Showing papers in "The Quality Management Journal in 2008"
TL;DR: In this article, a model with associated metrics was developed to examine the relationship between service quality, food quality, price/value, customer satisfaction, and behavioral intentions in fast food restaurants.
Abstract: A model with associated metrics is developed to examine the relationship between service quality, food quality, price/value, customer satisfaction, and behavioral intentions in fast food restaurants. Confirmatory factor analysis and structural equation..
156 citations
TL;DR: The multidimensional model of quality attributes known as Kano' theory of attractive quality has over the past twenty year gained increasing acceptance among academics and practitioners alike as mentioned in this paper, and it has become a popular model for quality attributes.
Abstract: The multidimensional model of quality attributes known as Kano' theory of attractive quality has over the past twenty year gained increasing acceptance among academics and practitioners alike. Howe ...
136 citations
TL;DR: In this article, the authors present the SERVQUAL and other measures have been used in the past to measure and improve service quality in the US and Europe, and the authors suggest that organizations must offer services that not only satisfy their customers, but delight them.
Abstract: To remain competitive in today's business climate, organizations must offer services that not only satisfy their customers, but delight them. SERVQUAL and other measures have been used in the past to measure and improve service quality in the US and Eu..
104 citations
TL;DR: In this paper, the authors provide seven standard project definitions (generic templates) to facilitate the process of defining Lean Six Sigma (LSS) projects in finance, because the lack of a clear definition is an important cause of project failure.
Abstract: Lean Six Sigma (LSS) is applied in financial service organizations to improve operational efficiency and effectiveness. LSS prescribes that these improvements are designed and implemented by projects. The purpose of this article is to facilitate the process of defining LSS projects in finance, because the lack of a clear definition is an important cause of project failure. The authors' strategy is to provide seven standard project definitions (generic templates). Project leaders can use these templates as an example and as a guide in the definition phase. This will help them to formulate crystal clear project definitions that have explicitly stated goals and a solid business rationale. In this article, the authors will discuss these seven generic categories and show how this simple categorization and subsequent standardization of approaches can help LSS teams simplify the definition phase.
47 citations
TL;DR: In this paper, the psychological mechanisms of employee quality-related behavior are explained, and a new quality climate measure is presented, and data collected in a food plant support the hypotheses that the quality-sensitive behavior of employees is correlated with the quality of the food.
Abstract: [This abstract is based on the author's abstract.] The psychological mechanisms of employee quality-related behavior are explained, and a new quality climate measure is presented. Data collected in a food plant support the hypotheses that the quality-..
43 citations
TL;DR: A new instrument, SERVCESS, which is based on elements of SERVQUAL and several information success variables, was evaluated to determine how effectively it measures information service quality and success within the library environment and indicates that service quality is an important factor in success.
Abstract: A model is proposed that demonstrates how information service quality is associated with success. In order to compare information service quality to other variables believed to affect its success, SERVCESS, an instrument based on elements of SERVQUAL, ..
41 citations
TL;DR: In this paper, the authors present selected findings from a major international study focusing on how business excellence (BE) awards are administered across nations, and present findings from the study's methodology.
Abstract: This article shares selected findings from a major international study focusing on how business excellence (BE) awards are administered across nations. In this article, the authors present findings...
30 citations
TL;DR: In this paper, researchers at the University of Northern Colorado collaborated with practitioners in high-performance organizations to develop a research agenda that addresses the needs and interests of both groups, based on the authors' abstract.
Abstract: [This abstract is based on the author's abstract.] Researchers at the University of Northern Colorado collaborated with practitioners in high-performance organizations to develop a research agenda that addresses the needs and interests of both groups...
29 citations
TL;DR: In this paper, a quantitative study conducted in an engineering firm developing advanced total quality management practices examines how design variables help improve team effectiveness and results show that this management philosophy has created a set of values that ha..
Abstract: A quantitative study conducted in an engineering firm developing advanced total quality management practices examines how design variables help improve team effectiveness. Results show that this management philosophy has created a set of values that ha..
25 citations
25 citations
TL;DR: It has been found that most of the firms find it easier to set standards than to improve further, and firms must strive to continuously improve in order to gain financially from CMM implementation.
Abstract: The operating elements of various levels of the capability maturity model (CMM) and indicators of organizational performance (IOPs) in the Indian software industry are examined. The levels of CMM act as critical factors (CFs) which are the input variab..
