Showing papers in "The Tqm Magazine in 2006"
TL;DR: In this paper, the authors analyze the principles and results of lean production and compare the lean production philosophy with the six sigma quality process and the principles of total quality management (TQM).
Abstract: Purpose - The authors analyze the principles and results of lean production and compare the lean production philosophy with the six sigma quality process and the principles of total quality management (TQM). At the end of the paper, it is discussed how to build the necessary company culture for having success with these principles/management philosophies. Design/methodology/approach - Literature search and comparative analysis complemented with a Danish case on wastage in a core process. Findings - It is shown that the lean production philosophy and the six sigma steps are essentially the same and both have developed from the same root - the Japanese TQM practices. The improvement process from six sigma, the DMAIC process, can be regarded as a short version of the Quality Story, which was developed in Japan in the 1960s as a standard for QC-circle presentations. We conclude that the roadmaps of lean production and six sigma quality are examples of new alternative TQM roadmaps. We also conclude that especially with lean production and six sigma quality there seems to be too much focus on training people intools and techniques and at the same time too little focus on understanding the human factor, i.e. how to build the right company culture. Originality/value - The detailed and historical analysis of six sigma quality, lean production and TQM combined with a focus on the human factor and the needed corporate culture. © Emerald Group Publishing Limited.
695 citations
TL;DR: The next generation of quality management techniques, including total quality management (TQM), six sigma and lean, will be applied to the supply-side of the food and beverage industry.
Abstract: Purpose – During the last decades, different quality management concepts, including total quality management (TQM), six sigma and lean, have been applied by many different organisations. Although m ...
511 citations
TL;DR: TQM had the most effect on process management, focus on customers and leadership and management and less effect on focus on suppliers, performance results, strategic planning and focus on material resources.
Abstract: Purpose – The purpose of the paper is to determine the impact of cultural values on the success of TQM implementation in Isfahan University Hospitals (IUHs), Iran, 2004.Design/methodology/approach – In this paper survey questionnaires were used to elicit responses from hospital managers and employees. Data collected included the characteristics of organizational culture in IUHs and the degree of TQM success and its implementation problems in these hospitals.Findings – The paper finds that TQM success in IUHs was medium. Implementation of TQM was very low, low, medium and highly successful respectively in 16.7, 16.7, 58.3 and 8.3 percent of hospitals. TQM had the most effect on process management, focus on customers and leadership and management and less effect on focus on suppliers, performance results, strategic planning and focus on material resources. Human resource problems, performance appraisal and strategic problems were the most important obstacles to TQM success respectively. A total of 75 and 25...
296 citations
TL;DR: In this paper, the authors examined the impact of total quality management practices on employees' work-related attitudes, such as job involvement, job satisfaction, career satisfaction, and organizational commitment.
Abstract: Purpose – The purpose of this paper is to examine the impact of total quality management (TQM) practices on employees' work‐related attitudes, such as job involvement, job satisfaction, career satisfaction, and organizational commitment.Design/methodology/approach – The paper proposes and tests 16 hypotheses on the relationship between TQM practices and work‐related attitude.Findings – The results indicate that training and education have a significant positive effect on job involvement, job satisfaction, and organizational commitment. Empowerment and teamwork significantly enhance job involvement, job satisfaction, career satisfaction, and organizational commitment. Continuous improvement and problem prevention significantly enhance job satisfaction and organizational commitment. Customer focus does not contribute to job involvement, job satisfaction, career satisfaction, or organizational commitment.Research limitations/implications – The study was unable to evaluate the wider dimensions of TQM practice...
262 citations
TL;DR: In this paper, the authors used the academic literature to establish a satisfaction model for higher education employees, which is divided into six dimensions: organisation vision, respect, result feedback and motivation, management system, pay and benefits, and work environment.
