1 Executive Summary 3
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Discuss the issues of measurement in an organisation such as this one, and evaluate the approach taken to measurement “recommended” by the BBC.

 Key Success Factors
 Identify and Measure the organisation {SWOT&PEST)
 Key Performance Indicators
 Balance Scorecard
 Appraisal & Review of Business Policy Measurement
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3 How should the senior team in BBC Broadcasting & Presentation develop their thinking to sustain the momentum of total quality/business excellence?

 Pillars and Dimensions of Total Quality Management
 Customer Focus
 Continuous Improvement
 Employee Investment and Empowerment
 Systems Thinking
 Plan-Do-Check-Act Cycle
 Leadership
 Customer Focus through Customer Relationship Management (CRM)
 European Forum for Quality Management (EFQM)
 Balance Scorecard Programme Management Process (BSPM)
 Establishment and set up of Programme Office
 Strategic Analysis
 Strategic Development
 Strategic Implementation
 Strategic Implementation: Measure and Appraise 10

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4 Conclusion 24
5 Bibliography 25 Executive Summary

BBC Broadcasting & Presentation began their quality journey when their mission statement was emerged out of a lengthy process. They develop objectives that connected to their mission. To deliver their mission they had critical success factors and key performance indicators than linked to the critical success factors. They also assigned owners to each critical process and total quality measures were put in place.
BBC Broadcasting & Presentation needed to introduce changes due to the diversification of the department’s customer base, an almost 50% increase in staff numbers and the launching of new commercial and public service channels. This new business was being bolted on old