Measuring Business Excellence

Business Excellence and Total Quality Management (TQM) models provide a means of measuring the satisfaction ofg customers, employers and shareholders simultaneously. A number of such models currently exist, but, the author argues, none of these address all dimensions of TQM. This book introduces the principles of TQM, and establishes their use in measuring Business Excellence in an organizational environment. It comparatively evaluates various TQM and Business Excellence models, and discusses the complexities of measuring success. Presenting important, innovative work by one of the most eminent scholars in the field, this book will be essential reading for both academics and professionals working in quality management.

List of figures

x

List of tables

xii

Preface

xiv

Acknowledgements

xvi

Review of business excellence

1

(39)

Introduction

1

(1)

What is business excellence?

1

(6)

Why measure business excellence?

7

(1)

Fundamental prerequisites for measuring business excellence

8

(1)

Systems approach

9

(7)

Business excellence models

16

(4)

Presentation of business excellence models

20

(20)

Forces of excellence in Kanji's Business Excellence Model

40

(15)

Introduction

40

(2)

Leadership: the `Prime' for BE

42

(1)

Delight the Customer

43

(1)

External Customer Satisfaction (ECS)

43

(1)

Internal Customer Satisfaction (ICS)

44

(1)

Management by Fact (MBF)

45

(1)

All Work is Process (AWP)

46

(1)

Measurement (M)

46

(1)

People-Based Management

47

(1)

Teamwork

48

(1)

People Make Quality

48

(1)

Continuous Improvement

49

(1)

Continuous Improvement Cycle

50

(1)

Prevention

50

(4)

Conclusions

54

(1)

Understanding and pitfalls of business excellence

55

(37)

Introduction

55

(3)

The Malcolm Baldrige National Quality Award Model

58

(3)

The EFQM Excellence Model

61

(8)

Total quality management and business excellence models

69

(12)

Critical success factors for business excellence

81

(11)

Leadership is prime

92

(28)

Introduction

92

(1)

The concept of leadership

92

(1)

Leadership vs management

93

(1)

Traditional leadership approaches

94

(6)

Recent views and emergent issues on leadership

100

(6)

Leadership and organizational excellence

106

(10)

An illustrative example

116

(2)

Conclusions

118

(2)

Measuring business excellence

120

(33)

Introduction

120

(3)

Business Excellence Index

123

(2)

Kanji's Business Scorecard

125

(3)

Business Excellence Model

128

(2)

Latent variable structural model

130

(6)

PLS.SAS computer programs

136

(4)

An example

140

(1)

Condensed model of business excellence

141

(8)

Sequence for obtaining Kanji's Business Excellence Model

149

(2)

Conclusions

151

(2)

Kanji's Business Scorecard

153

(26)

Introduction

153

(1)

Review of literature on the Balanced Scorecard

154

(2)

The Balanced Scorecard: contributions, strengths and weaknesses

156

(6)

Some Balanced Scorecard applications

162

(3)

Total Quality Management, Business Excellence and the Balanced Scorecard

165

(7)

Developing Kanji's Business Scorecard

172

(2)

Illustrative example

174

(2)

Conclusions

176

(3)

Excellence in business excellence models: a comparison of EFQM and KBEM methodologies

179

(11)

Introduction

179

(1)

The EFQM Excellence Model

179

(1)

Kanji's Business Excellence Model

180

(1)

Brief comparison between EFQM and KBEM

181

(1)

Excellence in EFQM Excellence Model

182

(4)

Excellence in KBEM

186

(1)

Conclusions

187

(3)

Kanji's Business Excellence Model for a European organization

190

(19)

Introduction

190

(1)

Background of company

191

(1)

Business excellence model

192

(1)

The condensed business excellence model

192

(1)

Data analysis

193

(7)

Forces of Kanji's Business Excellence

200

(5)

Conclusions

205

(4)

Appendix

209

(19)

Appendix A

209

(6)

Appendix B

215

(2)

Appendix C

217

(2)

Appendix D

219

(1)

Appendix E

220

(1)

Appendix F

220

(2)

Appendix G

222

(2)

Appendix H

224

(1)

Appendix I

225

(3)

References

228

(9)

Index

237

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

FREE SHIPPING

Amazon no longer offers textbook rentals. We do!

Measuring Business Excellence

Summary

Table of Contents

Supplemental Materials