Using a survey, this paper provides information about the current state of performance management (appraisal) from a sample of UK-based EFQM-affiliated organizations. It particularly focuses on several critical issues of performance management in the context of TQM including: the effectiveness...

Using a multiple case study, this paper is concerned with assessing the impact of senior management's approach and attitudes on service quality and its implications for middle and firstline managers. Date from 52 semi-structured interviews representing a variety of managerial levels suggests...

Purpose – This paper aims to address the question whether or not quality‐driven organisations have, in practice, tended to adjust their performance appraisal systems to integrate total quality management (TQM) requirements. Design/methodology/approach – To do so, the findings of an initial...

Using a multiple case study, this paper is concerned with assessing the impact of senior management's approach and attitudes on service quality and its implications for middle and firstline managers. Date from 52 semi-structured interviews representing a variety of managerial levels suggests...