Excellence Toolkit: Delivering Sustainable Performance - Hamdan eBook Store

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Excellence Toolkit: Delivering Sustainable Performance

By (author),  Mohamed Zairi
5 stars out of 5(1 rating)
Format : eBook
Published Date :2005-01-01
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Book Description

Similar to the arguments presented in the sister textbook, Excellence Toolkit: Building Enabling Capability, the management of sustainable performance results is quite a challenging task and must be based on a comprehensive, holistic approach to performance improvement and management. The book demonstrates that when the criteria of models of excellence are used in the right way, can support any organizational drive for excellence. The composite of key indicators of organizational performance related to finance, operations and customer satisfaction, when integrated together, can be the best predictor of how far an organization is from achieving its dream of becoming excellent. The book provides story which demonstrates that excellence is achievable and clearly shows the longitudinal perspective of identifying, deploying and optimizing the reliance on core competencies and capabilities and the net results these create in terms of performance impact. This book presents a comprehensive perspective on how results orientation can be developed by presenting performance measurement in different contexts, by demonstrating how various tools and methods can be applied and by referring to best practice examples to illustrate and demonstrate how sustainable performance for excellence is possible.


Book Edition: First Edition.



Table of Contents:



SECTION I: Excellence through quality improvement


  • Chapter 1: Quality improvement
  • Chapter 2: TQM implementation survey tool

SECTION II: Excellence through process improvement

  • Chapter 3: Business process improvement

SECTION III: Excellence through activity-based costing

  • Chapter 4: Activity-based costing: what does it mean?
  • Chapter 5: An application of ABC in food retailing

SECTION IV: Excellence through customer service

  • Chapter 6: Achieving service excellence: a conceptual model
  • Chapter 7: The 9Cs model of customer service
  • Chapter 8: An integrated customer service survey instrument

SECTION V: Excellence through key performance indicator management

  • Chapter 9: Key performance indicator management through Hoshin planning
  • Chapter 10: KPI management and Hoshin planning templates

SECTION VI: Excellence through performance management

  • Chapter 11: The “EYE” performance measurement model
  • Chapter 12: A best practice performance management model

SECTION VII: Excellence through organizational effectiveness measurement

  • Chapter 13: Organizational effectiveness measurement toolkit
  • Chapter 14: Best practice in organizational effectiveness measurement: a healthcare perspective

SECTION VIII: Excellence through customer satisfaction

  • Chapter 15: Customer satisfaction: a best practice perspective
  • Chapter 16: Customer satisfaction audit tool
  • Chapter 17: A complaints handling cookbook
  • Chapter 18: Customer satisfaction: best practice tools and methods

SECTION IX: Excellence through performance management

  • Chapter 19: Performance management evaluation: the case of travel agencies
  • Chapter 20: Performance management audit tool

SECTION X: Excellence through benchmarking

  • Chapter 21: Benchmarking is free: the real value of secondary information
  • Chapter 22: Benchmarking prioritisation: a best practice methodology
  • Chapter 23: Evaluation and transfer of best practices
  • Chapter 24: The Zairi benchmarking model

SECTION XI: Excellence through social responsibility

  • Chapter 25: The impact of social responsibility on business performance

SECTION XII: Excellence through people

  • Chapter 26: Excellence in people: best practice methods and tools

SECTION XIII: Excellence through quality improvement

  • Chapter 27: Organizational competitiveness assessment tool
  • Chapter 28: Excellence in key results: best practice tools and methods

SECTION XIV: Case studies

  • Chapter 29: Excellence in organizations: best practice case studies