Showing papers in "International Journal of Quality & Reliability Management in 2009"
TL;DR: In this paper, the authors explored the relationship between soft and hard TQM elements and quality management results and found that quality improvement and the consolidation of the company's market position are influenced mainly by adopting soft TQMs and secondarily by adopting hard TMC elements.
Abstract: Purpose – The purpose of this paper is to explore the relationships between “soft” and “hard” TQM elements and quality management results.Design/methodology/approach – Empirical data were drawn from 370 Greek companies using the questionnaire method. Confirmatory Factor Analysis was used to examine constructs' reliability and validity, while the relationships between them were examined through Structural Equation Modelling.Findings – The study proved that quality improvement and the consolidation of the company's market position are influenced mainly by adopting “soft” TQM elements and secondarily “hard” TQM elements.Research limitations/implications – The fact that the study was based on quality managers' perceptions and the participation of companies from all sectors creates limitations, but also future research orientations.Practical implications – To achieve benefits and obtain a competitive advantage, which is of major importance for the sustainability of a company, quality design, control and improv...
390 citations
TL;DR: The majority of ISO 9001 certification research studies conducted so far are supported by survey methodologies and descriptive statistics as mentioned in this paper, as such they express conclusions that are mainly derived from opinions and perceptions about the subject.
Abstract: Purpose – The majority of ISO 9001 certification research studies conducted so far are supported by survey methodologies and descriptive statistics. As such, they express conclusions that are mainly derived from opinions and perceptions about the subject. Thus, it is common to find in the open literature references that point out the highly subjective results derived from such studies (often of somewhat contradictory nature). This paper tries to compile the main conclusions that ISO 9001 research studies have tried to address, with the aim of describing the quality management systems literature state‐of‐the‐art.Design/methodology/approach – In order to achieve this objective, an exhaustive literature review of ISO 9000 studies was carried out. For that purpose approximately 100 articles were analysed, which were sorted in the following categories, according to the used methodology: surveys; analysis of financial indicators; case studies; interviews; literature review; and statistical data analysis.Finding...
343 citations
TL;DR: In this article, the authors investigated the impact of total quality management (TQM) implementation on different dimensions of company performance, i.e., employee relations, operating procedures, and financial results.
Abstract: Purpose – The purpose of this paper is to investigate the impact of total quality management (TQM) implementation on different dimensions of company performance.Design/methodology/approach – The study investigates Canadian finalists (winners and certificates of merit) in the Total Quality category of the Canada Awards for Business Excellence. The data were collected either through in‐depth personal interviews or by mail/telephone using the questionnaire and then analyzed.Findings – The data analysis confirmed the hypothesized positive impact of TQM on all investigated dimensions of company performance, i.e. employee relations (improved employee participation and morale), operating procedures (improved products and services quality, process and productivity, and reduced errors/defects), customer satisfaction (reduced number of customer complaints), and financial results (increased profitability).Research limitations/implications – Small sample size limited the scope of statistical analysis. Also, the resul...
233 citations
TL;DR: In this article, the authors investigate the key "hard" and "soft" quality management factors used by Australian small and medium enterprises and their association with organisational performance, and they find that improved overall performance appears to be favourably influenced by a combination of 'hard' TQM factors such as benchmarking and quality measurement, continuous improvement, and efficiency improvement; and the'soft' management factors consisting of top management philosophy and supplier support, employee training and increased interaction with employees and customers.
Abstract: Purpose – The purpose of this paper is to investigate the key “hard” and “soft” quality management factors used by Australian small and medium enterprises (SMEs) and their association with organisational performance.Design/methodology/approach – A survey questionnaire was constructed for this research using Powell's quality management framework. The respondents were required to indicate their degree of implementation of quality management practices and to rate their TQM performance in relation to overall performance, return on assets, market share and customer satisfaction.Findings – The study found that improved overall performance appears to be favourably influenced by a combination of “hard” TQM factors such as benchmarking and quality measurement, continuous improvement, and efficiency improvement; and the “soft” TQM factors consisting of top management philosophy and supplier support, employee training and increased interaction with employees and customers. Furthermore, the TQM factors of employee tr...
200 citations
TL;DR: In this paper, the authors proposed a research model of the relationship between infrastructure and core QM practices and their direct and indirect effects on quality performance using structural equation modelling (SEM) technique.
