Business Excellence and Total Quality Management (TQM) models provide a means of measuring the satisfaction of customers, employees and shareholders simultaneously. A number of such models currently exist, but, the author argues, none of these address all dimensions of TQM. This book introduces the principles of TQM, and establishes their use in measuring Business Excellence in an organisational environment. It comparatively evaluates various TQM and Business Excellence models, and discusses the complexities of measuring success. Presenting important, innovative work by one of the most eminent scholars in the field, this book is essential reading for both academics and professionals working in quality management.

Gopal K. Kanji

Chapter 1: Review of Business Excellence Chapter 2: Forces of Excellence in Kanji's Business Excellence Model Chapter 3: Understanding and Pitfalls of Business Excellence Chapter 4: Leadership is Prime Chapter 5: Measuring Business Excellence Chapter 6: Kanji Business Scorecard Chapter 7: Excellence in Business Excellence Models: a Comparison of EFQM and KBEM Methodologies Chapter 8: Kanji's Business Excellence Model for a European Organization