La page I indique : "In recent years, changes in business activities suggest that a shift of market capitalisation is taking place. Share prices of many large companies have severely corroded, and stakeholders are demanding that company chairmen take urgent steps to achieve profitability through Business Excellence. Business Excellence and Total Quality Management (TQM) models provide a means of measuring the satisfaction of customers, employers and shareholders simultaneously. A number of such models currently exist, but, the author argues, none of these address all dimensions of TQM. This book introduces the principles of TQM, and establishes their use in measuring Business Excellence in an organisational environment. It comparatively evaluates various TQM and Business Excellence models, and discusses the complexities of measuring success. The author also provides a new comprehensive model, based on theoretical and empirical research, which draws together the diverse principles of established models. This model provides critical organizational success factors, and also details the most effective methods of measuring these factors. Presenting important, innovative work by one of the most eminent scholars in the field, this book will be essential reading for both academics and professionals working in quality management."