Approaches to quality management in the UK: survey evidence and implications
Tóm tắt
Từ khóa
Tài liệu tham khảo
Agus, A. and Abdullah, M. (2000), “Total quality management practices in manufacturing companies in Malaysia: an exploratory analysis”, Total Quality Management, Vol. 11 No. 8, pp. 1041‐51.
Al‐Khalifa, K.N. and Aspinwall, E.M. (2000), “The development of total quality management in Qatar”, The TQM Magazine, Vol. 12 No. 3, pp. 194‐204.
Alberga, T., Tyson, S. and Parsons, D. (1997), “An evaluation of the Investors in People standard”, Human Resource Management Journal, Vol. 7 No. 2, pp. 47‐60.
AQA (1994), Australian Quality Awards: Assessment Criteria and Application Guidelines, Australian Quality Award Foundation, St Leonards, NSW.
Atkinson, P.E. (1990), Creating Culture Change: the Key to Successful Total Quality Management, IFS Publications, Bedford, UK.
Baldrige National Quality Program (2003), Criteria for Performance Excellence, US Department of Commerce and Technology, National Institute of Standards and Technology (NIST), Washington, DC.
Benson, G., Saraph, J. and Schroeder, R. (1991), “The effects of organisational context on quality management: an empirical investigation”, Management Science, Vol. 37 No. 9, pp. 1107‐24.
Bizmanualz (2004), “ISO 9001 quality manual system”, available at: www.bizmanualz.com/ISO9000‐2000/ISO_9000_1994_Series_Overview.html, June.
Boulter, L. and Bendell, T. (2002), “How can ISO 9000:2000 help companies achieve excellence? What the company think”, Measuring Business Excellence, Vol. 6 No. 2, pp. 37‐41.
Bowen, D.E. and Waldman, D.A. (1999), “Customer‐driven employee performance”, in Ilgen, D.R. and Pulakos, E.D. (Eds), The Changing Nature of Performance: Implications for Staffing, Motivation, and Development, Jossey‐Bass, San Francisco, CA, pp. 154‐91.
Bryman, A. (1989), Research Methods and Organisation Studies, Unwin Hyman, London.
BSI (1994), Quality Systems (BS EN ISO 9001: 1994), British Standard Institute, London.
Business Week (1991), “The quality imperative: what it takes to win for global economy”, Business Week, special issue, 25 October, pp. 1‐216.
Camp, R.C. (1989), Benchmarking: the Search for Industry Best Practice that Leads to Superior Performance, ASQC Quality Press, Milwaukee, WI.
Charter Mark (2003), “The national standard of customer service excellence”, available: www.chartermark.gov.uk, March.
Chin, K.S., Yam, C.M. and Pun, K.F. (1995), “Continuous quality improvement – beyond ISO 9000”, Total Quality Management Review, Vol. 5 No. 1, pp. 53‐9.
Chivers, B. and Thebridge, S. (2000), “Best value in public libraries: the role of research”, Library Management, Vol. 21 No. 9, pp. 456‐65.
Cole, R.E. (1999), Managing Quality Fads: How American Business Learned to Play the Quality Game, Oxford University Press, New York, NY.
Coleman, S. and Douglas, A. (2003), “Where next for ISO 9000 companies?”, The TQM Magazine, Vol. 15 No. 2, pp. 88‐92.
Collins, L.A. and Smith, A.J. (2004), “Understanding the new Investors in People standard – lessons from experience”, Personnel Review, Vol. 33 No. 5, pp. 583‐604.
Conti, T. (1997), Organisational Self‐assessment, 2nd ed., Chapman & Hall, Boca Raton, FL.
Corbett, C.J., Montes, M.J. and Kirsch, D.A. (2002), “The financial impact of ISO 9000 in the US: an empirical analysis”, Manuscript, UCLA, available at: http://personal.anderson.ucla.edu/charles.corbett/research.htm, December.
Coulson‐Thomas, C.J. (1992), “Quality: where do we go from here?”, International Journal of Quality & Reliability Management, Vol. 9 No. 1, pp. 38‐55.
Crosby, P.B. (1979), Quality is Free: The Art of Making Quality Certain, New American Library, New York, NY.
Crosby, P.B. (1984), Quality Without Tears: The Art of Hassle‐free Management, Quality Press, Milwaukee, WI.
Dale, B.G., Boaden, R.J., Wilcox, M. and McQuater, R.E. (1997), “Sustaining total quality management: what are the key issues?”, The TQM Magazine, Vol. 9 No. 5, pp. 372‐81.
