Showing papers in "The Quality Management Journal in 2007"
TL;DR: In this paper, the authors show that long-term financial and operational results from the implementation of Six Sigma programs were mixed and that a significant effect was found on free cash flow, earnings before interest, and stock price.
Abstract: [This abstract is based on the author’s abstract.] The study shows that long-term financial and operational results from the implementation of Six Sigma programs were mixed. A significant effect was found on free cash flow, earnings before interest, t..
76 citations
TL;DR: The Five Dysfunctions of a Team: A Leadership Fable as mentioned in this paper is a leadership fable that describes the five defects of a team and the five failures of a leader.
Abstract: (2007). The Five Dysfunctions of a Team: A Leadership Fable. Quality Management Journal: Vol. 14, No. 1, pp. 60-61.
48 citations
TL;DR: The Lean Product Development Guidebook: Everything Your Design Team Needs to Improve Efficiency and Slash Time-to-Market as discussed by the authors is a good starting point for any design team that wants to improve efficiency and time to market.
Abstract: (2007). The Lean Product Development Guidebook: Everything Your Design Team Needs to Improve Efficiency and Slash Time-to-Market. Quality Management Journal: Vol. 14, No. 2, pp. 41-42.
42 citations
TL;DR: The critical quality flowdown is a tool that is the core of the definition phase of most quality improvement projects and relates high-level strategic focal points to project objectives which in turn are linked to and decompose into CTQs made operations.
Abstract: The critical quality flowdown (CTQ) is a tool that is the core of the definition phase of most quality improvement projects. It relates high-level strategic focal points to project objectives which in turn are linked to and decompose into CTQs made oper..
42 citations
TL;DR: In this paper, the authors take into account the customer's perceptions of service quality in order to attract and retain customers Service quality issues in service organizations in India face increasing competition in the global marketplace.
Abstract: As service organizations in India face increasing competition in the global marketplace, it is important that they take into consideration the customer’s perceptions of service quality in order to attract and retain customers Service quality issues in
40 citations
TL;DR: A modified SERVQUAL instrument used to evaluate the quality of the data produced by analytical laboratories is described in this article, with little consideration given to customer satisfaction and quality management in analytical laboratories.
Abstract: [This abstract is based on the author’s abstract]Quality management in analytical laboratories is generally focused on the quality of the data produced, with little consideration given to customer satisfaction A modified SERVQUAL instrument used to de
39 citations
TL;DR: The Toyota Production System (TPS) has evolved from a manufacturing concept to a participative design for large scale change management as discussed by the authors, which can be a powerful intervention technique, even in industries like the healthcare industry.
Abstract: Over the years, the Toyota Production System (TPS) has evolved from a manufacturing concept to a participative design for large scale change management. TPS can be a powerful intervention technique, even in industries like the healthcare industry that ..
31 citations
TL;DR: In this article, case studies are used to analyze the future impact of ISO 9000:2000 on the performance of quality management systems in Spanish companies, showing that the new standard will not result in a radical change in the way these companies operate.
Abstract: Case studies are used to analyze the future impact of ISO 9000:2000 on the performance of quality management systems. Application by Spanish companies indicates that the new standard will not result in a radical change in the way these companies operate..
25 citations
TL;DR: In this paper, the similarities of two qualityrelated initiatives (total quality management (TQM) and project quality activities (PQA) are investigated for their impact on organizational and project performance.
Abstract: The similarities of two quality-related initiatives – total quality management (TQM) and project quality activities (PQA) – are investigated for their impact on organizational and project performance. A brief review of each initiative is given and relev..
25 citations
TL;DR: The authors propose and test a more integrative model, which includes system quality as a determinant of the extent of system usage, the benefits derived from the system, and the system impact on the user's jobs.
Abstract: Few studies have attempted to assess the relationships of information system quality with its main outcomes. This study explores these relationships with possible outcomes proposed by various researchers. A more integrative model is considered that incl..
23 citations
TL;DR: The outcome of the study is a mathematical solution to the perennial correlation triangle problem in the form of a framework that factors in the correlation triangle values in conjunction with computed raw weights for customer requirements.
Abstract: The interrelationship matrix among customer requirements is the most neglected and often omitted part of quality function deployment (QFD). A mathematical solution is proposed to the correlation triangle problem that incorporates both customer requirem..
TL;DR: The investigation established that each hospital applied TQM at a relatively high level and showed that the correlation between the extent of the overall application and the values of the chosen performance indicators were direct and positive.
Abstract: [This abstract is based on the author's abstract.]The application of total quality management (TQM) is investigated in five hospitals in Amman, Jordan. The study was conducted using a five-point Likert scale survey, and reliability of the data was estab..
TL;DR: In this paper, a dynamic model based on the service-profit chain is proposed to evaluate the impact of operational investment decisions that have an impact on the firm's bottom line, yet not all such decision are evaluated for their impact.
Abstract: Organizational managers must make operational investment decisions that have an impact on the firm’s bottom line, yet not all such decision are evaluated for their impact. A dynamic model based on the service-profit chain is proposed to evaluate the imp..
TL;DR: The focus of this study centered on the effectiveness of failure mode and effect analysis (FMEA), which is a reliability analysis technique aimed at zero failure in quality.
