Showing papers in "The Tqm Magazine in 2005"

The integration of lean management and Six Sigma

Abstract: Purpose – To eliminate many misconceptions regarding Six Sigma and lean management by describing each system and the key concepts and techniques that underlie their implementation. This discussion is followed by a description of what lean organizations can gain from Six Sigma and what Six Sigma organizations can gain from lean management.Design/methodology/approach – Comparative study of Six Sigma and lean management using available literature, critical analysis, and knowledge and professional experience of the authors.Findings – The joint implementation of the programs will result in a lean, Six Sigma (LSS) organization, overcoming the limitations of each program when implemented in isolation. A thorough analysis of the two programs provides some likely reasons why the programs alone may fail to achieve absolute perfection.Practical implications – A lean, Six Sigma (LSS) organization would capitalize on the strengths of both lean management and Six Sigma. An LSS organization would include three primary t...

Components of successful total quality management

Abstract: Purpose – According to the literature, quality management consists of a set of components: critical factors, tools, techniques and practices. The purpose of this paper is: to identify the components of total quality management (TQM), in order to make them known to managers and thus facilitate successful quality management implementation, and to show the situation of 106 ISO 9000 certified firms concerning these components.Design/methodology/approach – In order to achieve this objective, a literature review and a survey based on 106 ISO 9000 certified firms in Spain were developed.Findings – The results reflect that certified firms must develop their people orientation 1and use techniques and tools to a higher extent in order to progress towards total quality.Originality/value – The value of the paper is point out which TQM components are important to successfully implement TQM and identify the situation of these components in ISO 9000 certified firms in a particular area.

TQM implementation and students' satisfaction of academic performance

Abstract: Purpose – The aim of the study is to develop a TQM model of academic excellence and empirically establish a relationship between TQM implementation and students' satisfaction of academic performance.Design/methodology/approach – A sample of students from ISO and non‐ISO engineering institutions from South India has been taken for the study. Statistical measures like mean, t‐test, correlation and regression analysis were used.Findings – The results reflect that ISO 9001:2000 engineering institutions are moving towards the path of TQM offering better quality of educational service than the non‐ISO institutions. A relationship between the five TQM constructs and students' satisfaction of academic performance has also been established.Research limitations/implications – This study has been conducted in higher engineering education from the students' perspective only. The study is limited to the privately funded engineering institutions. Research relating to other types of institutions namely the government in...

Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry

Abstract: Purpose – A primary purpose of management and marketing strategy is to develop a competitive advantage. A competitive advantage provides customers with superior value compared with competitive offerings. Banking has traditionally operated in a relatively stable environment for decades. The purpose of the study is to theoretically and empirically develop a better understanding of quality and customer relationship management (CRM) impact on banking competitiveness.Design/methodology/approach – The paper examines the product and service quality and customer relationship factors that influence the customer selection and image of the principal banks.Findings – A bank has to create customer relationships that deliver value beyond that provided by the core product. This involves added tangible and intangible elements to the core products, thus creating and enhancing the “product surrounding”. One necessary condition for the realisation of quality and the creation of value added is quality measurement and control...

How improving quality improves supply chain management: empirical study

Abstract: Purpose – Much has already been written about the effects of ISO 9000 standards on business performance, mostly supporting the notion that implementing a standardized quality management system is beneficial. That said, no studies have been made into the impact that the implementation of these regulations has had on improvements, if any, to supply chain management (SCM). This paper aims to give an initial outline on this subject.Design/methodology/approach – Using the five strategies proposed by Chandra and Kumar in 2000 that aimed at stimulating the implementation of correct SCM, along with an empirical study carried out in nearly 400 companies certified to ISO 9000 standard, how this quality assurance standard contributes to successful SCM implementation is analysed.Findings – From the obtained results, it is interesting to point out that not only those indicators which show clear improvements in the SCM have been found but also those aspects in which the companies themselves recognize their limitations....

An exploratory study of the use of quality tools and techniques in product development

Abstract: Purpose – The exploratory paper investigates the reasons for the adoption or non‐adoption of quality tools in industry. Although quality tools such as statistical process control and failure mode effect analysis are commonly practiced in manufacturing, the same cannot be said for product development.Design/methodology/approach – We adopted a case study approach in this study, which has been found to be the more suitable approach for exploratory research. Semi‐structured interviews ranging from half an hour to one and a half hours were conducted with seven industrialists and three academics. These industrialists are R&D managers, product development managers, project managers and engineers who have been involved in new product development (NPD) in one way or another.Findings – Building on previous studies, the study identified two categories of factor affecting the adoption of quality tools: internal and external factors. User‐friendliness, usefulness, time, monetary cost, flexibility and popularity of the...

