Business performance measurement and change management within a TQM framework

Often organisations which adopt business improvement philosophies, such as TQM, have difficulty in measuring or quantifying the difference that the new approach has made to the overall performance of the organisation (Giunipero and Brewer, 1993).

The research will examine these issues and a particular area of interest will be to attempt to gauge the impact of TQM both in tangible terms of business performance measures and in the less tangible measures such as customer perspective, internal process control, employee motivation and cultural change.

It will also be of value to determine how the apparent conflict between empowerment and business improvement...