Showing papers in "Total Quality Management & Business Excellence in 1999"
TL;DR: Total quality management (TQM) is a management process that has made its way into higher education institutions (HEIs) in many developed countries as discussed by the authors, such as the UK.
Abstract: Total quality management (TQM) is a management process that has made its way into higher education institutions (HEIs) in many developed countries. For example, in the US, HEIs have been influenced due to the success of many large corporations. They were influenced by the critical state of education in the 1980s in terms of student grades, funding, and complaints from employers and parents. Many institutions began to implement it in the early 1990s and have been successful. In UK higher education, the progress of TQM is rather slow, with examples represented by only a few new universities. However, these institutions have benefited from a TQM process similar to their counterparts in the US, such as improved student performance, better services, reduced costs and customer satisfaction. The paper reports on the results of a recent survey on TQM in UK HEIs. The authors examine how TQM principles and core concepts can be measured to provide a means of assessing the quality of institutions on various aspects o...
381 citations
TL;DR: In this paper, the authors presented a study aimed at conceptualizing and developing valid measurements for key dimensions of quality management in the international context, where the quality management framework is conceptualized in terms of 13 dimensions.
Abstract: This paper reports the results of a study aimed at conceptualizing and developing valid measurements for key dimensions of quality management in the international context. The quality management framework is conceptualized in terms of 13 dimensions. Subsequently, operational indicators for the 13 dimensions are developed in terms of managerial perceptions. Data were collected from five countries: the US, India, China, Mexico and Taiwan. The sample was split into two random sets. Using structural equation modeling the constructs were tested and refined using the first set and were revalidated using the second set. The results of the study indicate that the operational measures developed here largely satisfy the criteria for unidimensionality, convergent, discriminant and predictive validity in all five countries. This study makes a contribution to the measurement stream of international quality management by providing a set of valid and reliable operational measures. These measures are expected to help res...
279 citations
TL;DR: In this article, critical success factors for total quality management implementation in small and medium enterprises are discussed. But the authors do not consider the impact of external factors on the overall quality of the system.
Abstract: (1999). Critical success factors for total quality management implementation in small and medium enterprises. Total Quality Management: Vol. 10, No. 4-5, pp. 803-809.
220 citations
TL;DR: In this article, the authors report the results of a survey on the benefits from ISO and the impact of motivation and implementation process on the benefit from ISO in Taiwan, and the empirical result indicates that adopting ISO brings registered Taiwanese enterprises significantly help in quality improvement, international competitiveness, cost reduction, and sales increase.
Abstract: The paper reports the results of a survey on the benefits from ISO and the impact of motivation and implementation process on the benefits from ISO in Taiwan. The empirical result indicates that adopting ISO brings registered Taiwanese enterprises significantly help in quality improvement, international competitiveness, cost reduction, and sales increase. A regression model is used to test whether motivations and implementation processes determine performances. The effect of motivations and processes on benefits from ISO are also statistically significant. With more positive attitudes, more use of computerized information system, and more involvement of all employees, implementing ISO could give companies more help in enhancing product quality. With more positive and internationalizing attitudes, and more degree of implementing documentation through auditing, implementing ISO could give companies more help in enhancing international competitiveness. With more positive attitudes and more experiences in qua...
203 citations
TL;DR: In this article, the authors examined whether or not small businesses can successfully pursue total quality management (TQM) beyond ISO 9000, concluding that the benefits of ISO 9000 can far outweigh the costs of achieving registrations, but also emphasizing that ISO 9000 should be viewed as a step towards TQM.
Abstract: This paper examines whether or not small businesses (fewer than 100 employees) can successfully pursue total quality management (TQM) beyond ISO 9000. A review of the literature on quality in small businesses shows that the benefits of ISO 9000 can far outweigh the costs of achieving registrations (even for small businesses) but also emphasizes that ISO 9000 should be viewed as a step towards TQM and not the end of the quality journey. Although many small businesses are benefiting from ISO 9000, an increasing number of small ISO businesses are not progressing towards TQM. To explore the actual impact of quality on small business, a number of small ISO 9000 businesses were surveyed. The main conclusions and recommendations arising from the thesis are that small businesses can benefit from implementing TQM. However, small TQM practitioners need to learn to be more externally focused, i.e. customer focused, to measure the financial impact of TQM on bottom line performance and to use direct methods to measure...
190 citations
TL;DR: In this article, the authors present a knowledge management approach for total quality management, where knowledge management is defined as knowledge management: the way forward, and the goal is knowledge management.
