创造价值：通过平衡计分卡导向全面质量管理82617097

Value-Creation through the Balanced Scorecard Oriented TQM Concept (Authors: Dr. Mike C. K. Lam and Mr. Q.S. Ren)Beijing Western Consultants (www.bscchina.com)AbstractThis 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 such as the Balanced Scorecard (BSC)? Thirdly could we integrate the TQM concept with BSC framework to form a value-adding concept? The main aim of this paper concerns with the processes of building up the Balanced Scorecard Oriented TQM concept theoretically, for which the bases are conjoining the Kanji’s TQM model and the framework of the BSC with reference to the judging framework and criteria of HKMA Quality Award. Based on the concept of Systems Theory and model building technique, firstly we triangulated the Kanji’s TQM model and the BSC framework to fit into the Systems Theory. Secondly, we compared these triangulated models with reference to the judging framework and criteria of HKMA Quality Award systematically. Thirdly, after analysis, we proposed the BSC-Oriented TQM concept and its concept mapping for reference and further testing in the real world. The expected outcomes of this research are solving the above-mentioned research problems. The ultimate aim of this research is to form the conceptual model of BSC-Oriented TQM concept for further testing by practitioners and academics of TQM in order to gain more ...