Dale, B.G., van der Wiele, A., Zairi, M. and Williams, A.R.T. (2000), “Quality is dead in Europe – long live excellence – true or false?”, Quality Focus, Vol. 4 No. 3, pp. 4‐10.
Dattakumar, R. and Jagadeesh, R. (2003), “A review of literature on benchmarking”, Benchmarking: An International Journal, Vol. 10 No. 3, pp. 9‐23.
Dean, J.W. and Bowen, D.E. (1994), “Management theory and total quality: improving research and practice through theory development”, Academy of Management Review, Vol. 19 No. 3, pp. 392‐418.
Dean, M.L. and Tomovic, C.L. (2004), “Does Baldrige make case for quality”, Quality Progress, April, pp. 40‐5.
Deming, W.E. (1986), Out of the Crisis, Massachusetts Institute of Technology, Centre for Advanced Engineering Study, Cambridge, MA.
Dick, G.P.M. (2000), “ISO 9000 certification benefits, reality or myth?”, The TQM Magazine, Vol. 12 No. 6, pp. 365‐71.
Easterby‐Smith, M., Thorpe, R. and Lowe, A. (2002), Management Research: An Introduction, 2nd ed., Sage, London.
EFQM (2004a), “Executive news brief”, available at: www.efqm.org/Portals/0/EFQM %20Executive%20News%20Brief%20May%202004.pdf, July.
EFQM (2004b), European Foundation for Quality Management2, available at: www.efqm.org/new_website, February.
Finn, M. and Porter, L.J. (1994), “TQM self‐assessment in the UK”, The TQM Magazine, Vol. 6 No. 4, pp. 56‐62.
Friedson, E. (1994), Professionalism Reborn, Polity Press, Cambridge.
Gadd, K.W. (1995), “Business self‐assessment: a strategic tool for building process robustness and achieving integrated management”, Business Process Re‐Engineering and Management Journal, Vol. 1 No. 3, pp. 66‐76.
Garvin, D.A. (1991), “How the Baldrige Award really works?”, Harvard Business Review, November/December, pp. 80‐93.
Geber, B. (1990), “Benchmarking yourself against the best”, Training, Vol. 1, pp. 36‐44.
Gehani, R.R. (1993), “Quality value‐chain: a meta‐synthesis of frontiers of quality movement”, Academy of Management Executive, Vol. 7 No. 2, pp. 29‐42.
Ghobadian, A. and Woo, H.S. (1996), “Characteristics, benefits and shortcomings of four major quality awards”, International Journal of Quality & Reliability Management, Vol. 13 No. 2, pp. 10‐44.
Gotzamani, K.D. and Tsiotras, G.D. (2001), “An empirical study of the ISO 9000 standards contribution towards total quality management”, International Journal of Operations & Production Management, Vol. 21 No. 10, pp. 1326‐42.
Gudim, M. and Meer, R.v.d. (1995), “Issues surrounding the implementation of TQM: The Scottish experience”, University of Strathclyde, Department of Management Science, Glasgow, Working Paper No. 4 (February).
Guest, D.E. (1995), “Human resource management, trade unions and industrial relations”, in Storey, J. (Ed.), Human Resource Management: A Critical Text, International Thomson Business Press, London, pp. 110‐41.
Hackman, J.R. and Wageman, R. (1995), “Total quality management: empirical, conceptual, and practical issues”, Administrative Science Quarterly, Vol. 40, pp. 309‐42.
Hendricks, K.B. and Singhal, V.R. (1996), “Quality awards and the market value of the firm: an empirical investigation”, Management Science, Vol. 42 No. 3, pp. 415‐36.
Hendricks, K.B. and Singhal, V.R. (2001), “The long‐run stock price performance of firms with effective TQM programmes”, Management Science, Vol. 47 No. 3, pp. 359‐68.
Hill, R. and Stewart, J. (1999), “Investors in People in small organisations: learning to stay the course?”, Journal of European Industrial Training, Vol. 23 No. 6, pp. 286‐99.
Honeycutt, A. (1993), “Total quality management at TRW”, Journal of Management Development, Vol. 12 No. 5, pp. 3‐11.
Hoque, K., Taylor, S. and Bell, E. (2005), “Investors in People: market‐led voluntarism in vocational education and training”, British Journal of Industrial Relations, Vol. 43 No. 1, pp. 135‐53.