Abstract: Purpose – This empirical study seeks to resolve the conflicting findings in the quality management (QM) literature about how different QM practices, specifically, infrastructure QM practices and core QM practices, affect quality performance.Design/methodology/approach – Based on the Socio‐Technical Systems theory and research related to QM implementation and performance, the study proposes a research model of the relationship between infrastructure and core QM practices and their direct and indirect effects on quality performance. The empirical data were drawn from 226 manufacturing plants in the USA. The research model was tested using structural equation modelling (SEM) technique.Findings – In the structural model, two integrated factors were used to represent the two types of QM practices: the infrastructure QM includes top management support, customer relationship, and supplier relationship, and workforce management; and the core QM consists of quality information, product/service design, and process ...
171 citations
TL;DR: In this article, the authors explore the patterns with which ISO 9000:2000 was implemented in service organizations, and examine the performance outcomes and contextual factors which are associated with different ISO 9000-2000 implementation patterns.
Abstract: Purpose – The purpose of this paper is to explore the patterns with which ISO 9000:2000 was implemented in service organizations, and to examine the performance outcomes and contextual factors which are associated with different ISO 9000:2000 implementation patterns.Design/methodology/approach – Based on a literature review of quality management practice, a questionnaire was developed based on quality management principles of ISO 9000:2000 and three propositions. The propositions were tested using responses from managers or executives in 45 service organizations.Findings – Cluster analysis shows that there are two markedly different ISO 9000:2000 implementation patterns among sample organizations. The analysis results also indicate that organizations with different ISO 9000:2000 implementation patterns performed differently in the two outcomes analysed.Research limitations/implications – Managers in service organizations must realize that ISO 9000:2000 is capable of generating a competitive advantage only...
153 citations
TL;DR: In this paper, the authors evaluate the contribution of six sigma methodology to the improvement of service quality in manufacturing and quasi-manufacturing settings and explore its limitations when applied to services.
Abstract: Purpose – The purpose of this paper is to critically evaluate the contributions of six sigma methodology to the improvement of service quality. Since its development in the late 1980s, six sigma has been extensively applied in manufacturing and quasi‐manufacturing settings. This study aims to explore the challenges of six sigma in reaching a much wider field of application.Design/methodology/approach – Utilizing the service quality framework, the authors assess the contributions of six sigma and explore its limitations when applied to services.Findings – The relentless drive toward adopting six sigma to services has led both to a limited field of applications and to unrealistic expectations as to what six sigma is truly capable of achieving, particularly in knowledge‐based environments.Research limitations/implications – This research focuses on highlighting gaps in the six sigma as applied to services; further work is necessary to identify and develop new methods and to study their effectiveness.Practica...
150 citations
TL;DR: In this article, the authors identify critical success factors and problems in ISO 9000 maintenance during the post-certification period and propose a methodology to identify the critical success factor and problems.
Abstract: Purpose – The purpose of this paper is to try to identify the critical success factors and problems in ISO 9000 maintenance during the post‐certification period. Much of the published work on issues associated with ISO 9000 certification in the quality management journals focuses on how to obtain certification and the impact of certification on ISO‐certified organisations. Thus, studies do not generally address what happens after the organisations have obtained their certification.Design/methodology/approach – In total, 14 face‐to‐face interviews were conducted over a period of seven weeks with top management, middle management, lower management in charge of operations and quality, and the management representative responsible for the implementation of ISO 9000 in the case study organisation (XYZ). Each interview lasted between 1.5 and 2 hours. ISO documents were also reviewed as part of the data gathering process.Findings – The results showed that people who comprise top management, other employees, the ...
138 citations
TL;DR: In this paper, a survey of quality management practices in two industrial sectors in the state of Kuwait is presented, with the help of the Kuwaiti Public Authority for Industry (PAFI), to a stratified sample of 105 Kuwaiti plants.
