Benchmarking for Best Practice: Continuous Learning Through Sustainable Innovation

Evolution of TQM benefits of implementing TQM and evidence to support its use to enhance business performance TQM as a generic and transferable concept - how it is perceived by industry application of quality systems, such as EN ISO 9000 - policing of standards innovation management - examples of best practice customer satisfaction - cases of best practice - winners of European Quality Awards (EQA) and other prestigious awards management of supplier partnerships TQM related to health care TQM in financial services sector performance measurement - comprehensive integrated model process of benchmarking - current methodologies applied in industry sustainability - TQM as it is perceived from the external/shareholder perspective.