TY - JOUR
T1 - Taking a critical perspective to the European Business Excellence Model using a balanced scorecard approach
T2 - A case study in the service sector
AU - Mcadam, Rodney
AU - O’Neill, Edel
N1 - Copyright:
Copyright 2016 Elsevier B.V., All rights reserved.
PY - 1999/6/1
Y1 - 1999/6/1
N2 - In this paper the business excellence model is examined from a critical perspective by analysing the results from a three year university/organisation partnership. The organisation, a major service based electrical utility, wanted to adopt a total quality culture that was based on broad based learning principles, rather than a narrow mechanised approach. Instead of using short term initiatives the organisation entered into a learning partnership with the university. One of the approaches used was that of the Business Excellence Model. However, rather than apply the model as the ultimate panacea, it was carefully deployed and any advantages and disadvantages were noted and analysed by the TQM team and the researchers. A balanced scorecard approach was used to cover deficiencies in the Business Excellence Model.
AB - In this paper the business excellence model is examined from a critical perspective by analysing the results from a three year university/organisation partnership. The organisation, a major service based electrical utility, wanted to adopt a total quality culture that was based on broad based learning principles, rather than a narrow mechanised approach. Instead of using short term initiatives the organisation entered into a learning partnership with the university. One of the approaches used was that of the Business Excellence Model. However, rather than apply the model as the ultimate panacea, it was carefully deployed and any advantages and disadvantages were noted and analysed by the TQM team and the researchers. A balanced scorecard approach was used to cover deficiencies in the Business Excellence Model.
KW - European Foundation for Quality Management
KW - Models
KW - Service industries
KW - TQM
UR - http://www.scopus.com/inward/record.url?scp=84986134783&partnerID=8YFLogxK
U2 - 10.1108/09604529910267091
DO - 10.1108/09604529910267091
M3 - Article
AN - SCOPUS:84986134783
VL - 9
SP - 191
EP - 197
IS - 3
ER -