Measuring Performance for Business Results (Hardcover) (ISBN-13: 9780412574009)

Part 1. Introduction. The meaning of performance measurement systems in a quality context. Measuring total quality performance in all functions. The strategic management of quality: negative vs positive quality. Measurement for total customer satisfaction: the role of quality function deployment (QFD). Measuring for competitiveness: the role of benchmarking. Measurement for quality culture: the role of self-assessment tools. Performance improvement through performance appraisal. Quality policy deployment: the key driver for performance measurement. Implementing effective performance measurement systems. Linking performance measurement to bottom line results: where is the evidence? Part 2. Case studies in performance measurement. Florida Power and Light. Philips Taiwan. Motorola. IBM Rochester. Rank Xerox Corporation. Federal Express. Cadillac Motor Company. Milliken & Co. Wallace Co. Global Metallurgical Inc. Marlow Industries Inc. Solectron. Zytech Co. Granite Rock Co. Ritz-Carlton Hotel Co. Texas Instruments: Rank Xerox Ltd. Part 3. Bibliography.

Author: Mohamed Zairi,Zairi,M. Zairi
ISBN-10: 0412574004
ISBN-13: 9780412574009
Publisher: Springer
Language: English
Published: 04/30/1994
Pages: 336
Format: Hardcover
Weight: 1.49lbs
Size: 9.60h x 6.50w x 1.00d