The Tqm Journal 

About: The Tqm Journal is an academic journal published by Emerald Publishing Limited. The journal publishes majorly in the area(s): Total quality management & Quality (business). It has an ISSN identifier of 1754-2731. Over the lifetime, 1059 publications have been published receiving 22906 citations. The journal is also known as: Total quality management journal.

Defining lean production : some conceptual and practical issues

Abstract: Purpose – The purpose of this paper is to investigate the definition of lean production and the methods and goals associated with the concept as well as how it differs from other popular management ...

Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece

Abstract: Purpose – The purpose of this paper is to investigate crucial factors that lead to customer loyalty in the mobile telephony sector in Greece, namely service quality and customer satisfaction. Furthermore, the mediation effect of customer satisfaction on the service quality and customer loyalty relationship is also to be examined.Design/methodology/approach – Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. The main research target sample consisted of residential non‐business mobile phone users in Greece. Reliability tests and statistical analyses were performed to both confirm scale validity and reliability and answer the research questions.Findings – Customer service, pricing structure and billing system are the service quality dimensions that have the more significant positive influence on customer satisfaction, which in turn has a significant positive impact on customer loyalty. The mediation role of customer satisfaction on the se...

TQM practices and quality management performance

Abstract: Purpose – The purpose of this paper is to explore the relationship between total quality management (TQM) practices and quality performance with special emphasis on ISO 9001:2000 certified manufacturing organizations in Malaysia.Design/methodology/approach – The empirical data was drawn from 122 ISO 9001:2000 certified manufacturing organizations in Malaysia. The data were analyzed using correlation and multiple regression analyses.Findings – The findings revealed that TQM practices were found to be partially correlated with quality performance of the Malaysian ISO 9001:2000 certified manufacturing organizations. It is also found that where customer focus and continual improvement were perceived as dominant TQM practices in quality performance.Research limitations/implications – This research paper was limited by excluding non‐ISO 9001:2000 certified organizations in the selection of manufacturing firms in Malaysia, making this a possibly biased selection, which might not adequately represent the Malaysia...

The structural relationships between TQM factors and organizational performance

Abstract: Purpose – The purpose of this paper is to determine the relationships between the total quality management (TQM) factors and organizational performance.Design/methodology/approach – A research project was carried out in 370 Greek companies, using the questionnaire method. Exploratory and Confirmatory Factor Analysis were applied to assess the measurement model reliability and validity. The relationships between the latent constructs were examined through Structural Equation Modelling.Findings – The TQM factors revealed by the study were the quality practices of the top management, employee involvement in the quality management system, customer focus, process and data quality management and quality tools and techniques implementation. According to the findings, these factors significantly affect the companies' performance with respect to their internal procedures, customers, market share and the natural and social environment.Research limitations/implications – The subjective data being dependent on the pe...

What does GRI‐reporting tell us about corporate sustainability?

Abstract: Purpose – The purpose of this paper is to discuss what the business contribution to sustainable development is (or should be) and to propose criteria for assessing corporate sustainability. These criteria are applied for the analysis of Global Reporting Initiative (GRI)‐reports of five major cement manufacturers. This will result in a discussion if GRI‐based sustainability reports really contain the information needed for judging corporate sustainability.Design/methodology/approach – Starting from a literature review of common definitions and principles, the main criteria of corporate sustainability were developed and a set of evaluation criteria for analyzing sustainability reports was proposed. Definitions and principles from concepts such as eco‐efficiency, triple‐bottom‐line, the natural step and stakeholder value were considered. Using these criteria analysis was made of the GRI‐based sustainability reports of five major cement manufacturers in order to find out to what extent the reports really addr...