Best practices of selected Greek organizations on their road to business excellence

Abstract: Purpose – To theoretically investigate and empirically test the current status of best practices in selected Greek industrial organizations on the road to business excellence through the European Quality Award (EQA) Also to examine the extent to which Greek organizations link their efforts towards business excellence with the existing quality assurance systems and particularly with the new ISO 9000:2000 series of standardsDesign/methodology/approach – Data were collected from ten selected Greek organizations that were judged as representative They are all recipients of the European Foundation for Quality Management (EFQM) award for commitment to excellence and they are all either certified, or under certification, by the new ISO 9001:2000 quality standard The data gathering was carried out through extensive and in‐depth interviews with multiple informantsFindings – Besides the “good stories” of the EQA model implementation, the study also revealed a number of problematic areas such as: increased bure

Continuous innovation through company wide employee participation

Abstract: Purpose – The paper aims to address the failure of prevailing international management concepts to utilize the potentials of company wide employee participation in innovation, and give the reader some practical solutions and some ideas about how to exploit these potentials more efficiently.Design/methodology/approach – These solutions and ideas are developed mainly through two Norwegian action research programmes that have been carried out together with industry over a ten‐year period. The main topic of research has been to see how good practice from prevailing international management concepts like total quality management and business process re‐engineering may be integrated with good practice from the Norwegian industrial democracy tradition into a new approach to continuous innovation. A case study approach has been used.Findings – The case studies showed that a better utilization of the potentials of company wide employee participation in innovation gives efficiency as well as working environment imp...

Graph theory and matrix approach for performance evaluation of TQM in Indian industries

Abstract: Purpose – Once the decision is taken to implement total quality management (TQM) in any organization, achieving TQM is a journey. It takes significant effort over an extended period of time. Seeks to propose a TQM performance index.Design/methodology/approach – An industry TQM performance index evaluates and ranks the various industries practicing TQM for a given period of time. Uses graph theory and a matrix approach.Findings – The index is obtained from industry performance function, which is useful for identification and comparison of the different industries for their TQM performance. If the TQM evaluation is done correctly, the evaluation will present the profile of the organization to different audience, i.e. the customers, governments, other industries, funding agencies and public.Originality/value – The model suggested for evaluation presents a logical approach to rank the industries and other organization practicing TQM or other quality program.

Does soft TQM predict employees’ attitudes?

Abstract: Purpose – This study seeks to investigate the effects of soft total quality management (TQM) on employees’ attitudes within a large Malaysian semiconductor organization. Despite extensive research on “soft” TQM practices, there has not been much research this area. Therefore, the proposed model was developed with the intention of examining this relationship.Design/methodology/approach – Original research using self‐completed questionnaires, distributed to all staff within this organization, is thoroughly reported. The study sample consisted of 230 employees, resulting in a response rate of 76.6 percent. Data were analyzed by the latest version of SPSS, employing correlation and multiple regression analysis.Findings – The results revealed that employees' perceptions of soft TQM significantly relate to employees’ attitudes with those perceiving a greater degree of awareness of soft TQM exhibiting more positive reactions towards job involvement, career satisfaction and organizational commitment. It is also f...

Managing change: quality‐oriented design of strategic change processes

Abstract: Purpose – The continuous change with which companies are faced, requires an approach to implement the necessary changes to the organization's structure. Existing approaches represent sequential procedures, which do not meet the requirements to deal with the characteristics of continuous change. Furthermore, existing models for managing change only state what has to be done but do not explain how it can be done. Aims to remedy these shortcomings.Design/methodology/approach – Based on existing models and on the criteria of the EFQM model, a control loop for the management of strategic change processes was developed. A quality gate concept was defined to measure the performance of the change process by measurements at the quality gates after each phase of the process.Findings – The integrated methodologies and tools were validated in projects with various companies and adapted to practical needs.Research limitations/implications – A crucial point for the presented procedural model is the applicability of the...

