The influence of continuous improvement and performance factors in total quality organization

This study examines performance measurement techniques as the basis for the development of reward and recognition mechanisms in Total Quality Management. Two phases of fieldwork were undertaken, an in-depth case study of the effectiveness of performance measurement in promoting continuous improvement, followed by the development of a model of optimal total quality based performance measurement. Successful performance measurement systems tend to develop empirically, ensuring congruence between all elements of the measurement system, and involving all enterprise operations in the measurement process. They should form an integral part of an organizational information management strategy, progressively integrating customers and supplier systems and impacting all aspects of organizational culture.