Contents -- Abstracts & keywords -- Editorial -- The importance of intellectual capital and its effect on performance measurement systems -- Use of measurement and charts to inform management decisions -- The role of the maintenance organisation in an integrated management system -- The implementation and application of the business excellence model in SMEs -- AccountAbility 1000: a new social standard for building sustainability -- The introduction of QFD in a UK original equipment manufacturer -- Strategy in turbulent times -- SA 8000: a tool to improve quality of life -- ''It's a black art'': ''design of experiments'' switches on the light -- ISO 9000 certification and the bottom line: a comparative study of the profitability of Basque region companies -- ISO 9001 as an audit frame for integrated quality management in meat supply chains: the example of Scottish beef -- Applying QFD in the clothing manufacturing sector: a case study on improving a distance-learning program in Hong Kong -- An approach to the evaluation of quality performance of the companies in Turkey -- Quality cost analysis in IS0-9000-certified Turkish companies -- Book review.