IPM (1993), Quality: People Management Matters, IPM Research Series, Short Run Press Ltd, Exeter.
ISO 9000:2000 (2000), “Quality management systems – fundamentals and vocabulary”, available at: www.iso.ch/iso/en/ISOOnline.openerpage, March.
ISO (1994), EN/ISO 9000‐1 Quality Management and Quality Assurance Standards – Part 1: Guidelines for Selection and Use, International Organisation for Standardisation, Geneva.
ISO (2001), “Guidance on ISO 9001:2000 clause 1.2: Application. Document: ISO/TC 176/SC 2/N5242I”, available at: www.iso.ch/9000e/2000rev_6e.htm.
Jaconelli, A. and Sheffield, J. (2000), “Best value: changing roles and activities for human resource managers in Scottish local government”, International Journal of Public Sector Management, Vol. 13 No. 7, pp. 624‐44.
Kanji, G.K. (1998), “Measure of business excellence”, Total Quality Management & Business Excellence, Vol. 9 No. 7, pp. 633‐44.
Kartha, C.P. (2002), “ISO 9000:2000 quality management systems standards: TQM focus in the new revision”, Journal of American Academy of Business, Vol. 2 No. 1, pp. 1‐6.
Korukonda, A.R., Watson, J.G. and Rajkumar, T.M. (1999), “Beyond teams and empowerment: a counterpoint to two common precepts in TQM”, Advanced Management Journal, Vol. 64 No. 1, pp. 29‐36.
Lakhe, R.R. and Mohanty, R.P. (1994), “Total quality management: concepts, evolution and acceptability in developing economies”, International Journal of Quality & Reliability Management, Vol. 11 No. 9, pp. 9‐33.
Lascelles, D.M. and Dale, B.G. (1988), “A study of the quality management methods employed by UK automotive suppliers”, Quality & Reliability Engineering International, Vol. 4 No. 4, pp. 301‐9.
Lee, T.Y., Leung, H.K.N. and Chan, K.C.C. (1999), “Improving quality management on the basis of ISO 9000”, The TQM Magazine, Vol. 11 No. 2, pp. 88‐94.
Leonard, D. and McAdam, R. (2003), “Impacting organizational learning: the training and experiences of quality award examiners and assessors”, Journal of European Industrial Training, Vol. 27 No. 1, pp. 16‐21.
Liddle, D. (1999), “Best value – the impact on libraries: practical steps in demonstrating best value”, Library Management, Vol. 20 No. 4, pp. 206‐12.
Loffler, E. (2001), “Quality award as a public sector benchmarking concept in OECD member countries: some guidelines for quality award organisers”, Public Administration & Development, Vol. 21 No. 1, pp. 27‐40.
Longbottom, D. (2000), “Benchmarking in the UK: an empirical study of practitioners and academics”, Benchmarking: An International Journal, Vol. 7 No. 2, pp. 98‐117.
McAdam, R. and Jackson, N. (2002), “A sectoral study of ISO 9000 and TQM transitions: the UK and Irish brewing sector”, Integrated Manufacturing Systems, Vol. 13 No. 4, pp. 255‐63.
McAdam, R. and O'Neill, L. (2002), “Evaluating best value through clustered benchmarking in UK local government: building control services”, International Journal of Public Sector Management, Vol. 15 No. 6, pp. 438‐57.
Main, J. (1991), “Is the Baldrige overblown?”, Fortune, July, pp. 62‐5.
Maleyeff, J. (2003), “Benchmarking performance indices: pitfalls and solutions”, Benchmarking: An International Journal, Vol. 10 No. 1, pp. 9‐23.
Mann, R. and Kehoe, D. (1995), “Factors affecting the implementation and success of TQM”, International Journal of Quality & Reliability Management, Vol. 12 No. 1, pp. 11‐18.
Naden, J. and Bremner, A. (1991), A Guide to Total Quality Management, Scottish Enterprise, Glasgow.
NIST (2001), Malcolm Baldrige National Quality Award Criteria, National Institute of Standards and Technology, US Department of Commerce, Washington, DC.
Nishizawa, T. (2004), “ISO 9000”, available at: www.n‐souken.com/english/index.html, June.
Oakland, J.S. (2003), Total Quality Management: Text with Cases, Elsevier, Oxford.
Oliver, N. and Wilkinson, B. (1989), “Japanese manufacturing techniques, personnel and industrial relations practice in Britain: evidence and implications”, British Journal of Industrial Relations, Vol. 27 No. 1, pp. 73‐91.