Abstract: (1999). Knowledge management: The way forward. Total Quality Management: Vol. 10, No. 4-5, pp. 554-560.
177 citations
TL;DR: In this paper, the authors measure the impact of buying behavior on customer satisfaction by measuring the impact on the total quality of a product on the overall quality of the product and the customer satisfaction.
Abstract: (1999). Measuring the impact of buying behaviour on customer satisfaction. Total Quality Management: Vol. 10, No. 4-5, pp. 602-614.
174 citations
TL;DR: In this paper, the authors present a review of the literature which establishes the major reasons for, and the benefits of, the introduction of ISO 9000 standards and identify further the potential problems associated with the development and maintenance of these standards and the overall objective is to develop an understanding of the most eff ective means of introducing and maintaining a quality management system in ways that will maximize benefits to the organization.
Abstract: This paper aims to establish the benefits which may accrue from the adoption of ISO 9000 standards and to identify further the potential problems associated with the development and maintenance of these standards. The overall objective is to develop an understanding of the most eff ective means of introducing and maintaining a quality management system in ways that will maximize benefits to the organization. The paper first presents a review of the literature which establishes the major reasons for, and the benefits of, the introduction of ISO 9000. This is followed by the results of an Australian survey on the adoption of ISO 9000 standards. This survey is part of larger study investigating the impediments to the adoption of quality management practices in Australian firms. A content analysis to identify strategic business benefits and operational business benefits is then carried out on 50 case studies of Australian businesses which had introduced quality assurance and/or had achieved third-party certif...
174 citations
TL;DR: In this paper, the authors present the findings and conclusions of recent exploratory research conducted by the authors on quality practices at higher education institutions in the US and Malaysia, collected via mail questionnaires in December 1997 (Malaysia) and February 1998 (US).
Abstract: This paper presents the findings and conclusions of recent exploratory research conducted by the authors on quality practices at higher education institutions in the US and Malaysia. Data from the institutions were collected via mail questionnaires in December 1997 (Malaysia) and February 1998 (US). A brief description of the research as well as a summary of findings and conclusions are included in this paper.
144 citations
TL;DR: In this paper, the increasing importance of suppliers, particularly in supporting product and service quality requirements, and presents a series of questions concerning how well purchasing and sourcing activities contribute to total quality.
Abstract: Not long ago, most North American and European companies believed that how they influenced and managed suppliers made little diff erence in their overall performance. This perception changed, however, when global competitors showed that working with suppliers could create competitive market advantages in cost and cycle time reduction, on-time delivery, and access to product and process technology. Nowhere has the benefit of progressive supply chain practices become more evident than in supporting product and service quality, which remains a core requirement for competing successfully on a global basis. This article addresses the increasing importance of suppliers, particularly in supporting product and service quality requirements, and presents a series of questions concerning how well purchasing and sourcing activities contribute to total quality. It also provides a profile of organizations that are best positioned across four enabling areas to pursue advanced supplier qualityrelated activities.
144 citations
TL;DR: In this paper, the authors present the Cultures for Continuous Improvement and Learning (CIL), a collection of cultures for continuous improvement and learning, with a focus on quality management.
Abstract: (1999). Cultures for continuous improvement and learning. Total Quality Management: Vol. 10, No. 4-5, pp. 426-434.
TL;DR: In this article, a case study on the TQM system of a leading construction company in Hong Kong, the strategy, structure and tasks for managing supplier/subcontractor relationships are examined.
Abstract: Total quality management (TQM) is increasingly being adopted by construction companies as an initiative to solve quality problems in the construction industry and to meet the needs of the final customer. However, TQM should incorporate the integrated quality management activities of members in the supply chain. This supply chain context is especially salient in the quality assurance of construction projects as a general contractor often outsources most of the construction work to other members in the supply chain, i.e. its suppliers and subcontractors. Therefore, this paper aims to delineate the supply chain management issues in total quality for construction projects. Through the use of an in-depth case study on the TQM system of a leading construction company in Hong Kong, the strategy, structure and tasks for managing supplier/subcontractor relationships are examined. The study concludes with identification of some supply chain management issues in the construction industry, as well as future research ...
TL;DR: In this article, the authors present the results of a mail survey carried out on ISO 9000-accredited manufacturing companies in New Zealand and find significant differences in the quality programme implementation patterns corresponding to these diff erences in employee numbers.