Abstract: Purpose – Most studies on higher education focus on students as customers, and evaluate student levels of satisfaction/dissatisfaction with their programs, while generally neglecting teacher work satisfaction. Thus, this study evaluates how employee dissatisfaction with various investment items determines the improvement priority.Design/methodology/approach – This study used the academic literature to establish a satisfaction model for higher education employees. The model is divided into six dimensions: organisation vision, respect, result feedback and motivation, management system, pay and benefits, and work environment. Using a questionnaire based on the model, 248 teachers were surveyed to investigate and analyze their importance‐satisfaction level. The importance‐satisfaction model (I‐S model) was then applied to place each quality attribute into the I‐S model, and thus determine the improvement strategy.Findings – The analytical results showed that higher education employees focus on high salaries a...
250 citations
TL;DR: This literature review examines the scale development studies and the TQM effect versus performance measurement studies between 1989 and 2003 to identify and propose a list of few vital critical success factors (CSFs) of total quality management (TQM) for the benefit of researchers and industries.
Abstract: Purpose – The purpose of this literature review is to identify and propose a list of few vital critical success factors (CSFs) of total quality management (TQM) for the benefit of researchers and industries.Design/methodology/approach – Even though there has been a large number of articles published related to TQM in the last few decades, only a very few articles focused on documenting the CSFs of TQM using statistical methods. The main objective of this literature review is to investigate and list the CSFs of TQM according to the descending order of frequencies of occurrences. The domain of review is the scale development studies and the TQM effect versus performance measurement studies. The review period is between 1989 and 2003. Rigorous statistical reliability tests and validity tests were conducted during these studies to factorize the CSFs and hence these studies were chosen for the literature review. Finally, the quality tool “Pareto analysis” was used to sort and arrange the CSFs according to the ...
240 citations
TL;DR: In this paper, the authors reviewed and compared six sigma and the lean organisation approaches to process improvement and found that they can be effectively combined into one system and proposed a holistic approach for combination and compatibility.
Abstract: Purpose – The purpose of the paper is to review and compare six sigma and the lean organisation approaches to process improvement. The basis for combination and compatibility is evaluated and a holistic approach proposed.Design/methodology/approach – The examination is based on the author's extensive practical consulting and training experience with diverse six sigma, lean and business process improvement programmes in numerous companies across Europe and worldwide, as well as theoretical development of his previous published work.Findings – The paper contends that the current literature on the compatibility and combination of six sigma and lean is limited and disappointing when examined for a common model, theoretical compatibility or mutual content or method, but that they can be effectively combined into one system.Research limitations/implications – The study is experience‐based and not supported by a specific‐quantitative investigation.Practical implications – Companies pursuing six sigma and lean im...
225 citations
TL;DR: In this paper, the authors conducted an empirical study on high-tech firms, in order to analyse the impacts of human resources management practices on the implementation of TQM, and developed a research framework related to HRM practices.
Abstract: Purpose – The perceived advantages of the implementation of TQM are generating improved quality and efficiency, increasing customer satisfaction, thus improving competitiveness. However, there is a high failure rate in the implementation of TQM. The key issue in this regard is that companies have devoted relatively little attention to human resources management (HRM). Several academics and practitioners have asserted that synergy and congruence among HRM practices are critical to the implementation of TQM. However, there is relatively little empirical evidence to support this contention. The purpose of this research is to conduct an empirical study on high‐tech firms, in order to analyse the impacts of HRM practices on the implementation of TQM.Design/methodology/approach – In this study, a research framework related to HRM practices, TQM practices, and quality performances was developed. Based on the framework, a questionnaire was designed and sent to the HR managers or chief executive officers (CEOs) of...
188 citations
TL;DR: In this article, the balanced scorecard (BSC) is used for performance evaluation as a strategic management tool in the Taiwanese higher education sector and five major strategic themes are constructed, including an adequate financial structure, an accord with customer expectations, an excellent learning environment, organisational learning and management, and high quality staff.
