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The book explores Business Excellence and Total Quality Management (TQM) models that assess satisfaction levels among customers, employees, and shareholders. It critiques existing models for their inability to comprehensively address all aspects of TQM, suggesting a need for a more holistic approach. The author aims to fill this gap by proposing a new framework that integrates various dimensions of TQM, ultimately enhancing organizational performance and stakeholder satisfaction.
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Measuring Business Excellence, Gopal K Kanji
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- Année de publication
- 2001
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