An AHP‐based study of TQM benefits in ISO 9001 certified SMEs in Trinidad and Tobago

Abstract: Purpose – This paper empirically determines the extent to which the criteria of total quality management (TQM) are achieved in ISO 9001 certified small‐ and medium‐sized enterprises (SMEs) in Trinidad and Tobago (T&T). These criteria represent the attributes of TQM and as such one can equate these to the benefits of TQM that are achieved through ISO in SME. In addition, weaknesses are highlighted to which scarce resources could be parsimoniously allocated.Design/methodology/approach – The analytic hierarchy process (AHP) methodology is used to determine the percent weightings of four categories of performance criteria that were identified via a review of quality management literature. These criteria constitute four stages of TQM implementation including top management commitment (TMC), gap analysis (GA), systems deployment (SD) and continual improvement (CI). A process model together with an AHP framework using these categories of criteria is proposed. An empirical analysis of the criteria of each stage u...

How HR professionals drive TQM: a case study in an Indian organization

Abstract: Purpose – The main objectives of the present research were to: look at the strategic role‐played by the HR professionals at various stages of TQM implementation; identify precisely how do they operate as internal consultants; study the interface between HRD and other departments to support TQM; and uncover various human resources challenges associated with TQM implementation in the sample organization.Design/methodology/approach – Data were collected both from the primary and secondary sources. The secondary data had been retrieved from the sources like the files, records, and documents, Annual Reports of the Company. Nevertheless, the analysis made is primarily based upon findings of the structured interview held with the senior executives of the HRD and Personnel Department, TQM‐ISO Cell, and other Supporting Departments, and trade unionist leaders.Findings – The study finds out that the HR professionals helped out the top management in aligning HR and quality policies; formulating quality friendly poli...

TQM: terrific quality marvel or tragic quality malpractice?

Abstract: Purpose – Total quality management has seen a tremendous rise of popularity in the 1980s and 1990s. Aims to question the effectiveness, utility and use of TQM among many people – practitioners, as well as academics.Design/methodology/approach – Discusses the lack of common interpretations of TQM based on literature study. The answer to the question whether TQM is a marvel or malpractice depends on several factors, for instance, in what kinds of organizations TQM is applied, what interpretation of TQM is made, and what input the theorists and practitioners have, i.e. their earlier environment, culture and values. Often respondents and opponents use the same word but mean different things.Findings – TQM should not be rejected as a whole if one or even, many applications fail. TQM should, however, be applied with considerable consideration of the specifics of the target organization, the purpose of the organization, and the purpose of applying TQM.Originality/value – The paper emphasizes the lack of common i...

Total quality management: The need for an employee‐centred, coherent approach

Abstract: Purpose – The core principles of total quality management (TQM) are considered to be incompatible with the traditional mechanistic way of organizing. It is believed that this constitutes a major reason for failed TQM programs: attempting to introduce its principles with the traditional mindset. Additionally, initiatives to change behaviour often fail due to the fact that no concurrent attention is given to the coherence and consistency of those macro‐organizational variables determining behaviour. These two primary reasons for TQM failures are the subject of this discussion.Design/methodology/approach – From the perspective of TQM, the importance of a human‐centred approach to organizing is argued. The human‐centred approach to organizing fundamentally offers the possibility of aligning human interests with organizational interests. Rather than depersonalisation of work, with the possible danger of alienation, work offers possibilities for self‐realization and self‐development. This is considered to be th...

Organizational structure for customer‐oriented TQM: an empirical investigation

Abstract: Purpose – The purpose of this paper is to identify the organizational structure that supports the implementation of customer‐oriented total quality management (TQM).Design/methodology/approach – Quality management has been developing through the interactive efforts of managers, academicians, and consultants. This paper surveys these groups of experts about the structure that supports the implementation of customer‐oriented TQM. A questionnaire including items related to TQM structure is developed. Respondents are asked to indicate to what extent the items support or impede the implementation of customer‐oriented TQM. Responses are analyzed to determine the dimensions of the instrument. Then, one‐sample t‐tests are used to determine which of the resulting dimensions support this implementation. Finally, ANOVA is used to determine the impact of the jobs of the experts and their nationalities on their perceptions of the role of the structural dimensions.Findings – Factor analysis resulted in seven dimensions...

