1. It is often said that ‘you can’t control what you can’t measure and you can’t manage what you can’t control’. Measurement is, therefore, considered to be at the heart of managing business processes, activities and tasks. What do you understand by improvement-based performance measurement? Why is it important? Suggest a strategy of introducing TQMbased performance measurement for an organization of your own choice in the public sector.

2. Benchmarking is an important component of many companies’ improvement strategies. What do you understand by benchmarking? How does benchmarking link with performance measurement? Suggest a strategy for integrating benchmarking into a TQM approach

3. Discuss the important features of a performance measurement system based on a TQM approach. Suggest an implementation strategy for a performance measurement system in a progressive company which is applying TQM principles to its business processes.

4. Self-appraisal or assessment against a hybrid ‘Excellence Model’ can be used by organizations to monitor their progress. Design the criteria for such a hybrid framework and explain the steps that an organization would have to follow to carry out a selfassessment. How could self-assessment against the model be used in a large multi-site organization to drive continuous improvement? What additional requirements would be introduced for an organization that was asked by customers to assess against the CMMI framework?