Table of contents
WHY MEASUREMENT INITIATIVES FAIL
Andy Neely, Mike BourneNoting the claim that 70 per cent of balanced scorecard implementations fail, sets out to explore the two main reasons for the failure of measurement systems – namely poor design…
Ten key ingredients for making SPC successful in organisations
Jiju AntonyStatistical process control (SPC) is a powerful technique for improving process quality by systematically eliminating special or assignable causes of variation. SPC is not a…
ISO 9000 – 2000 version:: implications for applicants and examiners
George P. LaszloThe 2000 version of ISO 9000 is very exciting for quality practitioners because it embraces the principles of quality management that have received wide acceptance because of the…
BEST business excellence:: an expanded view
Rick L. EdgemanPresents the “BEST” model for sustainability built on the pillars of biophysical/environmental, economic, societal and technological principles. Attempts to relate this model to…
System equivalence: the application of joint optimization
Marvin Washington, Marla HackerThe concepts of joint optimization and socio‐technical systems have been in the literature for over 40 years. However, efforts to operationalize these concepts for managerial…
Knowledge as a transformation agent
Davis KlailaWhy is it so difficult to make change happen? Many companies fail because they do not have the right internal structure and mindset to succeed. The author illustrates how to…
Service Quality in the Knowledge Age: Huge Opportunities for the TWENTY‐FIRST Century
Michael Harris, H. James HarringtonBy almost every measure manufacturing quality has improved tremendously in the past decade; unfortunately, the same is not true for service. Yet, manufacturing processes represent…
ISSN:
1368-3047Online date, start – end:
1997Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Mr Jos Van Iwaarden
- Professor Giovanni Schiuma