Purpose – The purpose of this paper is to examine the critical success factors of total quality management (TQM) implementation in the United Arab Emirates (UAE) banking sector. Design/methodology/approach – Empirical case studies were collected from 250 banks in UAE that have embarked on...

Croatian companies need a new approach that will provide them with sufficient competitive strength, based on business excellence. Focusing only on financial indicators and measures is insufficient. Therefore new concepts should be introduced, especially by large companies that are traditionally...