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Measuring Business Excellence

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Articles

Articles

Article No:	Article Information:
843731	Strategic ambitions as drivers of improvement at DaimlerChrysler Bart A.G. Bossink, Jan-Nico Blauw (pp. 5-11) Keywords: Automotive industry, Continuous improvement, Quality management ArticleType: Research paper View HTML | View PDF (157 KB) | Reprints & Permissions
1455746	Physical communication: An organizational asset Jackie L. Hartman (pp. 12-19) Keywords: Communications, Competitive advantage, Corporate culture, Intangible assets, Organizational behaviour ArticleType: Research Paper View HTML | View PDF (830 KB) | Reprints & Permissions
843732	Key ingredients for the effective implementation of Six Sigma program Jiju Antony, Ricardo Banuelas (pp. 20-27) Keywords: Business strategy, Corporate culture, Organizational change ArticleType: Research Paper View HTML | View PDF (197 KB) | Reprints & Permissions
843733	European quality challenges for the new millennium B.G. Dale (pp. 28-32) Keywords: Awards, Research, Self-assessment, Total quality management ArticleType: Conceptual Paper View HTML | View PDF (56 KB) | Reprints & Permissions
843734	Analytic hierarchy process (AHP): A defective tool when used improperly Eddie W.L. Cheng, Heng Li, Danny C.K. Ho (pp. 33-37) Keywords: Analytical hierarchy process, Analytical methods, Decision making, Management information ArticleType: Research Paper View HTML | View PDF (175 KB) | Reprints & Permissions
843735	Managing in the @ age: Banking service quality and strategic positioning Mosad Zineldin (pp. 38-43) Keywords: Banking industry, Electronic commerce, Internet, Service quality, Strategic planning, Sweden ArticleType: Case study View HTML | View PDF (95 KB) | Reprints & Permissions
843736	The impact of TQM on financial performance Jonas Hansson, Henrik Eriksson (pp. 44-54) Keywords: Awards, Financial performance, Quality, Sweden, Total quality management ArticleType: Case study View HTML | View PDF (891 KB) | Reprints & Permissions

Book Review

Strategy and Performance (3 volume set)

Item No:	Item Information
1499444	Strategy and Performance (3 volume set) Journal: Measuring Business Excellence Vol : 6 Issue: 4 Author(s): K. Narasimhan View HTML

Editor's page

Teaching and teams: confessions of a business excellence addict

Item No:	Item Information
1490933	Teaching and teams: confessions of a business excellence addict Journal: Measuring Business Excellence Vol : 6 Issue: 4 Author(s): Rick L. Edgeman View HTML

Quality Focus

Why customer satisfaction research doesn't get results

Item No:	Item Information
1490934	Why customer satisfaction research doesn't get results Journal: Measuring Business Excellence Vol : 6 Issue: 4 Author(s): Brenda Stewart View HTML

Complaining can be good for your customers – and good for you

Item No:	Item Information
1490935	Complaining can be good for your customers – and good for you Journal: Measuring Business Excellence Vol : 6 Issue: 4 Author(s): Brenda Stewart View HTML

Implementation of a customer satisfaction program: a case study

Item No:	Item Information
1490936	Implementation of a customer satisfaction program: a case study Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

How satisfied are your customers? Some painful questions about your CRM

Item No:	Item Information
1490937	How satisfied are your customers? Some painful questions about your CRM Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

Prudential's customer service strategy delivers personalized service for customers

Item No:	Item Information
1490938	Prudential's customer service strategy delivers personalized service for customers Journal: Measuring Business Excellence Vol : 6 Issue: 4 Author(s): Lyn Etherington View HTML

Customer satisfaction: it is dead but it will not lie down

Item No:	Item Information
1490939	Customer satisfaction: it is dead but it will not lie down Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

News focus

Quality movement responsible for playing a part in the corporate clean-up

Item No:	Item Information
1490940	Quality movement responsible for playing a part in the corporate clean-up Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

Events

Events

Item No:	Item Information
1490941	Events Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

Key readings

Measuring and managing the satisfaction-loyalty-performance links at Volvo

Item No:	Item Information
1490942	Measuring and managing the satisfaction-loyalty-performance links at Volvo Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

Customer value measurement for competitive advantage

Item No:	Item Information
1490943	Customer value measurement for competitive advantage Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

ISO 9001:2000 and customer satisfaction

Item No:	Item Information
1490944	ISO 9001:2000 and customer satisfaction Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty

Item No:	Item Information
1490945	Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

CRM: making sure your customers come back to you. Special report

Item No:	Item Information
1490946	CRM: making sure your customers come back to you. Special report Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

Show them you care (customer relationship management)

Item No:	Item Information
1490947	Show them you care (customer relationship management) Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

Peter F. Drucker: delivering value to customers

Item No:	Item Information
1490948	Peter F. Drucker: delivering value to customers Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

A shining example (customer service performance improvement)

Item No:	Item Information
1490949	A shining example (customer service performance improvement) Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

Don't measure customer satisfaction

Item No:	Item Information
1490950	Don't measure customer satisfaction Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

Customer perceived value: a substitute for satisfaction in business markets?

Item No:	Item Information
1490951	Customer perceived value: a substitute for satisfaction in business markets? Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

Focus on books

Customer Satisfaction Measurement Simplified: A Step-by-step Guide for ISO 9001:2000 Certification

Item No:	Item Information
1490952	Customer Satisfaction Measurement Simplified: A Step-by-step Guide for ISO 9001:2000 Certification Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

Seven Power Strategies for Building Customer Loyalty

Item No:	Item Information
1490953	Seven Power Strategies for Building Customer Loyalty Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML

Focus on the Net

Focus on the Net

Item No:	Item Information
1490954	Focus on the Net Journal: Measuring Business Excellence Vol : 6 Issue: 4 View HTML