Total quality management in Sri Lankan service organizations
Tóm tắt
Từ khóa
Tài liệu tham khảo
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.
Brah, S.A., Wong, J.L. and Rao, B.M. (2000), “TQM and business performance in the service sector: a Singapore study”, International Journal of Operations and Production Management, Vol. 20 No. 11, pp. 1293‐312.
Bugdol, M. (2005), “The implementation of the TQM philosophy in Poland”, The TQM Magazine, Vol. 17 No. 2, pp. 113‐20.
Chang, P. and Lu, K. (1995), “Current status of total quality management implementation of Taiwan companies”, The TQM Magazine, Vol. 7 No. 1, pp. 14‐19.
Curry, A. and Kadasah, N. (2002), “Focussing on key elements of TQM – evaluation for sustainability”, The TQM Magazine, Vol. 14 No. 2, pp. 207‐16.
Dale, B.G. (2003), “TQM: an overview”, in Dale, B.G. (Ed.), Managing Quality, 4th ed., Blackwell Publishing, Oxford, pp. 3‐33.
Drew, E. and Healy, C. (2006), “Quality management approaches in Irish organizations”, The TQM Magazine, Vol. 18 No. 4, pp. 358‐71.
Fotopoulos, C.B. and Psomas, E.L. (2009), “The impact of ‘soft’ and ‘hard’ TQM elements on quality management results”, International Journal of Quality and Reliability Management, Vol. 26 No. 2, pp. 150‐63.
Ghosh, B.C. and Hua, W.H. (1996), “TQM in practice: a survey of Singapore's manufacturing companies on their TQM practices and objectives”, The TQM Magazine, Vol. 8 No. 2, pp. 52‐4.
Heizer, J. and Render, B. (2006), Operations Management, 8th ed., Pearson Education, New Delhi.
Huggins, L.P. (1998), “Total quality management and the contributions of A. V. Feigenbaum”, Journal of Management History, Vol. 4 No. 1, pp. 60‐7.
Huq, Z. and Stolen, J.D. (1998), “Total quality management contrasts in manufacturing and service industries”, International Journal of Quality and Reliability Management, Vol. 15 No. 2, pp. 138‐61.
Khanna, V.K. (2009), “5 ‘S’ and TQM status in Indian organizations”, The TQM Journal, Vol. 21 No. 5, pp. 486‐501.
Kumar, R., Garg, D. and Garg, T.K. (2009), “Total quality management in Indian industries: relevance, analysis and directions”, The TQM Journal, Vol. 21 No. 6, pp. 607‐22.
Lakhe, R.R. and Mohanty, R.P. (1995), “Understanding TQM in service systems”, International Journal of Quality & Reliability Management, Vol. 12 No. 9, pp. 139‐53.
Lau, A.W.T. and Tang, S.L. (2009), “A survey on the advancement of QA (quality assurance) to TQM (total quality management) for construction contractors in Hong Kong”, International Journal of Quality and Reliability Management, Vol. 26 No. 5, pp. 410‐25.
Lo, V.H.Y., Humphreys, P. and Sculli, D. (2001), “The definition method zero applied to ISO 9000 quality manuals”, The TQM Magazine, Vol. 13 No. 2, pp. 105‐11.
Marshall, C. and Rossman, G.B. (2006), Designing Qualitative Research, 4th ed., Sage Publishers, Thousand Oaks, CA.
Prajogo, D.I. (2005), “The comparative analysis of TQM practices and quality performance between manufacturing and service firms”, International Journal of Service Industry Management, Vol. 16 No. 3, pp. 217‐28.
Saunders, M., Lewis, P. and Thornhill, A. (2003), Research Methods for Business Students, Pearson Education, Harlow.
Silvestro, R. (1998), “The manufacturing TQM and service quality literatures: synergistic or conflicting paradigms?”, International Journal of Quality and Reliability Management, Vol. 15 No. 3, pp. 303‐28.
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.
Sit, W., Keng‐Boon, O., Binshan, L. and Alain, Y. (2009), “TQM and customer satisfaction in Malaysia's service sector”, Industrial Management & Data Systems, Vol. 109 No. 7, pp. 957‐75.
Sullivan‐Taylor, B. and Wilson, M. (1996), “TQM implementation in New Zealand service organizations”, The TQM Magazine, Vol. 8 No. 5, pp. 56‐64.
Tarí, J.J. (2005), “Components of successful total quality management”, The TQM Magazine, Vol. 17 No. 2, pp. 182‐94.
Tőremen, F., Karakus, M. and Yasan, T. (2009), “Total quality management practices in Turkish primary schools”, Quality Assurance in Education, Vol. 17 No. 1, pp. 30‐44.
Vouzas, F. and Psychogios, A.G. (2007), “Assessing managers’ awareness of TQM”, The TQM Magazine, Vol. 19 No. 1, pp. 62‐75.
Wahid, R.A. and Corner, J. (2009), “Critical success factors and problems in ISO 9000 maintenance”, International Journal of Quality & Reliability Management, Vol. 26 No. 9, pp. 881‐93.
Witcher, B. (1994), “The adoption of total quality management in Scotland”, The TQM Magazine, Vol. 6 No. 2, pp. 48‐53.
Yasin, M.M., Kunt, J.A.M. and Zimmerer, T.W. (2004), “TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness”, Managing Service Quality, Vol. 14 No. 5, pp. 377‐89.
Zikmund, W.G. (2003), Business Research Methods, 7th ed., Cengage Learning, New Delhi.