创造价值：通过平衡计分卡导向全面质量管理82617097资料.docVIP

PAGE PAGE 1 Value-Creation through the Balanced Scorecard Oriented TQM Concept (Authors: Dr. Mike C. K. Lam and Mr. Q.S. Ren) Beijing Western Consultants () Abstract This paper tries to solve some of the issues concerning total quality management (TQM). Firstly, what does a TQM (business excellence) concept/model look like? Are these TQM concepts/models theoretically sound? Would the judging frameworks and criteria of some quality awards such as Hong Kong Management Association (HKMA) Quality Award be the TQM concepts/models? Secondly, are TQM models related to other management concepts suc