Carpinetti, Luiz C.R.; Gerólamo, Mateus C.; Dorta, Marcelo - In: The TQM Magazine 12 (2000) 5, pp. 340-349
This paper presents a conceptual framework for managing the process of systematically deriving improvement actions from customer expectations and strategic decisions through business processes, and prioritising improvement actions that will most contribute to strategic objectives. It proposes...