Abstract: This paper presents the results of a mail survey carried out on ISO 9000-accredited manufacturing companies in New Zealand. 63.6% of the 121 responding organizations were small (fewer than 100 employees), while the remaining 36.4% were large (more than 100 employees). The research finds significant differences in the quality programme implementation patterns corresponding to these diff erences in employee numbers. The key findings are that the smaller companies, when compared to the larger companies, are more likely to implement ISO 9000 because of external factors rather than internal factors, show less understanding of the relationship between ISO 9000 and total quality management, which results in them implementing ISO 9000 only, and have little intention of extending their quality programmes further (unless required to do so). Based on these findings, the paper develops frameworks which show the 'common path' of quality implementation for smaller versus larger manufacturing companies in New Zealand. T...
TL;DR: Wang et al. as mentioned in this paper reviewed the relationship between total quality management and supply chain management and concluded that existing SCM models have inadequacies which can be enriched by TQM principles and concepts.
Abstract: Supply chain management (SCM) has been increasingly adopted by companies worldwide so as to utilize better their supply chain activities for competitive advantages. This paper reviews the relationships between total quality management (TQM) and SCM and concludes that existing SCM models have inadequacies which can be enriched by TQM principles and concepts. The authors selected Kanji's Business Excellence model, which uses TQM principles and concepts to help companies achieve business excellence, to fulfil the inadequacies of the existing SCM models and to create a new structured model for SCM. The model was tested with the data using the supply chain activities of 139 companies in Hong Kong. The results support that the structured model provides a good fit for the supply chain activities. Business excellence indices, which can be obtained for companies' SCM, can be further developed based on this new model.
TL;DR: In this paper, the authors report the findings from a survey on total quality management (TQM) in Norway and conclude that none of these TQM enablers can guarantee better results.
Abstract: This article will report the findings from a survey on total quality management (TQM) in Norway. The survey was conducted in cooperation with the Norwegian Society for Quality. This study reveals that the components of a TQM programme may vary from country to country. This may suggest that the Quality Award Model should be used for guidance rather than as a model to copy. This study also finds that the TQM enablers (or practices) such as quality leadership, human resource development and quality information contribute to the increase of customer satisfaction and the business performance. However, none of these TQM enablers can guarantee better results. It is these enablers as a whole that contribute collectively to the improvements. The study also finds that ISO 9000 and the length of practising TQM are related to the better results. It seems as if there is a tendency for the ISO 9000 standards to be taken as part of a TQM programme in the future. The conclusion is that all the enablers of quality managem...
TL;DR: In this paper, the authors present an approach for managing for quality through knowledge management, which they call Total Quality Management (TQM) through Knowledge Management (KM) approach.
Abstract: (1999). Managing for quality through knowledge management. Total Quality Management: Vol. 10, No. 4-5, pp. 615-621.
TL;DR: In this paper, the authors present a possible work flow for conjoint analysis and give an example of the kind of information that can be collected by using the technique, each step in the work flow is illustrated using a recent survey regarding the development of a total quality management course curriculum.
Abstract: Customer satisfaction and delight are core values within the quality movement. Achieving customer satisfaction and delight in an economic way by finding the quality attributes most valuable to customers has become a key issue in today's design activities. Conjoint analysis is considered an excellent tool for this purpose. Conjoint analysis has recently been introduced as a tool supporting the use of QFD in the design process. The purpose of this article is to illustrate a possible work flow for conjoint analysis and to give an example of the kind of information that can be collected by using the technique. Each step in the work flow is illustrated using a recent survey regarding the development of a total quality management course curriculum.
TL;DR: In this paper, the authors present a framework for the implementation of total quality management (TQM) in a gas turbine company based on the literature and case experiences, and the results of the project are discussed to highlight the key enablers of TQM implementation in the company.
Abstract: A good quality management is essential for improving manufacturing competitiveness. Most modern companies in the West have recognized the need to alter their thinking in terms of quality and how that can improve their business performance. Total quality management (TQM) has received considerable global attention both from researchers and from practitioners. TQM has become an essential strategy in both manufacturing and service organizations. This paper deals with the implementation issues of TQM in a gas turbine company which is located in the UK. The research involves studying the current quality problems in the company by collecting and analysing the appropriate information through structured interviews of employees. The results of the project are discussed to highlight the key enablers of TQM implementation in the gas turbine company. Based on the literature and case experiences, a framework for the implementation of TQM is presented.
TL;DR: In this article, the authors evaluate the results of three empirical studies conducted in 1991, 1993 and 1996 on the adoption of quality management practices in Australian manufacturing organizations and conclude that there has been a shift away from TQM practice to ISO 9000 certification.
