includes index

"Part 1 : The case for business excellence -- business excellence-the pedigree, the core themes of excellence, quality awards and excellence, the development of self-assessment, an overview of the self-assessment process, achieving organizational excellence, the excellence maturity model -- The case for business excellence -- JUSE deming prize winner study, general accounting office study of baldrige winners, Philips Taiwan case study, review of baldrige winners, NIST share price performance of Baldrige winners, Powell's search for competitive advantage, study on self-assessment using the EFQM excellence model across Europe, survey of Australian and New Zealand organizations, the x-factor report, the model in practice, the effectiveness of business excellence in the automotive industry, use of the EFQM excellence model in UK public sector organizations, financial performance of US award winners, study of the economic impact of quality awards in the USA, effect of business excellence on organizational performance, impact of stakeholder management social initiative participation on shareholder returns, share price performance considering market and industry effects, examination of the criterion weightings -- Part 2 : The excellence frameworks -- overview of the national and international quality awards, a summary guide to the excellence models, comparison of the frameworks, the ISO9000:2000, awards listings and contact points -- The Malcolm baldrige national quality award -- background to the baldrige award, the baldrige award criteria purpose and goals, the criteria's core values and concepts, Baldrige criteria framework, the award process, how the baldrige award framework has evolved -- The European quality award -- background to EFQM and the awards, the development of the EFQM excellence model, the European quality award process, evaluation against the EFQM excellence model, how the EFQM excellence model has evolved -- The deming prize -- National and regional quality awards -- The ISO9000 quality management system -- Part 3 : Self-assessment -- the key steps in self-assessment, approaches to self-assessment, building an excellence platform -- Writing an award submission document -- introduction, background to the case study, outline plan for an award submission, outline plan for an award submission self-assessment, description of individual results streams."