Document Type

Closed Project

Publication Date

Summer 1993


Dragan Milosevic

Course Number

EMGT 560


This study identifies a performance measurement system for a small Architecture and Engineering (A&E) firm planning to embark on a Total Quality Management program. Data from interviews with several A&E firms regarding their TQM efforts indicated that over 70% of the firms used client performance surveys as measures, while more than 25% used no measurement systems at all. The conclusion is: A&E firms can and should, implement measures of design efficiency and customer satisfaction.


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