Assessing customer focus using the EFQM Excellence Model: A local government case

TQM Magazine

Volumn 19, Issue 4, 2007, Pages 368-378

  Jacobs, Brian ^a   Suckling, Steven ^a  

^a STAFFORDSHIRE UNIVERSITY   (United Kingdom)

Author keywords

Customers; Learning; Self assessment

Indexed keywords

CUSTOMER SATISFACTION; INDUSTRIAL APPLICATIONS; INDUSTRIAL ECONOMICS; MATHEMATICAL MODELS; PROBLEM SOLVING;

COMPREHENSIVE PERFORMANCE ASSESSMENT (CPA); SELF ASSESSMENT;

QUALITY MANAGEMENT;

EID: 34250858509     PISSN: 0954478X     EISSN: None     Source Type: Journal    
DOI: 10.1108/09544780710756250     Document Type: Article

References (13)

1. EFQM/BQF (2003), EFQM Excellence Model: Public and Voluntary Sector Version, European Foundation for Quality Management/British Quality Foundation, London.
2. Kaplan, R.S. and Norton, D.P. (1996), Translating Strategy into Action: The Balanced Scorecard, Harvard Business School Press, Boston, MA.
3. Knox, S. and Maklan, S. (1998), Competing on Value: Bridging the Gap between Brand and Customer Value, Financial Times-Pitman Publishing, London.
4. Macdonald, J. and Tanner, S. (1998), Understanding Benchmarking in a Week, Hodder & Stoughton for the Institute of Management, London.
5. Meyer, C. (1998), "How the right measures help teams excel", Harvard Business Review (paperback), reprinted in Harvard Business Review on Measuring Corporate Performance, Boston, MA, pp. 99-122.
6. Neely, A., Adams, C. and Kennerley, M. (2002), The Performance Prism: The Scorecard for Measuring and Managing Business Success, Financial Times-Prentice-Hall, London.
7. Niven, P.R. (2003), Balanced Scorecard Step-by-Step for Government and Non-Profit Agencies, Wiley, Hoboken, NJ.
8. Oakland, J.S. (2001), Total Organisational Excellence: Achieving World-Class Performance, 2nd ed., Butterworth-Heinemann, Oxford.
9. ODPM (2002), The National Strategy for Local e-Government, Office of the Deputy Prime Minister, London, available at: www.localegov.gov.uk.
10. ODPM (2005), Securing Better Outcomes: Developing a New Performance Framework, Office of the Deputy Prime Minister, London.
11. Porter, L. and Tanner, S. (1998), Assessing Business Excellence, Butterworth Heinemann, Oxford.
12. South Staffordshire Council (2005), Service Plan 2005-20006: Direct Services, South Staffordshire Council, Codsall.
13. Train, L. and Williams, C. (2000), "Evolution of quality management: British Benefit Enquiry Line", International Journal of Public Sector Management, Vol. 13 No. 6, pp. 526-39.