Measuring Performance for Business Results

Part 1: the meaning of performance measurement systems in a quality context measuring total quality performance in all functions the strategic management of quality: negative vs positive quality measurement for total customer satisfaction: the role of quality function deployment (QFD) measuring for competitiveness - the role of benchmarking measurement for quality culture - the role of self-assessment tools performance improvement through performance appraisal quality policy deployment - the key driver for performance measurement implementing effective performance measurement systems linking performance measurement to bottom line results - where is the evidence? Part 2 Case studies in performance measurement: Florida Power and Light Philips Taiwan Motorola IBM Rochester Rank Xerox Corporation Federal Express Cadillac Motor Company Milliken & Co Wallace Co Global Metallurgical Inc Marlow Industries Inc Solectron Zytech Co Granite Rock Co Ritz-Carlton Hotel Co Texas Instruments - Rank Xerox Ltd.