490800	Improving service quality: a tale of two operations Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Institutionalizing customer-driven learning through fully integrated customer feedback systems
Item No:	Item Information
1490801	Institutionalizing customer-driven learning through fully integrated customer feedback systems Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Moments of sorrow and joy: an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations
Item No:	Item Information
1490802	Moments of sorrow and joy: an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Service orientation in transitional markets: does it matter?
Item No:	Item Information
1490803	Service orientation in transitional markets: does it matter? Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Service quality and satisfaction – the moderating role of value
Item No:	Item Information
1490804	Service quality and satisfaction – the moderating role of value Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML

Focus on the net

Focus on the net
Item No:	Item Information
1490805	Focus on the net Journal: Measuring Business Excellence Vol : 5 Issue: 1 View HTML