... performance indicators (KPIs), and also to understand the issues emerging from the implementation process. Design/methodology/approach Exploratory empirical evidence is provided through four in‐depth case studies of organisations mainly in Singapore. They include a hospital, a public service organisation...

... cost and improve productivity. This is true, as many economies are transferring themselves into knowledge‐based economies, where information and innovation are the competitive instruments. Singapore as a small country with limited natural resources realized the importance of the new economy...

... assesses the TQM implementation level of Singapore’s productivity leaders, which comprised the pioneer batch of 240 organisations in the Singapore Quality Award programme. The data were obtained from an instrument based on the TQM model underlying the Award. The organisations are found to have a medium...