Abstract: Purpose – The Taiwanese higher education sector is presently facing a significant challenge with regard to supply and demand. The purpose of this paper is to examine how, in this scenario, the balanced scorecard (BSC) can be used for performance evaluation as a strategic management tool.Design/methodology/approach – This study is based on a case study that should carry appropriate mission and vision. With the existing resources and targets, five major strategic themes are constructed, including an adequate financial structure, an accord with customer expectations, an excellent learning environment, organisational learning and management, and high quality staff.Findings – To achieve strategic themes it is necessary to propose specific and effective strategic targets. To evaluate progress and performance towards these strategic themes and targets, quantified performance measure indicators (PMIs) must be established in a specific and simple manner that allows all staff members to understand the orientation o...
161 citations
TL;DR: In this paper, the authors examine the field of risk management in relation to the connection to quality management, and they pose and attempt to answer three questions: What can quality teach risk management? What can risk management teach quality? What must both risk and quality management still learn?
Abstract: Purpose – The purpose of this paper is to examine the field of risk management in relation to the connection to quality management. It poses and attempts to answer three questions. What can quality teach risk management? What can risk management teach quality? What must both risk and quality management still learn? This is an area which has so far not been explored by the quality management fraternity.Design/methodology/approach – The examination is built on more than 20 years' experience in the area of quality management and extensive involvement in recent developments around risk management (e.g. the Australian/New Zealand standard for risk management – AS/NZ4360, the development of a risk management model by the European Foundation for Quality Management, and the launch of risk‐based instruments by a number of private companies).Findings – Amongst the major findings are that there are three types of risks: predictable risks that organisations know they face; the risks which an organisation knows it mig...
128 citations
TL;DR: In this paper, the authors identify what criteria are considered for selecting six sigma projects and how six sigmoid projects are selected in organisations in the UK, using a survey as a method of investigation, respondents were asked what criteria were considered to select project and how potential projects are identified, prioritised, selected and evaluated.
Abstract: Purpose – The literature suggests that a key ingredient for the successful six sigma implementation is project prioritisation and selection. The purpose of this paper is to identify what criteria are considered for selecting six sigma projects and how six sigma projects are selected in organisations in the UK.Design/methodology/approach – Using a survey as a method of investigation, respondents were asked what criteria are considered to select projects and how potential projects are identified, prioritised, selected and evaluated.Findings – The results of the survey indicate that UK organisations tend to select projects based on criteria such as customer satisfaction, financial benefits, top management commitment and those projects integrated with the company's strategy. Several tools and techniques such as cost benefit analysis, cause and effect matrix, brainstorming, Pareto analysis are employed to identify and prioritise projects.Research limitations/implications – This paper is limited to the selectio...
TL;DR: A proposed classification scheme for problem‐solving tools allows the user to identify the correct tool at the proper time in the problem-solving process to assist the problem solver to efficiently and effectively work toward problem solution.
Abstract: Purpose – The complexity of problem solving requires use of quality tools to assist in the organization and analysis of information and data surrounding the concern. A proposed classification scheme for problem‐solving tools allows the user to identify the correct tool at the proper time in the problem‐solving process. This may assist the problem solver to efficiently and effectively work toward problem solution. The classification scheme, in the form of a matrix, identifies, organizes, and defines tools of the six sigma problem‐solving process as taught and implemented at a large manufacturing company.Design/methodology/approach – Development of a problem‐solving matrix to enable more efficient and effective use of tools applied to a six sigma project in a large manufacturing company.Findings – The application of the methodology to a case study in a large manufacturing company related to an Air Conditioning (A/C) No Fill concern. The exercise of applying the six sigma tools matrix to this project would h...
TL;DR: In this article, the authors present results of the study of the quality costing practices at four large successful multinational companies and compare the quality programs of four companies and explain the benefits of the eventual adoption of a CoQ approach.
Abstract: Purpose – The objective of this paper is to present results of the study of the quality costing practices at four large successful multinational companies.Design/methodology/approach – The method of benchmarking was used for the purpose of this study. Company representatives, who were invited for a benchmarking session, described the quality management programs running at their companies. Direct observation and archival records data collection were also used to extract more precise information for the following analysis and discussion.Findings – The findings of the study show that all four companies use systematic quality initiatives; however, a formal cost of quality (CoQ) methodology was only employed at one of them. This is in agreement with the literature findings arguing that a CoQ approach is not utilized in most quality management programs.Originality/value – This paper discusses and compares the quality programs of four companies and explains the benefits of the eventual adoption of a CoQ approach...
