Research Studies

1 total work

Improving Service Performance

by S. Brignall, Lilian Fitzgerald, and R Johnston

Published 30 November 1999

This report compares two different methods of improving performance - radical step-change programmes, such as BPR and incremental continuous-change activities, such as total quality management (TQM). Through a series of case studies and in-depth interviews, it establishes why companies are undertaking such changes, the objectives of the changes and the role that management accountants fulfill in supporting and driving improvements through the organization.