In this book Total Quality Management is introduced as a holistic management concept. An instrument to measure this approach is the European Model for Business Excellence which is well known in many European countries for national quality prizes. The book explains this model in great detail and shows how to implement it in an organisational development process. A description of the most relevant management tools in this context, like self-assessment, policy deployment and benchmarking, will be of particular interest to the reader. The book combines in a unique way the theoretical background of the subject with practical experience in consulting. The reader will understand the necessity of holistic approaches and will learn how the European Business Excellence Model overcomes traditional ways of measuring business results.

I: Business Excellence through Total Quality

1 Present situation
2 The necessity of integrative management concepts
3 Business Excellence through integrative management concepts
4 The introduction of comprehensive quality concepts as organisational development process
5 Practical experiences
II: The European Model for Business Excellence
1 Basics of the European Model for Business Excellence
2 Elements of the European Model for Total Quality Management
3 Implicit assumptions - or what remains to be considered
III: Selected Managerial Methods in Context of Total Quality
1 Self-Assessment
2 Benchmarking
3 Policy Deployment
4 People Empowerment
Comments and Registers
Comments and References
List of Abbreviations.