...Kari Lepistö; Minna Saunila; Juhani Ukko Purpose This study investigates the effect of total quality management (TQM) on small and medium enterprises (SMEs) ' profitability by examining whether the new TQM dimensions of risk management, digitalization, stakeholder management and system deployment...

...Brian Plowman Uses a case study in the utilities sector to demonstrate how activity‐based cost management (ABCM) techniques provide a clear understanding of the leverage on the business of improving processes, and of the impact that various customer segments have on the profitability...

... world, the only meaningful strategies are those which place the highest priorities on building partnerships with existing customers. New customers are difficult to win and often take years to become profitable. Satisfied, existing customers, have years of revenue producing potential and are more likely...

... their approaches to and rewards from, BS 5750, the Baldrige Award, the European Quality Award and the UK Best Factory Awards to determine whether the payback justifies the effort. While winning awards is a measure of success, it is recognized as no substitute for achieving both profit and delighted customers...

... Implementation Lean production Manufacturing Performance measurement Productivity Profitability Quality culture Total quality maintenance James Creelman’s commentary in the December 1993 issue of The TQM Magazine drew attention to the total quality management (TQM) philosophy being under...

.... In brief, the black hole changes shape but becomes larger overall (see Figure 3). © MCB UP Limited 1994 Chief executives Cost reduction Customer satisfaction Long‐range planning Profitability Strategy The more appropriate response is for the CEO to concentrate on these measures...

...Max McRobb Explains how customers and suppliers should work together for greater profitability. Discusses how it is only with the advent of new quality philosophies that the relationship between a customer and its suppliers has reached a level of strategic importance. Asserts that the relationship...