A Study of the Effectiveness of Performance Measurement for Total Quality Management Organizations

There is little empirical fieldwork into performance measurement systems for total quality management (TQM). This is particularly true of based TQ-based organizations, and it necessitated the use of exploratory fieldwork to identify the key elements of performance measurement within TQM organizations. Exploratory data gathering received 89 responses from 22 organizations the use of performance measures in the Europe. Analysis of the data led to the development of a model of best practice in TQM performance measurement systems. The result of an empirical investigation, the key to successful performance measurement is ensuring congruence between all elements of the measurement system, and involves all employees in the measurement process. Organizations should be an integral part of an organizational strategy to continuously improve performance in order to maximize the level of customer satisfaction. The relationship between performance measurement and systems with budgetary control system and impact of technology management should be development over time.