An empirical study of key elements of total quality-based performance measurement systems: A case study approach in the service industry sector

This paper discusses the implementation of total quality (TQ)-based performance measurement in the context of service-based organizations. TQ-based performance measurement with all of its intricacies and the issues surrounding its application are examined through examples involving the following service-oriented organizations: Mercury Communication Ltd; National Westminster Life Assurance; American Express Travel Related Services; Barclays Card Related Services Division; Girobank plc; and National and Provincial Building Society. The paper concludes by highlighting some factors that affect the implementation of the total quality management-based measurement.