TL;DR: In 1954, Joseph M. Juran gave a series of lectures to Japanese industry executives and middle managers as mentioned in this paper, and these lectures, and those given by W. Edwards Deming in 1950, are considered seminal contribution.
Abstract: [This abstract is based on the author’s abstract.] In 1954, Joseph M. Juran gave a series of lectures to Japanese industry executives and middle managers. These lectures, and those given by W. Edwards Deming in 1950, are considered seminal contribution..
TL;DR: Patterson and Switzler as discussed by the authors presented a method of toning down every human's physiologically driven defense mechanism that releases adrenaline into one's body when it is threatened, which translates into a flight or fight response.
Abstract: Crucial Conversations: Tools for Talking When Stakes Are High. 2002. Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler. New York: McGraw-Hill. 240 pages. Crucial Conversations is a stellar publication that should be included in every manager’s personal library because of its unique insight into improving communication between individuals under stressful conditions. The authors present a method of toning down every human’s physiologically driven defense mechanism that releases adrenaline into one’s body when it is threatened, which translates into a flight or fight response. By sublimating this response they show how a person can interject more information into the conversation, which they refer to as “the pool of shared meaning,” in order to make better choices. This carefully crafted book leads the reader through a personal self-discovery process that is both insightful and informative. Just being aware of the tools the authors unfold for the reader in this gripping book will broaden the mechanism one has to deal with stressful situations. Actually incorporating them into some of the many encounters with others who trigger the flight or fight response will certainly improve the quality of life everyone is seeking in the long run. The book presents an interesting feature that allows readers to tailor it to themselves. After it introduces the concept of dealing with crucial conversations, a self-scoring trueand-false instrument is presented to help identify the tactics the reader typically uses to approach risky conversations. Scoring is easy; however, using the online version at www.crucialconversations.com/sus is quicker, but one does have to register with VitalSmarts, the author’s consulting firm first (it is free). The results will not only tell which of the six styles under stress matches the responses entered, but they are also keyed to the subsequent chapters of the book that are most germane to the traits identified as needing improvement. The six styles under stress are portrayed as a chart, with silence (flight) and violence (fight) as column headings. Masking, avoiding, and withdrawing fall under silence, and controlling, labeling, and attacking fall under violence. Chapter 7 “STATE My Path: How to Speak Persuasively, Not Abrasively” is an example of the response that one can expect in any chapter that could be found in the book. STATE is an acronym for: Share your facts, Tell your story, Ask for others’ paths, Talk tentatively, and Encourage testing. The first three skills describe what to do. The last two tell how to do it. (p. 124) Each point is fully explained and, more important, it is supported by an example that includes the dialogue that might be used in a stressful encounter in which the STATE concepts could be used. Crucial Conversations is a classic book that has not been surpassed in the six years it has been in print. It was recognized as such when it was first published and for several years thereafter. It continues to pop up on the reading and discussion book lists of organizations.
TL;DR: In this article, Crucial Conversations: Tools for Talking When Stakes are High is presented. But it is not a tool for managing conversations in the presence of high stakes.
Abstract: (2008). Crucial Conversations: Tools for Talking When Stakes Are High. Quality Management Journal: Vol. 15, No. 1, pp. 78-78.
TL;DR: In this paper, a business school determined the needs and wants of their customers, the employers of their MBA students, using qualitative data, when combined with quantitative data, may be used to understand customer requirements.
Abstract: It is demonstrated that qualitative data, when combined with quantitative data, may be used to understand customer requirements. The study focuses on how a business school determined the needs and wants of their customers, the employers of their MBA gr..
TL;DR: In this article, the relationship between product liability claims and effective quality control programs is discussed, and the authors suggest that companies should pay close attention to the relationship and pay attention to how effective QC programs are properly implemented.
Abstract: Companies should pay close attention to the relationship between product liability claims and effective quality control programs. Suits are generally filed under three categories: negligence, breach of warranty, or tort liability. Properly implemented ..
TL;DR: In this article, a comparison is made of research productivity and teaching relevance in Association to Advance Collegiate Schools of Business (AACSB) accredited and non-ACSB accredited four-year business schools in the US.
Abstract: [This abstract is based on the author’s abstract.] A comparison is made of research productivity and teaching relevance in Association to Advance Collegiate Schools of Business (AACSB) accredited and non-AACSB accredited four-year business schools in ..