TL;DR: Findings from the research indicated that, in the healthcare industry, for every 100 customers that experienced deficient service, about 70 customers would be unlikely to patronize the same organization again and the paper proposes a system‐based approach to enhance service process performance.
Abstract: Purpose – This paper seeks to look at healthcare service quality from the viewpoint of its negative impact on the industry when there is a deficiency in the delivery of service quality. To measure this impact, the potential loss of customers due to poor quality service is measured. A potential customer loss model is proposed. To address the competitive and financially driven healthcare delivery business, a three‐pillar approach, termed the Excellent Healthcare Service Model (EHSM), is introduced. This approach advocates that the healthcare industry should use a system view to deliver quality healthcare by taking into account quality, cost, and efficiency factors in a holistic manner. Design/methodology/approach – In this paper a survey questionnaire was used to gather data necessary to compute impact of deficient healthcare service. The questionnaire was administered to a sample of 400 people and the survey method used was intercept interview. Customer loss and potential customer loss due to deficient service were computed. Findings – In this paper, findings from the research indicated that, in the healthcare industry, for every 100 customers that experienced deficient service, about 70 customers would be unlikely to patronize the same organization again. In addition, for the same 100 customers who have experienced deficient service, about 75 of them will go on to tell on average nine family members and friends about their experiences. Through word of mouth from these 75 dissatisfied customers, there will eventually be about 465 persons who might have been potential customers but will probably not patronize the organization at all based on what the dissatisfied customers have told them. Practical implications – The ideas presented in this paper provide a new way of looking at service quality performance, through the impact of deficient service. With this knowledge, economic impacts of poor service quality could easily be quantified, and such economic‐based results are usually a better motivator for managers and workers to deploy quality improvement initiatives. Originality/value – The results and ideas presented in this paper are valuable for the healthcare industry. It provides an alternative approach to quantify service quality performance. The paper also proposes a system‐based approach to enhance service process performance.
TL;DR: In this article, a typology of epistemologies for knowledge management is proposed, which distinguishes data, meaning, and skilled practice, and it is shown that each epistemology can be managed differently, though management must integrate all into the business model.
Abstract: Purpose – Getting value from knowledge management (KM) means managing the way new knowledge is brought to bear on the business's practices, for value is added only through practice – not through talk. Though there are relationships between knowledge and practice, and the purpose of KM is to get more value from the firm's knowledge, knowledge is too loose and slippery a term to afford us a good handle on these matters. The paper proposes a novel typology that distinguishes data, meaning, and skilled practice. Each must be managed differently, though management must integrate all into the business model.Design/methodology/approach – A non‐empirical theoretical paper clarifying the interaction of different epistemologies or ways of knowing within the business. Different epistemologies are illustrated and discussed at a managerial level, the formal and academic philosophizing is left out.Findings – The paper shows that KM are not all alike.Originality/value – Highly original, given very few KM writers address...
TL;DR: In this paper, the authors identify the effect of time on ISO 9000's contribution to total quality management and performance improvement and show that although ISO 9000 certification helps companies to achieve an initial improvement in their quality performance, it cannot guarantee that performance improvement should continue to grow even after certification.
Abstract: Purpose – The purpose of this paper is to identify the effect of time on ISO 9000's contribution to total quality management and performance improvement.Design/methodology/approach – Initial empirical research was conducted in Greek certified companies to evaluate their motives for certification and the benefits gained from it across eight basic total quality management (TQM) categories. The results of the survey verify the hypothesis that ISO 9000 certification can serve as a good first step towards TQM, since performance improvement is statistically significant in all TQM‐related issues. However, in order for ISO 9000 certification to serve as a good first step towards TQM, performance improvement should continue to grow even after certification. For this reason, a second survey was carried out in the same companies after a three‐year period.Findings – The results prove that although the standard's implementation helps companies to achieve an initial improvement in their quality performance, it cannot g...