Abstract: Purpose – The purpose of this exploratory study is to survey quality management practices in two industrial sectors in the state of Kuwait. It aims to provide reliable and valid constructs for measuring quality management practices and to test the effect of type of industry and plant size on the implementation level.Design/methodology/approach – A questionnaire was administered, with the help of the Kuwaiti Public Authority for Industry (PAFI), to a stratified sample of 105 Kuwaiti plants. Confirmatory factor analysis and internal consistency tests were used to verify scales validity and reliability. The two independent samples t‐test and analysis of variance (ANOVA) were utilised to investigate the statistical effects of type of industry and plant size respectively.Findings – The results revealed four reliable and valid constructs: customer focus, total quality management (TQM) human practices, process quality resource, and quality measurements. While type of industry showed no significant effect on the ...
102 citations
TL;DR: In this article, a state-of-the-art data envelopment analysis (DEA) technique and its extension is proposed to enhance FMEA assessment capabilities. But, the proposed approach is limited to SOD in lieu of RPN and does not provide improving scales for SOD.
Abstract: Purpose – The purpose of this study is to propose a state‐of‐the‐art new approach to enhance FMEA assessment capabilities.Design/methodology/approach – Through data envelopment analysis (DEA) technique and its extension, the proposed approach evolves the current rankings for failure modes by exclusively investigating SOD in lieu of RPN and to furnish improving scales for SOD.Findings – Through an illustrative example the proposed approach supports the proposition that DEA can not only complement traditional FMEA for improving assessment capability but also, especially, provide corrective information regarding the failure factors – severity, occurrence and detection. Further application of DEA Stratification also reveals that this methodology is useful for managing resource allocation and risk management.Practical implications – It is shown that the proposed approach enables manager/designers to prevent system or product failures at an early stage of design. Moreover, the approach is able to provide manage...
100 citations
TL;DR: In this paper, a comprehensive methodology for the design and implementation of an integrated management system (IMS) was developed based on the literature review, a critical review of the strategies employed and of difficulties encountered in IMS implementation reveals the need for a context and process-based design of IMS.
Abstract: Purpose – The purpose of this paper is to provide a process‐based design of integrated management systems (IMS) implementation.Design/methodology/approach – An extensive survey of peer‐reviewed literature was conducted. Based on the literature review, a comprehensive methodology for the design and implementation of an IMS was developed.Findings – A critical review of the strategies employed and of difficulties encountered in IMS implementation reveals the need for a context‐ and process‐based design of IMS. At the operational level core activities are first designed from the perspective of stakeholders' requirements and then treated with operational excellence tools to strip away waste. The transformed core processes are then integrated with mainstream individual management systems to form one composite and holistic management system. The institutionalisation of IMS needs to be addressed in its design (through process embedded design) as well as at the users' level (through education and training of emplo...
TL;DR: In this paper, the authors explore the use of the performance measurement system as an organizational learning mechanism to support continuous improvement and highlight the need for management to ensure that the organization's management control systems are structured to support the continuous improvement initiatives.
Abstract: Purpose – The purpose of this study is to explore the use of the performance measurement system as an organizational learning mechanism to support continuous improvementDesign/methodology/approach – The paper reports the results of a survey of Australian organizations certified to quality standard ISO 9000Findings – For those respondents who consider their organization's quality program to be successful, the findings indicate that such organizations have embedded quality into the culture of the organization, and have developed performance measurement systems as an organizational learning mechanism to support the continuous improvement initiativesPractical implications – The paper highlights the need for management to ensure that the organization's management control systems are structured to support continuous improvement initiativesOriginality/value – The paper explores the links between continuous improvement and organizational learning
TL;DR: In this paper, a study was conducted among graduate students of the University of Tehran, Iran to evaluate service quality factors of the airline industry, and to rank these factors in Iranian society.
Abstract: Purpose – This paper seeks to review service quality factors of the airline industry, and to rank these factors in Iranian society. It aims to introduce a fuzzy TOPSIS approach for this purpose.Design/methodology/approach – The research was conducted among graduate students of the University of Tehran, Iran. In order to meet the objectives of the study, Fuzzy TOPSIS approach was used. Required information was gathered through a questionnaire.Findings – The results show that “Flight safety”, “Good appearance of flight crew” and “Offering highest possible quality services to customers 24 hours a day” are the most important airline service quality factors in the eyes of Iranian customers. Interestingly, “the possibility of checking flight schedule via telephone” has been selected as the least important quality factor by respondents. Research findings also announce that the majority of Iranian potential travellers prefer airplane as their transportation means. However, at the moment, they are mostly using bus...
