Abstract
This paper is based on a case study which examines the implementation of a total quality-based performance measurement system. The organization selected is responsible for the repair and maintenance of photographic, photocopying and medical imaging equipment, among others. The analysis revealed that there is a gap between information sought by people and what they tend to receive. Respondents are also concerned by the volume of information received and have suggested a wide variety of improvement measures including, for instance, timeliness in performance reporting. The overriding message is the need for greater involvement of individuals in choosing the measures of their performance.
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