TL;DR: The ability to manage attractive quality creation in accordance to a proactive ideal is approached by an examination of the current ability to predict the occurrence of attractive quality.
Abstract: Purpose – The purpose of the paper is to contribute to the solution, and understanding, of the current lack of activity concerning the development of practices, such as engineering methods, for the creation of attractive quality. The current situation is clearly problematic given the important positive effects assigned to attractive quality in the literature.Design/methodology/approach – First, different descriptions of attractive quality are examined in order to determine whether there is a common understanding of the concept. Second, the ability to manage attractive quality creation in accordance to a proactive ideal is approached by an examination of the current ability to predict the occurrence of attractive quality.Findings – Two obstacles that currently hinder the development of practices for attractive quality creation are identified. The first obstacle is the diversity of meanings given to the concept of attractive quality, resulting in confusion about what to obtain. The second obstacle identifie...
TL;DR: There are many approaches, best practices, tools, and technologies for improving quality and safety – which have proved their worth in other industries – that are relevant for the healthcare sector.
Abstract: Purpose – The purpose of this paper is to analyze the opportunities and challenges in the healthcare sector for learning and transferring from other sectors the concepts, best practices, and tools for improving quality, safety, and productivity. Design/methodology/approach – In this paper, the various approaches for improving quality, safety, and productivity are considered. How these approaches are being used in healthcare are analyzed. The obstacles to their successful implementation in healthcare are discussed. Findings – The paper finds that there are many approaches, best practices, tools, and technologies for improving quality and safety – which have proved their worth in other industries – that are relevant for the healthcare sector. There are some characteristics of the healthcare industry that distinguish it from other industries. Although the managerial processes in the healthcare industry are similar to those of other industries, the prevalent norms, culture, practices, and the regulatory frame...
TL;DR: In this paper, the authors recall some basic principles of systems thinking in relation to social systems, focussing then on the theme of quality management in the systems-thinking perspective.
Abstract: Purpose – The full meaning of quality and quality management concepts can be only understood within the framework of systems thinking. The need for a new paradigm, based on systems theory, is even more evident when the attempt is made to extend quality management concepts from the material level of economic transactions to the immaterial level of social relations, to create value for people, organisations and societies.Design/methodology/approach – On the basis of previous papers by the author, where the connection between quality and value was explored, this paper recalls some basic principles of systems thinking in relation to social systems, focussing then on the theme of quality management in the systems thinking perspective.Findings – The problem of redesigning TQM models in the systems perspective is addressed. Starting from a model of the organizational system and its environment, a logical representation of quality management models in the systems perspective is given.Originality/value – The paper...
TL;DR: It is shown that modular product design has a significant impact on key attributes of product quality, and six of the eight quality dimensions examined are potentially affected in a positive way by modularity.
Abstract: Purpose – Companies are emphasizing modular designs and manufacturing approaches, but to stay competitive and retain market share they must continue to offer products and services of the highest quality. Therefore, since modularity is increasingly popular and product quality is always critical, the purpose of this paper is to examine the impact of modular strategies on key quality dimensions.Design/methodology/approach – This paper first presents an overview of modularity, and then outlines eight commonly used dimensions of quality. Each dimension is then examined in terms of how it can be affected by modularity.Findings – It is shown that modular product design has a significant impact on key attributes of product quality. Six of the eight quality dimensions examined are potentially affected in a positive way by modularity, while five of the eight attributes are affected in a potentially negative manner by the use of modularity.Practical implications – Since modularity can have both a positive and negati...
TL;DR: In this article, the authors assess the suitability of ISO 9000 through the experiences of a public sector organisation, which is a prominent Australian federal government agency operating in the maritime safety area.