Pearch, C. and Kitka, J. (2004), ISO 9000:2000 – the New International Standard for Quality, Eagle Group USA, Inc., Rochester Hills, MI, available at: www.eaglegroupusa. com/pubart/pe9000.htm.
Puay, S.H., Tan, K.C., Xie, M. and Goh, T.N. (1998), “Comparative study of nine national quality awards”, The TQM Magazine, Vol. 10 No. 1, pp. 30‐9.
Pun, K.F., Chin, K.S. and Lau, H. (1999), “A self‐assessed quality management system based on integration of MBNQA/ISO 9000/ISO14000”, International Journal of Quality & Reliability Management, Vol. 16 No. 6, pp. 606‐29.
Ram, M. (2000), “Investors in People in small firms: case study evidence from the business service sector”, Personnel Review, Vol. 29 No. 1, pp. 69‐82.
Reed, R., Lemak, D. and Montgomery, J. (1996), “Beyond process: TQM content and firm performance”, Academy of Management Review, Vol. 21 No. 1, pp. 173‐202.
Roy, M.H. and Dugal, S.S. (2005), “Benchmarking the human side of the business enterprise”, Benchmarking: An International Journal, Vol. 12 No. 3, pp. 1‐2.
Rusjan, B. (2005), “Usefulness of EFQM excellence model: theoretical explanation of some conceptual and methodological issues”, Total Quality Management & Business Excellence, Vol. 16 No. 3, pp. 363‐80.
Russell, S. (2000), “ISO 9000:2000 and the EFQM excellence model: competition or co‐operation?”, Total Quality Management, Vol. 11 Nos 4‐6, pp. 657‐65.
Seddon, J. (2000), The Case against ISO 9000: How to Create Real Quality in Your Organisation, Oak Tree Press, London.
Shewart, W.A. (1931), Economic Control of Quality of Manufacturing Products, Van Nostrand, New York, NY.
Silvestro, R. (2001), “Towards a contingency theory of TQM in services: how implementation varies on the basis of volume and variety”, International Journal of Quality & Reliability Management, Vol. 18 No. 3, pp. 254‐88.
Sink, D.A. (1991), “TQM – the next frontier or just another bandwagon?”, Productivity, Vol. 32 No. 3, pp. 400‐14.
Sisson, K. (Ed.) (1989), “Personnel management in transition”, Personnel Management in Britain, Basil Blackwell, Cambridge, MA, pp. 21‐52.
Sisson, K. (1994), Personnel Management: A Comprehensive Guide to Theory and Practice in Britain, Blackwell Publishers Ltd, Oxford.
Sisson, K., Arrowsmith, J. and Marginson, P. (2003), “All benchmarkers now? Benchmarking and the ‘Europeanisation’ of industrial relations”, Industrial Relations Journal, Vol. 34 No. 2, pp. 15‐31.
Sitkin, S.B., Sutcliffe, K. and Schroedern, R.G. (1994), “Distinguishing control from learning in total quality management: a contingency perspective”, Academy of Management Review, Vol. 19 No. 3, pp. 537‐64.
Smith, A.J., Boobcock, G., Loan‐Clarke, J. and Whittaker, J. (2002), “IiP and SMEs: awareness, benefits and barriers”, Personnel Review, Vol. 31 No. 1, pp. 62‐85.
Soltani, E., van der Meer, R.B. and Williams, T.M. (2005), “A contrast of HRM and TQM approaches to performance management: a survey”, British Journal of Management, Vol. 16, pp. 211‐30.
Sousa, R. and Voss, C.A. (2002), “Quality management re‐visited: a reflective review and agenda for future research”, Journal of Operation Management, Vol. 20 No. 1, pp. 91‐109.
Spear, S. and Bowen, H.K. (1999), “Decoding the DNA of the Toyota production system”, Harvard Business Review, September/October, pp. 97‐106.
St‐Pierre, J. and Raymond, L. (2004), “Short‐term effects of benchmarking on the manufacturing practices and performance of SMEs”, International Journal of Productivity and Performance Management, Vol. 53 No. 8, pp. 681‐99.
Stevenson, T.H. and Barnes, F.C. (2001), “Fourteen years of ISO 9000: impact, criticisms, costs, and benefits”, Business Horizons, Vol. 44 No. 3, pp. 45‐51.
