Development of an integrated total quality management and performance measurement system for self-assessment: a method

摘要

Competitive environments and priorities change over time, effective enterprise management always depends on the effective measurement of performance and results. The first condition to establish and implement, and ultimately to achieve excellence, is a sound system for performance measurement (PM). Many organizations also adopt the total quality management (TQM) philosophies and continuous improvements in the pursuit of excellence. There is a need to foster TQM/PM integration with feasible means of self-assessment. This paper presents the key findings from an empirical study of TQM/PM integration (TPI) in Hong Kong. It discusses the essential ingredients and self-assessment criteria for building a TPI model. A results-oriented scoring method to facilitate TPI in public sector and government organizations is also described.