The application of business process reengineering in the UK

Abstract: Purpose – The purpose of this research was to identify the key factors for success of business process reengineering (BPR) applications in the UK‐based companies.Design/methodology/approach – A questionnaire survey was used to gather primary research data from the UK‐based companies that have applied BPR to investigate the triggers for BPR, identify the main barriers, and enable the authors' to propose key factors for success.Findings – The survey found that the main reasons for applying the technique were external competitive pressures, internal cost reduction, and productivity improvements. The main barriers to successful implementation were reported as tactical short‐term solution driven approaches, which inadequately considered the people issues, and an over reliance on IT‐based technology. It is proposed that the factors for success include adopting a strategic approach, which prioritises business processes for BPR projects. This should include the establishment of appropriate company‐wide targets an...

Effects of reengineering on the employee satisfaction‐customer satisfaction relationship

Abstract: Purpose – This paper seeks to examine the correlations between measures of employee satisfaction and customer satisfaction before and after a major process reengineering initiative.Design/methodology/approach – Data were collected in 130 branches of a large financial services organization using employee and customer surveys.Findings – Scores on some employee satisfaction factors were predictive of customer satisfaction at both time periods. Other employee satisfaction factors were found to have a stronger relationship with customer satisfaction in one period but not both.Research limitations/implications – This study needs to be replicated to determine the generalizability of the findings.Practical implications – Work demands which probably increased due to the reengineering initiative were predictive of customer satisfaction following the reengineering effort.Originality/value – Organizations need to consider the effects of organizational changes in their efforts to provide high quality customer service.

Analysis of roles of IT on quality management

Abstract: Purpose – The purpose of this paper is to present results of a research conducted to test the method developed by Ang et al. in a different environment and setting.Design/methodology/approach – To conduct this study the approach developed by Ang et al. was used to examine the accrued benefits of using information technology (IT) in quality management. The interview and questionnaire method was mostly used; however, direct observation and archival records data collection were also used to extract more precise data towards a better conclusion. The focus was on the analysis of the use of IT on enhancing quality awareness, improving product quality, and reducing quality‐related costs.Findings – The findings of the study show that the introduction of IT on quality management has contributed greatly to the enhancement of quality awareness, in the improvement of product quality and in the reduction of quality costs.Practical implications – The research shows the importance of the existence of the right environme...

Implications of business ethics for quality management

Abstract: In the academic world research in the fields of quality management and business ethics are often separated. One reason for this is that the origins are very different; business ethics stemming from philosophy while quality management has developed from management studies. With the present developments in both fields there are strong reasons to link the disciplines. In both quality management and business ethics it is common practice to discuss issues of responsibility. Does this imply that both disciplines are reflecting the same topics? This article is an attempt to clarify the links between quality management and business ethics in order to show what quality management can learn from insights out of the field of business ethics.

Strategic quality management for the construction industry

Abstract: Purpose – As the key to value creation, construction firms should treat quality as a strategic issue. However, strategic quality management (SQM) is still a relatively new concept for construction firms. This paper aims to examine the application of the strategic treatise, Sun Tzu's Art of War with SQM in the construction industry.Design/methodology/approach – Two sets of 20 statements each from SQM principles and Sun Tzu's Art of War were identified. A pilot survey and a questionnaire survey of construction project managers in Singapore were conducted to establish the relative ratings as well as correlations in the rankings of these two sets of statements.Findings – The findings suggested that Sun Tzu's Art of War appears relevant for SQM thinking and practices for construction where appropriate lessons may be drawn.Research limitations/implications – There are, however, limits to the analogy between war and construction. Warfare represents an extreme situation that demands exceptional responses, espiona...

The origins and development of quality initiatives in American business

Abstract: Purpose – Seeks to examine the origins and development of quality initiatives in US business.Design/methodology/approach – Reviews and discusses the literature and history pertaining to quality initiatives in US business, with particular reference to the reconstruction of Japanese industry following the Second World War.Findings – The real beginnings of “quality initiatives” in the USA came after W. Edwards Deming, Joseph Juran, and others returned from Japan in the late 1950s. These men and their colleagues had answered a call from the US Government to assist in the reconstruction of Japanese industry following the Second World War. Their techniques and methodologies had raised the industrial output of Japan to heights not previously envisioned.Originality/value – Examines current quality initiatives in a fresh light by reviewing their origins and history.

