内容简介：
Organizational excellence must be integrated into the strategy of business through an understanding of the key business processes. This text leads through process analysis, self-assessment and benchmarking, to identifying the improvement opportunities for the organisation, including people development. Some of the material appearing in this work is derived from "Total Quality Management" by the same author, but it extends and reorganizes the principles derived from that around a new framework, in which people and culture, business process and benchmarking predominate. It is based on research and case study work at the University of Bradford European Centre for TQM, and is suitable for MBA students as well as practising managers.