Resumen de A theoretical study of the relation between TQM, assessment and sustainable business excellence

I.N. Metaxas, D.E. Koulouriotisa

• This work aims to create a map for academics, researchers, and those interested in business excellence. In the first place, the authors make a reference to the evolving path of business excellence and its relations with total quality management (TQM). Subsequently, the study examines the soft factors of TQM and their role in sustainability. A properly designed assessment procedure supported by an information system outlines the situation of the organisation and can help it to be improved. The authors propose a conceptual framework for performance assessment. To win a business excellence award, great amounts of effort, money, time, and personnel are required. Adopting a business excellence framework is a task that requires commitment, communication, and co-operation. A clear vision, an appropriate culture and willingness to change can facilitate the implementation of such a framework. Nowadays, crises affect many organisations around the world. In such a situation, change is a crucial factor for survival and success. However, change in a turbulent environment cannot be managed only by the traditional approaches to excellence, because they are mostly valid when the environment is stable. In view of this fact, a framework for sustainable business excellence is proposed here.