TL;DR: In this paper, the authors explored the causal relationship between service quality dimensions and overall service quality, and identified service quality gaps as experienced by the subscribers of the mobile services of Ethiopian Telecommunication Corporation (ETC).
Abstract: Purpose – The purpose of this paper is to explore the causal relationship between service quality dimensions and overall service quality, and to identify service quality gaps as experienced by the subscribers of the mobile services of Ethiopian Telecommunication Corporation (ETC).Design/methodology/approach – The seven modified dimensions of SERVQUAL, namely tangibles, reliability, responsiveness, empathy, assurance, network aspect, and convenience were used to measure customers' perceptions and expectations of mobile telecommunications services by drawing a sample of 220 respondents using stratified random sampling.Findings – Overall service quality of mobile communications was perceived to be as below average by over half (52.7 percent) of the respondents, followed by less than one‐third (28 percent) who mentioned it as average, and about one‐fifth (19.3 percent) as above average. The highest service quality gap was reported with the added dimension of network aspect, while the lowest score obtained was...
TL;DR: In this article, the authors proposed a model for analysing the influence of costs of quality on the overall cost of quality and especially external failure costs, and found that prevention and appraisal costs are two effective cost factors.
Abstract: Purpose – The purpose of this paper is to propose a model for analysing the influence of costs of quality.Design/methodology/approach – A model is designed by using a causal loop diagram and is analysed through a system dynamics approach. The model simulation is prepared by Vensim software.Findings – Prevention and appraisal costs are the two effective cost factors. The model represented in this paper reveals that prevention costs have the most effect on total cost of quality and especially external failure costs. Hence, in order to achieve the customer expected quality level, prevention and appraisal costs should be considered.Research limitations/implications – Calculating and measuring non‐conformance costs is very difficult in organizations and some errors and mistakes may happen.Practical implications – A system dynamics approach can analyse and measure the amount of prevention cost effects on cost of quality in different organizations.Originality/value – The proposed methodology demonstrates the use...
TL;DR: In this article, a literature review on information quality in manufacturing planning and control processes is conducted and the dimensions for describing information quality deficiencies are identified and defined, and three case studies are presented in order to describe the phenomena in the companies' various manufacturing plans and control levels.
Abstract: Purpose – The purpose of this paper is to define dimensions for describing information quality deficiencies and to describe forecast and customer order information quality deficiencies on various manufacturing planning and control levels.Design/methodology/approach – The purpose is fulfilled through the following steps: firstly, a literature review on information quality in manufacturing planning and control processes is conducted and the dimensions for describing information quality deficiencies are identified and defined, secondly, three case studies are presented in order to describe the phenomena in the companies' various manufacturing planning and control levels.Findings – A gross list of ten dimensions were defined from the literature and used in describing information quality deficiencies in forecasts and customer orders of three different cases.Originality/value – Information quality deficiencies in manufacturing planning and control processes has been the subject of little research so far, despit...
TL;DR: In this article, the authors assess the critical factors of effective implementation (CFEI) of the Hazard Analysis of Critical Control Points (HACCP) system and define the underlying structure among them.
Abstract: Purpose – The purpose of this paper is to assess the critical factors of effective implementation (CFEI) of the Hazard Analysis of Critical Control Points (HACCP) system and to define the underlying structure among them. Having defined the latent constructs of the critical factors, the paper also aims to explore their impact on the HACCP effectiveness.Design/methodology/approach – A research project was carried out in 107 Greek food companies. The data collection method used in this study was that of the questionnaire. Exploratory and confirmatory factor analysis were applied to assess the reliability and validity of the latent constructs of the critical factors, while their impact on the HACCP effectiveness was examined through the multiple linear regression analysis.Findings – Data analysis revealed that the latent constructs of the critical factors such as a company's attributes (prerequisite programmes, equipment and verification procedures) and the human resource attributes (employees' availability, ...
TL;DR: In this paper, the authors explored the relationship between competitive strategy, total quality management (TQM), and continuous improvement of international project management (CIIPM) and found that human resource-based and technology-based TQM elements have stronger influence toward CIIPM performance.
