Abstract
This paper investigates the characteristics of performance measures perceived most appropriate in TQM environment and the systems and procedures that keep these performance measures continuously updated. The respondents included Canadian finalists (winners and certificates of merit) in the Total Quality category of Canada Awards for Business Excellence. The following issues are addressed: frequency of performance measures improvements; the mechanisms of these improvements; assignment of responsibility for creating, updating and monitoring performance measures; and the role of employee participation and training.
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