Effective process management through performance measurement: Part II – benchmarking total quality-based performance measurement for best practice
The case study analysis presented in the first article allowed the generation of a preliminary model of total quality-based performance measurement systems. This second of three articles uses the data obtained from 15 case studies to develop and refine the model by the use of cross-case analysis and comparison of the findings with literature, following the approach suggested by Kathleen Eisenhardt.
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