Abstract: Purpose – The purpose of this paper is to explore the relationship between competitive strategy, total quality management (TQM), and continuous improvement of international project management (CIIPM)Design/methodology/approach – Based on a literature review, a theoretical model and five hypotheses are developed A cross‐sectional data set collected from 268 international project managers based in four countries is used to test the theoretical modelFindings – The results from the statistical analysis suggest that competitive strategy does not directly influence the CIIPM performance, but it influences through the mediation of TQM practices The results also suggest that “human resource‐based” TQM elements have stronger influence toward CIIPM performance than “technology‐based” TQM elementsResearch limitations/implications – The study used four TQM variables, which originated from the MBNQA (1995) framework Although the four variables are robust and sufficiently represent the TQM dimension, the multi‐di
TL;DR: In this paper, a survey of literature from different management fields was carried out to determine how the main issues about QMP's implementation are discussed in diverse areas and how useful insights regarding better implementation and institutionalisation of QMPs could thus be induced.
Abstract: Purpose – This paper seeks to elaborate the reasons why quality management programs (QMPs) frequently fail to produce the intended results, and to demonstrate how QMPs could be effectively institutionalised in an organisational setting.Design/methodology/approach – A survey of literature from different management fields was carried out to determine how the main issues about QMPs' implementation are discussed in diverse areas (such as strategic and operations management) and how useful insights regarding better implementation and institutionalisation of QMPs could thus be induced.Findings – To harness maximum benefits, QMPs need to be implemented as a meta‐methodology (or meta‐management) targeting the whole enterprise. The QMPs need to be effectively integrated with the business strategy, which steers the business processes towards its unique competitive advantage. An undesirable scenario would be employing QMPs as sub‐methodologies that take the form of tools and techniques (quick fixes) and thus remain ...
TL;DR: In this paper, an internet survey among Dutch donors and interviews at eight case studies of Dutch charities was conducted to investigate the charity selection criteria used by individual donors, and the information that charities provide to individual donors.
Abstract: Purpose – This paper seeks to develop insights into the charity selection criteria used by individual donors, and the information that charities provide to individual donors.Design/methodology/approach – Charities are defined as organizations involved in health, international aid, wellbeing, and nature and environment. In this paper the main focus is on one type of charity stakeholder; the individual donor. The research is undertaken through an internet survey among Dutch donors and through interviews at eight case studies of Dutch charities.Findings – Based on the internet survey it can be concluded that effectiveness is seen as important, but not as the major criterion in the selection of a charity. The case studies show that charities do not have standardized reporting systems in order to inform their donors on their performancesPractical implications – Based on this research it can be concluded that there is a need for management of charities to develop both measures of internal efficiency and of exte...
TL;DR: Wang et al. as discussed by the authors empirically investigated the linkage among organizational customer orientation, customer relationship practices, and organizational outcomes, and found that customer orientation affects production performance and customer satisfaction.
Abstract: Purpose – The main objective of this paper is to empirically investigate the linkage among organizational customer orientation, customer relationship practices, and organizational outcomes.Design/methodology/approach – The sampling frame of the study consists of 143,000 Chinese companies, each with revenue of more than 5 million RMB (Chinese currency). The target companies were randomly selected from 29 Chinese provinces using the stratified probability proportional to sizes (PPS) method. Structure equation modelling was utilized to analyze data.Findings – It is found that organizational customer orientation affects customer relationship practices, which subsequently influence production performance and customer satisfaction. Production performance and customer satisfaction lead to financial performance.Research limitations/implications – The study has some limitations that provide directions for future research. Data were only collected from China. Therefore, the research findings might reflect unique as...
TL;DR: The findings suggest that contractors are fully familiar with the application of QA but are less familiar with that of TQM, and potential areas for exploratory studies in quality management systems and the quality culture of the Hong Kong construction industry are identified.
Abstract: Purpose – The purpose of this paper is to report an investigation on the advancement of QA to TQM for construction contractors in Hong Kong.Design/methodology/approach – The investigation is based on a questionnaire survey. The questionnaire was answered by 40 respondents working in construction contractors in Hong Kong including project managers, section managers, senior engineers and quality managers. The data obtained from the questionnaire survey were then analysed.Findings – The results of the questionnaire survey are presented in the form of the levels of application of QA and TQM as practised by the contracting organizations in Hong Kong. The findings suggest that contractors are fully familiar with the application of QA but are less familiar with that of TQM. Both QA and TQM items that are mostly practised and seldom practised are discussed. In association with the findings, potential areas for exploratory studies in quality management systems and the quality culture of the Hong Kong construction ...
