Contents List of figures List of tables Preface Acknowledgements 1 Review of business excellence Introduction What is business excellence? Why measure business excellence? Fundamental prerequisites for measuring business excellence Systems approach Business excellence models Presentation of business excellence models 2 Forces of excellence in Kanji’s Business Excellence Model Introduction Leadership: the ‘Prime’ for BE Delight the Customer External Customer Satisfaction (ECS) Internal Customer Satisfaction (ICS) Management by Fact (MBF) All Work is Process (AWP) Measurement (M) People-Based Management Teamwork People Make Quality Continuous Improvement Continuous Improvement Cycle Prevention Conclusions 3 Understanding and pitfalls of business excellence Introduction The Malcolm Baldrige National Quality Award Model The EFQM Excellence Model Total quality management and business excellence models Critical success factors for business excellence 4 Leadership is prime Introduction The concept of leadership Leadership vs management Traditional leadership approaches Recent views and emergent issues on leadership Leadership and organizational excellence An illustrative example Conclusions 5 Measuring business excellence Introduction Business Excellence Index Kanji’s Business Scorecard Business Excellence Model Latent variable structural model PLS.SAS computer programs An example Condensed model of business excellence Sequence for obtaining Kanji’s Business Excellence Model Conclusions 6 Kanji’s Business Scorecard Introduction Review of literature on the Balanced Scorecard The Balanced Scorecard: contributions, strengths and weaknesses Some Balanced Scorecard applications Total Quality Management, Business Excellence and the Balanced Scorecard Developing Kanji’s Business Scorecard Illustrative example Conclusions 7 Excellence in business excellence models: a comparison of EFQM and KBEM methodologies Introduction The EFQM Excellence Model Kanji’s Business Excellence Model Brief comparison between EFQM and KBEM Excellence in EFQM Excellence Model Excellence in KBEM Conclusions 8 Kanji’s Business Excellence Model for a European organization Introduction Background of company Business excellence model The condensed business excellence model Data analysis Forces of Kanji’s Business Excellence Conclusions Appendix Appendix A Appendix B Appendix C Appendix D Appendix E Appendix F Appendix G Appendix H Appendix I References Index