In this book Total Quality Management is introduced as a holistic
management concept. An instrument to measure this approach is the
European Model for Business Excellence which is well known in many
European countries for national quality prizes. The book explains
this model in great detail and shows how to implement it in an
organisational development process. A description of the most
relevant management tools in this context, like self-assessment,
policy deployment and benchmarking, will be of particular interest
to the reader. The book combines in a unique way the theoretical
background of the subject with practical experience in consulting.
The reader will understand the necessity of holistic approaches and
will learn how the European Business Excellence Model overcomes
traditional ways of measuring business results.
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