TL;DR: Adopting proper checklists for work monitoring, providing training to enhance patient and staff awareness; led to reduced process errors, mitigating overall risks, eventually resulting in effective patient care.
Abstract: Purpose – The quality of haemodialysis process is a prime concern in renal care. This study, carried out at one of the leading Hospitals in Central India, providing kidney care and dialysis, aims to identify areas in the haemodialysis unit needing special attention, to improve process quality and ensure better patient welfare.Design/methodology/approach – The failure mode and effects analysis (FMEA) approach included: deciding haemodialysis process requirements, identifying potential causes of process failure and quantifying associated risk with every cause. Suitable actions were then implemented to reduce the occurrence and improving the controls, thereby reducing risk. The study used primary data generated and monitored over the period: July‐December 2008.Findings – Adopting proper checklists for work monitoring, providing training to enhance patient and staff awareness; led to reduced process errors, mitigating overall risks, eventually resulting in effective patient care.Research limitations/implicati...
TL;DR: In this article, an integrated Six Sigma implementation process is proposed to explore knowledge creation opportunities within a Six Sigma program, and a qualitative inquiry with thematic analysis which focuses on a TFT-LCD (Thin Film Transistor-Liquid Crystal Display) panel manufacturer and a glass substrates manufacturer is presented in order to identify how the Six Sigma process facilitates the knowledge creation process through the socialization, externalization combination and internalization (SECI) modes, and four types of space for knowledge creation, which are viewed as the different forms of ba, as proposed by Non
Abstract: Purpose – The purpose of this paper is to explore the relationship between knowledge creation processes and the Six Sigma approach.Design/methodology/approach – An integrated Six Sigma implementation process is proposed to explore knowledge creation opportunities within a Six Sigma program. A qualitative inquiry with thematic analysis which focuses on a TFT‐LCD (Thin Film Transistor‐Liquid Crystal Display) panel manufacturer and a glass substrates manufacturer is presented in order to identify how the Six Sigma program facilitates the knowledge creation process through the socialization, externalization combination and internalization (SECI) modes, and four types of space for knowledge creation, which are viewed as the different forms of ba, as proposed by Nonaka et al. , namely originating ba, interacting ba, systemizing ba and exercising ba.Findings – This study contributes to integrating the domains of quality management and knowledge management research. The findings demonstrate the potential mediatin...
TL;DR: In this paper, the authors examine the academic literature on the quality of International Financial Reporting Standards (IFRS), formerly International Accounting Standards (IAS), which are poised to be the universal accounting language to be adopted by all companies regardless of their place of domicile.
Abstract: Purpose – The purpose of this paper is to examine the academic literature on the quality of International Financial Reporting Standards (IFRS), formerly International Accounting Standards (IAS), which are poised to be the universal accounting language to be adopted by all companies regardless of their place of domicile.Design/methodology/approach – The methodology used in this study is archival. The authors evaluate the academic empirical literature on the quality of IFRS.Findings – With the world's capital markets becoming more and more inextricably linked, we believe IFRS represents a single set of high‐quality, globally accepted accounting standards that has the potential to significantly improve financial reporting comparability among companies on a worldwide basis.Originality/value – It will be difficult to find any time in recent history when financial reporting has been catapulted to such enormous prominence. Some would argue that better reporting would have played a vital role in preventing the co...
TL;DR: In this article, the authors focus on the study and estimation of reliability characteristics of Maxwell distribution under Type-II censoring scheme and use Monte Carlo simulation to compare the efficiency of the estimates developed by these estimation methods.