Abstract: [This abstract is based on the author’s abstract.]A study is presented to determine the effectiveness of failure mode and effect analysis (FMEA) in evaluating a system, design, process, or service for possible ways in which failures can occur. These ris..
TL;DR: In this article, a preliminary exploration model is proposed for integrating quality management with business strategy, and a questionnaire is used to evaluate the framework, which is based on the Chinese Society for Q.
Abstract: [This abstract is based on the author’s abstract.]A preliminary exploration model is proposed for integrating quality management with business strategy. A questionnaire was used to evaluate the framework. Study samples are from the Chinese Society for Q..
TL;DR: The Unlocking Public Value: A New Model for Achieving High Performance in Public Service Organizations as discussed by the authors is a new model for achieving high performance in public service organizations that is based on the concept of public value.
Abstract: (2007). Unlocking Public Value: A New Model for Achieving High Performance in Public Service Organizations. Quality Management Journal: Vol. 14, No. 2, pp. 43-44.
TL;DR: In this article, managing without walls: Maximizing Success with Virtual, Global, and Cross-Cultural Teams is discussed. But the authors do not consider cross-cultural teams.
Abstract: (2007). Managing Without Walls: Maximize Success with Virtual, Global, and Cross-Cultural Teams. Quality Management Journal: Vol. 14, No. 4, pp. 63-63.
TL;DR: Plaster and Alderman as discussed by the authors presented a method of using Six Sigma tools to drive their model of giving customers what they want and need through the process of customer value creation (CVC), which is expressed as an equation equaling (product + access + experience + cost).
Abstract: Beyond Six Sigma: Profitable Growth through Customer Value Creation. 2006. Gary Plaster and Jerry Alderman. New York: John Wiley & Sons, Inc. 303 pages. The notion of a customerfocused organization is not new nor is it ignored in the task of process development. Some organizations have even attempted to invert the pyramid icon used for organizations to show the customer base precariously balancing on the pyramid’s point to illustrate their commitment to the concept. Following Occam’s razor principle, however, Plaster and Alderman have chosen the simplest solution of reversing the input-output diagram to present an outside-in perspective of organizational growth. They have carefully crafted a method of using Six Sigma tools to drive their model of giving customers what they want and need through the process of customer value creation (CVC). Customer value is expressed as an equation equaling (product + access + experience – cost). The second component of their model is operational excellence, which is said to be the analytical and processbased approach to execute growth. They use nesting cubes to show the complex relationship of profitability, share of customer wallet, and number of customers in three states of time: “as is,” “could be,” and “should be.” The whole process is presented in a clever fashion that consistently reinforces the value of the author’s concept. But approaching the process of absolute customer satisfaction from this perspective is a taxing endeavor because the organization must be prepared to expand into areas that the customer deems to be of value added rather than follow one’s own instincts. The theoretical model presented in the body of the book is supported by an appendix consisting of two healthy chapters that further explain the quantifiable elements of their nesting cube measurement construct. Here they expand on the importance of creating customer value that in turn contributes to the organization. Their five-step approach on this axis of the cube allows the organization to understand and analyze customer profitability, increase custom profitability, and, most importantly, convert unprofitable customers into profitable ones. The segment on increasing the share of the costumer’s wallet promises to assist in developing an approach to expand on the products currently provided by focusing on the customer loyalty and value delivery levers coupled with finding additional products through improved cross-selling. As the numbers on these critical indicators become clearer, the ability to focus on the size of the customer base served will be important. The idea here is to analyze each opportunity for expansion of value-added service with existing and potential customers using a risk-reward matrix. The final chapter in the appendix presents a standard array of tools and techniques such as strengths, weaknesses, opportunities, and threats, and the house of quality recast into the house of value can be used in the CVC process. Plaster and Alderman have collaborated to produce a solid hypothesis focused on the importance of CVC for the modern organization. Their ideas are clearly illustrated in theory and practice in the body and appendix of their book. Time will tell if CVC usurps Six Sigma in its waning years.
TL;DR: Lam and Graham as mentioned in this paper discuss the issues of negotiating and enforcing intellectual property rights and speculating about the future of Chinese and American commercial relations and provide a road map to successful resolution of the differences, perceived or real.
Abstract: • Qundai Guanxi (nepotism) • Zhengti Guannian (holistic thinking) • Chiku Nailao (endurance) • Jiejian (thrift) • Linghe Tanpan (zero-sum negotiations) • Jiao Ta Liangshi Chuan (threatening to do business elsewhere) The remaining chapters describe the “how to” of preparing, conducting, and following up after negotiations. Each provides helpful tips on what to do and not to do to assure success in the negotiation process. Every region is not the same in China, so each of the generic pointers has to be modified for the specific office in which the negotiations take place. Part 3 illustrates each of the general areas of China and their respective cultural differences. The book’s final two parts present brief discussions of the issues of negotiating and enforcing intellectual property rights and speculating about the future of Chinese and American commercial relations. At some point a quality issue will develop that requires skillful negotiating to resolve a disagreement with a supplier, outsource producer, or customer. The insights presented in China Now by Lam and Graham will provide an excellent road map to a successful resolution of the differences, perceived or real.