Abstract: Higher requirements for improved quality of products and services have led to three important changes in international business over the last decade: (i) the growing recognition of the strategic importance of Total Quality Management (TQM) philosophy and methods; (ii) a major push by organisations worldwide to seek certification to the ISO 9000 quality standards; (iii) the growing recognition and application of the Malcolm Baldrige National Quality Award (MBNQA); the Australian Quality Award (AQA), and the European Quality Award (EQA). Despite the above developments, there is still considerable confusion and frustration surrounding the applied role and business value of quality management practices in Australian industry. A review of the literature revealed a major gap in research in this area of operations/quality management. The purpose of the paper is to evaluate the results of three empirical studies conducted in 1991, 1993 and 1996 on the adoption of quality management practices in Australian manufacturing organisations. Quantitative studies were conducted primarily on large random populations of approximately 1,000 manufacturing companies in Australia. The average response rate for the three studies was 30 per cent. The data was analysed using techniques available on SPSS for Windows. Our findings show that there has been a shift in popularity in quality management practices in the Australian manufacturing industry over the last five years. The popularity of TQM and its related practices such as statistical process control (SPC), quality circles (QC), benchmarking, business process reengineering (BPR), had decreased, while the popularity of ISO 9000 certification has increased significantly. A paradox has emerged from this finding. On one hand, business performance was found to be enhanced by the implementation of all TQM related practices. On the other hand, ISO 9000 certified firms did not perform significantly better than fums that were not certified, and yet there has been a shift away from TQM practice to ISO 9000 certification. This raises the question: why are managers so keen on ISO 9000 certification? The study concludes that managers are impatient with the rate of improvement of organisational performance from the implementation of quality management practices. This has led to the belief that gaining a certificate to ISO 9000 is synonymous to becoming a quality organisation. This is a clear indication that managers lack understanding of the concepts and principles of quality management and are frustrated with the slow bottom-line payback from the implementation of quality management practices. Based on these findings, the paper recommends that managers should improve their understanding of quality management practices and the sources of their organisation's quality performance. This will lead to quality management being perceived as a philosophy rather than tools and techniques for problem solving at the shop-floor level.
TL;DR: In this article, the authors explore the question of how business employers perceive the quality of today's college graduate and present a ranking of required skills and the implications for colleges and universities.
Abstract: Efforts to adopt the total quality management (TQM) philosophy are spreading to institutions of higher learning. The fundamental purpose of TQM is to serve the customer better. One of the most important customers of a college or university are the firms that hire the school's graduates. This article explores the question of how business employers perceive the quality of today's college graduate. Sample survey data obtained from business organizations are presented. In general, a significant proportion of businesses do not perceive a difference in the quality of schools based on employee performance. A ranking of required skills is presented and the implications for colleges and universities are discussed.
TL;DR: In this article, the authors present a review of the current literature on quality programs (QPs) and examine the reported cases of the two major QPs: total quality management (TQM) and the ISO 9000 series.
Abstract: This paper presents a review of the current literature on quality programs (QPs). The paper examines the reported cases of the two major QPs: total quality management (TQM) and the ISO 9000 series. The successes and failures of the QP implementations documented in the literature are discussed. Finally, the major differences between TQM and the ISO 9000 series are summarized.
TL;DR: In this article, the quality of housing services provided by local authorities in Falkirk area of Scotland is examined and the authors propose an approach to the measurement of service quality, which can be found in their paper.
Abstract: Examines the quality of housing services provided by local authorities in Falkirk area of Scotland. Management of housing services in Falkirk area; Priorities in the delivery of housing services in Falkirk area; Approach to the measurement of service quality.
TL;DR: In this article, the authors discuss the merits of adopting a more eclectic approach that integrates the exploitation of the strengths exhibited by selected, key management paradigms, in the strive to nurturing well-balanced manufacturing firms capable of surviving and prospering in markets where competitiveness is ever increasing.
Abstract: This paper is organized in three parts. First, we discuss the merits of adopting a more eclectic approach that integrates the exploitation of the strengths exhibited by selected, key management paradigms, in the strive to nurturing well-balanced manufacturing firms capable of surviving and prospering in markets where competitiveness is ever increasing. Concepts providing theoretical grounds to such an approach are reviewed. Second, we develop a comparative analysis of the total quality control (TQC) and total productive maintenance (TPM) paradigms which shows that they can be complementary to each other. Grounded on insights acquired from a comparative investigation of archetypal practitioners of TQC and TPM, in particular, the concurrent promotion of enantiomorphic sides and approaches featured by these paradigms is shown not to be antagonistic but rather mandatory nowadays. On that account, we highlight the promising potential of exploiting the strengths that are intrinsic to these two subject paradigms...