Skip to main content

Benchmarking best-practice performance measurement within companies

Buy Article:

$54.08 plus tax (Refund Policy)


A postal survey was conducted into the use of performance measurement in companies using total quality management. A total of 89 responses were obtained from 22 companies. The results from the analysis of the data show that even in companies using TQM, there is a gap between the factors of performance perceived by employees as being important, and the factors which are emphasized by their organizations. However, some of the key goals of TQM - customer service and satisfaction, and quality improvements - are among the highest rated factors in terms of both importance and emphasis.

Keywords: Benchmarking; Manufacturing Industry; Performance Measurement; Service Industries; Tqm; Utilities

Document Type: Research Article


Publication date: March 1, 1995

Access Key

Free Content
Free content
New Content
New content
Open Access Content
Open access content
Partial Open Access Content
Partial Open access content
Subscribed Content
Subscribed content
Free Trial Content
Free trial content
Cookie Policy
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more