Measuring Performance for Business Results

By M. Zairi

Book Overview

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.

• Format: Hardcover
• Language: English
• ISBN: 0321060822
• ISBN13: 9780412574009
• Release Date: April 1994
• Publisher: Springer
• Length: 336 Pages
• Weight: 1.49 lbs.
• Dimensions: 1.0" x 6.5" x 9.6"