Benchmarking on managerial practices: a tool for SMEs

Abstract: Purpose – Literature and practice highlight the need to stimulate processes of qualitative growth in SMEs. The aim of the research presented in this paper is to identify a type of benchmarking and a benchmarking tool which can support the qualitative growth of these companies.Design/methodology/approach – During the study, literature review and empirical research had been carried out and further information was gathered by means of workshops and interviews to experts. Finally, the achieved results were tested on a sample of eight Italian SMEs.Findings – Approaches to benchmarking were reviewed and classified; synthetic benchmarking based on managerial practices was chosen as the most appropriate approach to stimulate improvement and qualitative growth in SMEs; moreover a tool for synthetic benchmarking on managerial practices tool was developed.Practical implications – The research has practical implication; it provides SMEs with adequate tool and methodology able to support the development of management ...

Corporate ethics in TQM: management versus employee expectations and perceptions

Abstract: Purpose – The objective of this research is to develop and describe a conceptual framework of corporate ethics in total quality management (TQM). Design/methodology/approach – The research is based on a summarised in-depth and longitudinal case illustration. The summarised case describes corporate ethics in an intra-corporate relationship. Findings – TQM requires human resources and failing to care for them will affect accordingly the success of TQM. The case description illustrates the evolution of management versus employee expectations and perceptions of corporate ethics. It has an emphasis on the human resources of a company that strives towards TQM. As the quality of corporate ethics decreases the outcome of TQM is also affected (i.e. directly or indirectly). The case is initialised in an atmosphere of management and employee optimism and positivism of corporate ethics, which is a requisite from both parties in order to ensure prosperous TQM. The successive change towards pessimism and negativism of corporate ethics in the intra-corporate relationship concludes the in-depth case description. Research limitations/implications – Four parameters of corporate ethics are used to incorporate corporate ethics into TQM, namely management versus employee expectations and perceptions. Internal corporate quality management should always be regarded as dependent upon the achieved equilibrium between management and employee perceptions. It is also dependent upon the derived equilibrium between management and employee previous expectations. Practical implications – An important insight of this research is that TQM requires the continuous attention to the management versus employee expectations and perceptions inherent in corporate ethics of internal business operations. Furthermore, corporate ethics is complementary to business ethics. Originality/value – The case description has shown that TQM may be running well and accomplishing the hard goals. However, TQM is not only about figures, profits and costs. It is also a business approach that should penetrate all activities inside and outside that are related to the company, including the soft issues.

A model for starting up and implementing continuous improvements and work development in practice

Abstract: Purpose – The purpose of the paper is to evaluate and further develop a model created to start‐up the implementation of continuous improvements (CI) and work development (WD).Design/methodology/approach – The model is evaluated through action research at two different Swedish companies.Findings – The study indicates that companies using the model can be successful in the start‐up of CI and WD and that the model creates opportunities to go further in both CI and WD issues. The study emphasizes the idea that facilitators are important for starting up and initiating a change in behaviour. The results also indicate the need for structural changes and a more profound competence in WD and coaching among managers to further develop a successful combination of CI and WD.Originality/value – The study shows that it is harder to implement daily CI activities in the administrative parts then at the shop floor.

Leadership performance in TQM: a contingency approach

Abstract: Purpose – The objective is to describe and conceptualize leadership performance in total quality management (TQM).Design/methodology/approach – A contingency approach to leadership performance in TQM is undertaken.Findings – Contingency models of leadership performance in TQM are introduced. Principal parameters in these models are timely contextual accuracies – as well as they contain foresight versus improvidence accuracies – of TQM. A contingency process of leadership performance accuracy in TQM is also introduced. The accuracy parameters are linked by a process accuracy zone. It serves as a descriptive tool of leadership performance. Finally, a typology of leadership performances in TQM is conceptualised.Research limitations/implications – Generally, this paper is restricted to the core values of TQM, in which a set of core values unites the descriptions of TQM. In particular, this paper is limited to the core value of leadership/management commitment. An important area of further research is to exami...

Robust PID controllers by Taguchi's method

Abstract: Purpose – The aim of the paper is the fine‐tuning of proportional integral derivative (PID) controllers under model parameter uncertainties (noise).Design/methodology/approach – The fine‐tuning of PID controllers achieved using the Taguchi method following the steps given: selection of the control factors of the PID with their levels; identification of the noise factors that cause undesirable variation on the quality characteristic of PID; design of the matrix experiment and definition of the data analysis procedure; analysis of the data; decision regarding optimum settings of the control parameters and predictions of the performance at optimum levels of control factors; calculation of the expected cost savings under optimum condition; and confirmation of experimental results.Findings – An example of the proposed method is presented and demonstrates that given certain performance criteria, the Taguchi method can indeed provide sub‐optimal values for fine PID tuning in the presence of model parameter uncer...