Abstract: Purpose – Public sector organisations have been relatively late in adopting ISO 9000 quality management standards in comparison with those from the private sector. While the standards have the potential to provide many benefits, they could also reinforce certain detrimental orthodoxies. How suitable ISO 9000 is to public sector organisations is not clear. This paper aims to assess the suitability of ISO 9000 through the experiences of a public sector organisation.Design/methodology/approach – The organisation is a prominent Australian federal government agency operating in the maritime safety area. The experiences of this organisation were captured through interviews with key personnel and publicly available data. Specific issues analysed included the motivation for implementation, the registration process involved, the difficulties faced and the benefits derived.Findings – Overall, it is clear that ISO 9000 has been a success in this organisation. It had the “right” attitude in terms of its motivation fo...
TL;DR: The degree to which quality initiatives, including quality standards, have been adopted in Irish organisations is investigated and comparisons with survey results of surveys in 1995/1996 are provided to illustrate the continuing importance of standards.
Abstract: Purpose – The objectives of this study were to investigate the degree to which quality initiatives, including quality standards, have been adopted in Irish organisations and to provide comparisons with survey results of surveys in 1995/1996.Design/methodology/approach – A national survey was conducted in 2002 of Irish employers in manufacturing/services within the private and public sectors. The questionnaire was sent to 2,487 organisations – 932 questionnaires were returned representing a 34 per cent response rate from the private sector organisations and 47 per cent in the public sector.Findings – The survey illustrates the continuing importance of, and reliance upon, standards. Among organisations that had been awarded ISO 9000 certification, 93 per cent believed that it had improved their reputation and 90 per cent that it resulted in better products or services. Nearly two‐thirds of respondent organisations had adopted a total quality approach compared with less than one‐third in 1995/1996. The resul...
TL;DR: In this paper, the application of design of experiments (DOE) using industrial equipments, reinforcing the idea that non-statistical aspects in planning and conducting experiments are so important as formal design and analysis.
Abstract: Purpose – The purpose of this paper is to focus the application of design of experiments (DOE) using industrial equipments, reinforcing idea that non‐statistical aspects in planning and conducting experiments are so important as formal design and analysis.Design/methodology/approach – Two case studies are presented to illustrate typical industrial applications and difficulties. Supported on these case studies and literature, this paper presents guidelines to planning, conducting and analysis involving technical and organizational aspects.Findings – Solving problems in industry, including in companies recognized as competent in the respective industrial sector, is not just a question of applying the right technique. Ceramic industry case study illustrates how important are non‐statistical issues in DOE application. Paint industry case study illustrates the strong relationship of the results with incorporating presented guidelines into practice. Moreover, both case studies consolidating a fundamental advant...
TL;DR: In this article, a system dynamics framework for quality perception and the role of the changing level of market-side enablers on quality perception is investigated, in order to understand the impact of information asymmetry on perception of quality.
Abstract: Purpose – Prevailing information asymmetry in business processes alters the market dynamics. Quality uncertainty ensues from this phenomenon. Philosophy of information economics is implemented to correlate total quality management (TQM) practices in industry with quality perceived by customers. Quality perception, a newly coined term, is discussed at length, along with causal factors. This paper aims to provide a system dynamics framework for quality perception and to investigate the role of the changing level of market‐side enablers on quality perception.Design/methodology/approach – System dynamics is used for modeling and analysis. To realize the impact of information asymmetry on quality perception, simulation runs are carried out for an Indian case.Findings – Enablers, such as advertising, word‐of‐mouth, rebate, warranty and guarantee, mitigate the effect of information asymmetry on quality perception, and commensurately translate TQM to market value.Research limitations/implications – The study of s...
TL;DR: In this paper, a model for the assessment of quality management practices in the West Balkan countries and their advancement according to the models in developed countries presented in this paper was developed. But this model is not suitable for the case where quality management paradigm is based on inspection, quality control (QC) or quality assurance (QA).
