This paper presents a comprehensive approach to performance measures for total quality management. The aim is to help organizations to measure their performance in total quality management philosophy. First, the evolution of both quality concept and quality management is presented. Then, a total quality management reference model is adopted and attainment levels of performance indicators are defined. Some proposals of other authors are briefly presented and discussed. The result is a performance indicator system that measures the stakeholders' satisfaction at the macro and microprocess levels of any organization in a coherent and comprehensive way.
quality performance measurement; total quality management; quality measures
