Chapter 6: Innovation, Competition and Quality Management

Title: Operational excellence strategies: behind the scenes of a manufacturing engineering corporation in New Zealand

Reference: WORLD SUSTAINABLE DEVELOPMENT OUTLOOK 2006 pp. 185 - 196

Abstract/Summary: What are Operational Excellence Strategies? How do they relate to a TQM Philosophy? How do they relate to organisational excellence performance? The first part of this paper describes the use of a TQM program implementation in a Manufacturing Engineering Corporation in New Zealand. Program evaluation was undertaken using a variation of Kanji's (1998) pyramid model of business excellence as a model which uses customer satisfaction as a critical success factor for the organisation. The second part of this paper reports on a self assessment project conducted by one of the Corporation's local sales branches using the TQM tools as a means of enhancing quality service to their customers. Finally the paper reports on the organisation's position on the business excellence model, and suggests recommendations for future implementation and future research possibilities.

Order a copy of this article