Abstract: Purpose – The main goal of the research is the investigation of quality management (QM) practices in the West Balkan countries and their advancement according to the models in developed countries presented in this paper. For the purpose of this investigation the model for the assessment of QM practice was developed.Design/methodology/approach – The improvement of QM in industrially developed countries is essentially based on the application of business excellence models. Different business excellence models respect specific features of environments in which they have been developed and in fact represent QM paradigms based on total quality management (TQM). The implementation of these models in transitional economies or in economies with lower level of development where quality management paradigm is based on inspection, quality control (QC) or quality assurance (QA) does not provide the most suitable information for improvement, i.e. process re‐design for QM.Findings – The paper reviews a developed model ...
TL;DR: In this article, a literature survey of the characteristics of learning in terms of the processes, the nature and the outcomes of learning is investigated, including root thinking, meaning of learning, nature, processes, and outcomes in order to identify possible common ground(s) in between various schools of thought.
Abstract: Purpose – Parallel with increasing awareness of importance in learning during the last few decades, numerous theorists from various disciplines have tried to shape ideas concerning learning seen from their perspectives. One negative consequence of these efforts has been observed as increased confusion and disputes among the theorists as well as practitioners due to “lacking of common ground” in their search on learning. Hence, the aim of this paper is to explore some critical aspects of learning, among others, root thinking, meaning of learning, nature, processes and outcomes of learning in order to identify possible common ground(s) in between various schools of thought. Design/methodology/approach – Through a literature survey the characteristics of learning in terms of the processes, the nature and the outcomes of learning are investigated. Besides the chosen contemporary literature on learning, ideas and philosophies of John Dewey (1859-1952) and Confucius (551-479, BC) have been explored in order to identify possible root thinking in the West and in the East. Findings – It is found that not much new knowledge has been accumulated since Confucius and despite multiple schools of thought in current research, the majority of western theorists base their ideas on Dewey's thinking. The meta learning wheel has been suggested to be a common ground for learning. Originality/value – The originalities of this paper are: both contemporary as well as classic literatures in learning are investigated.
TL;DR: Findings suggest that process mapping is gaining precedence over process flowcharting/diagramming and process analyzers should be aware of the tacit knowledge of process participants and know how to acquire it.
Abstract: Purpose – Process documents are important and widely used process analysis tools. Although scores of studies draw attention to their merits, only few have focused on them. By providing guidelines for effective process documentation, this paper intends to make a contribution to this under researched area.Design/methodology/approach – Qualitative research was undertaken in this study. Based on the findings from the process improvement and knowledge management literatures, background information about process documents and a step‐by‐step procedure for developing a process document were provided.Findings – There are three important findings of this study. First, process mapping is gaining precedence over process flowcharting/diagramming. Second, process analyzers should be aware of the tacit knowledge of process participants and know how to acquire it. Third, different needs of different organizations require different approaches to documentation.Practical implications – Documenting a process is a very resour...
TL;DR: In this article, the authors discuss the impact on an additional core value of the components of total quality management (TQM), namely the sustainability of values, tools, and techniques.
Abstract: Purpose - The topic is restricted to the components of total quality management (TQM), in which a set of values, tools and techniques unites the descriptions of TQM. The purpose of this paper is to discuss the impact on an additional core value of the components of TQM, namely the sustainability of values, tools and techniques. Design/methodology/approach - A strategic perspective of sustainable quality management is applied, rather than tactical and operative ones. The term "sustainable quality management" is used. Findings - The paper contends that quality management (in general) and TQM (in particular) should be scrutinised by stressing the sustainability of values, tools and techniques. Research limitations/implications - Sustainable quality management provides a potential to improve and extend the theory generation and the best practices of TQM in the future. An important area for further research is to examine the extent of sustainable quality management practices beyond the organisational boundaries and traditional channel structures. Sustainable quality management is complex to implement and evaluate. Practical implications - The paper provides theoretical and managerial ideas and insights in order to anticipate and avoid the non-sustainability of TQM practices. Originality/value - One contribution is a model of a circulation approach to TQM. Another contribution is a model of the sustainability of TQM, which connects and reconnects corporate values, tools and techniques in quality management. © Emerald Group Publishing Limited.