Steventon, D. (1994), “Quality awards – a means to an end or an end in themselves?”, The TQM Magazine, Vol. 6 No. 5, pp. 7‐8.
Storey, J. (1995), “Introduction: from personnel management to human resource management”, in Storey, J. (Ed.), New Perspectives on Human Resource Management, Routledge, London, pp. 1‐18.
Sun, H. (1999), “The patterns of implementing TQM versus ISO 9000 at the beginning of the 1990s”, International Journal of Quality & Reliability Management, Vol. 16 No. 3, pp. 201‐15.
Sun, H., Li, S., Ho, K., Gertsen, F., Hansen, P. and Frick, J. (2004), “The trajectory of implementing ISO 9000 standards versus total quality management in Western Europe”, International Journal of Quality & Reliability Management, Vol. 21 No. 2, pp. 131‐53.
Taormina, T. (2002), Implementing IS0 9001:2000: The Journey from Conformance to Performance, Prentice Hall PTR, Upper Saddle River, NJ.
Taylor, W.A. (1995), “Senior executives and ISO 9000: attitudes, behaviours and commitment”, International Journal of Quality & Reliability Management, Vol. 12 No. 4, pp. 40‐57.
Terziovski, M., Samson, D.A. and Dow, D. (1997), “The business value of quality management systems certification: evidence from Australia and New Zealand”, Journal of Operations Management, Vol. 15 No. 1, pp. 1‐18.
Thomas, A.F. (1992), “Logistics benchmarking: search for the best”, Distribution, Vol. 91 No. 3.
UJSE (1992), The Deming Prize Guide for Overseas Companies, UJSE, Tokyo.
US Department of Commerce and Technology (1993), Malcolm Baldrige National Quality Award, US Department of Commerce and Technology, NIST, Washington, DC.
van der Wiele, T., Dale, B. and Williams, A.R.T. (2000), “Business improvement through quality management systems”, Management Decision, Vol. 38 No. 1, pp. 19‐23.
van der Wiele, T., Williams, A.R.T., Brown, A. and Dale, B.G. (2001), “The ISO 9000 series as a tool for organisational change: is there a case?”, Business Process Management Journal, Vol. 7 No. 4, pp. 323‐31.
Waldman, D.A. (1994), “The contributions of total quality management to a theory of work performance”, Academy of Management Review, Vol. 19 No. 3, pp. 510‐36.
Waldman, D.A., Lituchi, T., Gopalakrishnan, M., Laframboise, K., Galperin, B. and Kaltsounakis, Z. (1998), “A qualitative analysis of leadership and quality improvement”, Leadership Quarterly, Vol. 9 No. 2, pp. 177‐201.
Walton, M. (1990), Deming Management at Work, Perigee Books, New York, NY.
Whiting, R. (1991), “Lessons from the best‐in‐class”, Electronic Business, Vol. 17 No. 19, pp. 128‐34.
Whyte, J. and Witcher, B. (1992), “The adoption of total quality management in Northern England: an interim report”, DUBS Occasional Paper, No. 9236, Business School, Durham University, Durham.
Wikipedia – The Free Encyclopydia (2004), ISO 9000, available at: http://en.wikipedia.org/wiki/ISO_9000, June.
Wilkinson, A., Redman, T., Snape, E. and Marchington, M. (1998), Managing with Total Quality Management: Theory and Practice, Macmillan Press Ltd, London.
Wilson, J.P., Walsh, M.A.T. and Needy, K.L. (2003), “An examination of the economic benefits of ISO 9000 and the Baldrige award to manufacturing firms”, Engineering Management Journal, Vol. 15 No. 4, pp. 3‐10.
Wisniewski, M. and Stewart, D. (2001), “Using the statutory audit to support continuous improvement in Scottish local authorities”, International Journal of Public Sector Management, Vol. 14 Nos 6/7, pp. 540‐55.
Witcher, B. (1994), “The adoption of total quality management in Scotland”, The TQM Magazine, Vol. 6 No. 2, pp. 48‐53.
Woon, K.C. (2000), “Assessment of TQM implementation: benchmarking Singapore's productivity leaders”, Business Process Management Journal, Vol. 6 No. 4, p. 314.
Zeng, S.X., Tian, P. and Shi, J.J. (2005), “Implementing integration of ISO 9001 and ISO 14001 for construction”, Managerial Auditing Journal, Vol. 20 No. 4, pp. 394‐407.
EQA (2003), European Quality Award, available at: www.eqa.co.uk/, February.