KANJI, Gopal K. <br/><br/>
Business excellence :  make it happen 

 - Oxfordshire :  Routledge,  December 2002 
<br/><br/> Performance measurement is essential in the quest for Business Excellence. To be effective, the performance measurement system must be based on the drivers of success. Moreover, the relative contribution of each of these factors to an aggregate measure of performance measurement should be established. Because Business Excellence implies the simultaneous satisfaction of the various stakeholders, performance has to be measured taking into consideration their distinct views. This paper shows how a new performance measurement system that is holistic, comprehensive, valid and reliable can be used to drive success by focusing the organization's efforts on the real Forces of Excellence