Abstract: Purpose – This paper seeks to focus on the study and estimation of reliability characteristics of Maxwell distribution under Type‐II censoring scheme.Design/methodology/approach – Maximum likelihood estimation and Bayes estimation methods have been used for the estimation of reliability characteristics. Monte‐Carlo simulation is used to compare the efficiency of the estimates developed by these estimation methods.Findings – With prior information on the parameter of Maxwell distribution, Bayes estimation provides better estimates of reliability characteristics; otherwise Maximum likelihood estimation is good enough to use for reliability practitioners.Practical implications – When items are costly, Type‐II censoring scheme can be used to save the cost of the experiment and the discussed methods provide the means to estimate the reliability characteristics of the proposed lifetime model under this scheme.Originality/value – The study is useful for researchers and practitioners in reliability theory and als...
TL;DR: In this paper, the authors explore the role of Six Sigma performance measurement at both strategic and operational levels within call centres where the definition of six Sigma is widened to include systems thinking constructs.
Abstract: Purpose – The aim of this paper is to explore the role of Six Sigma performance measurement at both strategic and operational levels within call centres where the definition of Six Sigma is widened to include systems thinking constructs.Design/methodology/approach – A two‐phase methodology is used involving two call centre cases within a call centre group. Phase 1 establishes the need for Six Sigma customer‐based measures in addition to internal performance measures and phase 2 studies the implementation of this wider set of Six Sigma performance measures.Findings – The development and application of Six Sigma performance measures that cover both strategic and operational performance measures lead to a more sustainable approach to business improvement, rather than traditional call centre internal performance measures which may be misleading for the overall performance of the call centre.Research limitations/implications – The development of the strategic and operational, or double, DMAIC approach offers o...
TL;DR: In this paper, the authors examined the fit between values underpinning the ISO 9000 standard and selected managerial and organisational factors and found that the more mechanistic and explicit knowledge based organizations will enjoy ISO 9000 certification while the more organic and tacit knowledge based organisations will experience tensions arising from lack of fit.
Abstract: Purpose – The purpose of this conceptual paper is to examine the fit between values underpinning the ISO 9000 standard and selected managerial and organisational factors.Design/methodology/approach – The study is a conceptual one relying on the literature on the selected strategic factors and also the standard. The values of institutionalisation, explicitation, systematisation, delineation and Taylorisation underpinning ISO 9000 standards were distilled from the origin and the principles of ISO 9000 and the ISO 9000 certification practices. The values are juxtapositioned with the imperatives of control and creativity, knowledge management and organisational structure to understand the consequent synergism or tension.Findings – It is postulated that the more mechanistic and explicit knowledge based organisations will enjoy ISO 9000 certification while the more organic and tacit knowledge based organisations will experience tensions arising from lack of fit. Hence, conceptually, the standard will work best ...
TL;DR: In this article, the authors study whether quality certified hotels develop some managerial key factors in a significantly better way and have better performance than non-certified hotels and find that certified hotels have better the key factors and better performance.
Abstract: Purpose – The purpose of this paper is to study whether quality certified hotels develop some managerial key factors in a significantly better way and have better performance.Design/methodology/approach – The empirical data were collected from a sample of 303 Spanish hotels. Hotels were grouped as certified and non‐certified hotels and the differences were analysed between these two groups in relation to the key factors and performance variables.Findings – Certified hotels develop better the key factors and have better performance. This supports the findings related to this issue in other industries and expands the literature on quality management in the hotel industry.Practical implications – Quality certifications in hotels may be an important strategic initiative because they may facilitate the development of key factors and may have an impact on firm performance.Originality/value – The paper reinforces the fact that the quality certification is also important in the hotel industry, where the more scar...
TL;DR: In this paper, the authors developed a user satisfaction-based knowledge management performance measurement model, including identifying the assessment criteria sourced from user-satisfaction-based core values, critical success factors and phases of knowledge management process.
Abstract: Purpose – This paper aims to develop a user‐satisfaction‐based knowledge management performance measurement model, including identifying the assessment criteria sourced from user‐satisfaction‐based core values, critical success factors and phases of knowledge management process. With the aid of the developed measurement model, organisations could assess the strength and weakness of their own knowledge management system and practice and then identify areas for improvement.Design/methodology/approach – User‐satisfaction‐based core values, critical success factors and five‐phase knowledge management process are identified through literature review and analysis, and expert interviews, with the aid of system‐modelling techniques.Findings – The seven user‐satisfaction‐based core values, eight critical success factors and five‐phase knowledge management process are identified as the basis of the assessment criteria. These assessment criteria provide academics and practitioners with a new insight into the researc...