TL;DR: In this article, a series of cross-functional cause-and-effect relationships have been introduced for balanced scorecards, which have been proved time and again to be effective when properly applied.
Abstract: series of cross-functional causeand-effect relationships. Without it the balanced scorecard is simply a random group of measures that inform management of the status of something that is unfocused and may have little or no relationship to achieving its vision. The final chapter is the shortest, being just one and a half pages. Smith promises that the techniques and processes introduced have been proved time and again to be effective when properly applied. He concludes by wishing the reader good luck with implementation of these principles. Considering Smith’s analytical background (bachelor’s degree in mathematics and statistics) one would have hoped for a stronger closing than that!
Journal Article•
TL;DR: In this paper, a four-year study observed eight operating divisions of a large manufacturing company as they adopted quality practices endorsed by corporate headquarters, and the divisions were judged based on the level of quality.
Abstract: [This abstract is based on the author’s abstract.] A four-year study observed eight operating divisions of a large manufacturing company as they adopted quality practices endorsed by corporate headquarters. The divisions were judged based on the level..
TL;DR: In this article, the interactions between individual managerial variables and the level of quality performance were studied in hospitals in New York State, and it was shown how quality performance, measured as the risk-adjusted..
Abstract: Little research has been done in hospitals on the interactions between individual managerial variables and the level of quality performance. Using data from hospitals in New York State, it is shown how quality performance, measured as the risk-adjusted..
TL;DR: Heath and Heath as mentioned in this paper proposed a model based on ability and motivation to influence people to make a change, which is based on three different levels for each domain: the personal (individual-psychology), the social (group-social psychology), and the structural (environment-organizational theory) of the situation.
Abstract: best-selling book on influence and conflict resolution, their latest entry lacks the “oomph” of their previous work. The model is based on two domains: ability and motivation. The authors also looked at three different levels for each domain: the personal (individual–psychology), the social (group–social psychology), and the structural (environment– organization theory) of the situation. Thus, if one wants to influence people to make a change, there are six basic loci for change input: individual ability (such as skill training), individual motivation (for example, incentives), group ability (for example, increase networking), group motivation (such as modeling and healthy competition), environmental assets (for example, make the necessary components more readily available), and environmental feedback (for example, improve the consequence system for success and for failure) (p. 77-78). To explain how the model works the authors use a handful of examples to illustrate what they mean. They keep returning to these examples, and the reader gets to know them well. The two best are Dr. Mimi Silbert’s highly successful Delancey Center in California, where paroled felons are helped to become employed, law-abiding, drug-free citizens; and Don Hopkins and Kelly Callahan’s work with the Carter Center’s efforts to eradicate a horrible parasitic infection that was once widespread in Africa and Asia, called the guinea worm. Others include Alberto Bandura (cognitive psychology), Miguel Sabido (Mexican TV producer), Ethan Reid (identifying vital behaviors), Dr. Donald Berwick (preventing medical mistakes), and the work of psychologist Stanley Milgram, who studied responses to authority figures. A small inconsistency was noted in the presentation of data supporting the personal motivation element of the influence model related to aversion to Chinese food by World War II veterans who had experienced frequent and heavy close-quarter combat in the South Pacific. The citation for this was Brian Wansink’s work concerning classical conditioning published in his book Mindless Eating (p. 88). In this book, Wansink references (p. 255) his source as “How Combat Influences Unfamiliar Food Preferences: Do Marines Eat Japanese Food?” Both Wansink, the authors of Influencer, and perhaps the Marines seem to have accepted that Chinese food and Japanese food are the same. Another concern is that little of the book’s content is truly original. Made to Stick: Why Some Ideas Survive and Others Die by Chip Heath and Dan Heath could be substituted for a good portion of chapter 3 (QMJ vol. 14, no. 4). The authors do not directly present their own findings beyond doing their extensive literature search and recanting some interviews they conducted. Nor do they provide proof that their model actually works. The book generally quotes from the experiences of others and fits their successes into parts of their model. This approach does not convincingly offer evidence that it can provide the power to change. At the end of each chapter is a summary of the concepts covered in the chapter, making it easy to assimilate what one just read. These summaries, however, gloss over highly meaningful details, so one does have to read the entire book to fully understand them. The authors’ Web site (www.influencerbook.com) also offers two tools (influencer assessment and influencer worksheet) that can help in the understanding and application of the material. Influencer fails to rise to the imposing bar set by the authors’ Crucial Conversations.