Several different operational definitions of quality are commonly used in industry. The existence of these different definitions can cause confusion unless their relationships to each other are understood. Offers an explanation of the relationships between those definitions which are based on...

While the need to set targets has been widely discussed in the TQM, benchmarking and re‐engineering literature, guidance aimed at helping management report and interpret performance against targets has been fragmented. Very little literature has appeared that brings together our current state...

Purpose – The purpose of this paper is to examine why and how firms adopt less‐than‐perfect surrogate measures and, in extreme cases, dumb down measures to support strategic scorecards. Design/methodology/approach – The paper presents a taxonomy to classify the different types of...

Purpose – The purpose of this study is to examine the relationships between behavioural intentions and its antecedent factors in online services settings. Design/methodology/approach – Data were collected from a national survey of Australians with experience purchasing online. A conceptual...

TQM has its share of critics who are always quick to highlight the umber of companies abandoning TQM programmes. When TQM fails, we call this a case of chronic TQM fatigue. Outlines typical symptoms. Suggests two ways an organization can prevent the onset of chronic fatigue. Concludes that these...

PhD Doctorate