TQM Journal
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Total quality management in Sri Lankan service organizations Purpose The purpose of this paper is to report the results of an investigation on the use of total quality management (TQM) tools, techniques and concepts among Sri Lankan service organizations. Design/methodology/approach This research consisted of a literature review and a questionnaire survey done among 99 service organizations in Sri Lanka. First, the factors that are commonly used by TQM organizations were identified through the literature review. Findings The analysis revealed that there is an enthusiasm among managers in implementing TQM in their organizations. According to the respondents, 41 per cent of the organizations have already implemented TQM. However, deeper analysis of data revealed that there is a lack of thorough understanding of TQM philosophies and techniques among the managers. Practical implications The findings of the paper will provide information to the practitioners to implement TQM in their organizations and to academics to design courses in TQM. Originality/value It is important to implement the related tools and techniques in full to realize the benefits of TQM. This paper reveals the level of use and understanding of these tools and techniques by the service sector managers in Sri Lanka.
TQM Journal - - 2012
Impact of Industry4.0/ICTs, Lean Six Sigma and quality management systems on organisational performance Purpose This paper compares impact of Industry 4.0 / emerging information and communication Technologies (ICTs), for example, Internet of things (IOT), machine learning, artificial intelligence (AI), robotics and cloud computing, on 22 organisational performance indicators under nine combinations of Lean Six Sigma (LSS) and quality management systems (QMS). Design/methodology/approach Survey of 105 Indian organisations was done about their experience of using QMS, Lean Six Sigma and emerging ICTs. Respondents included both manufacturing and service enterprises of different scales and sectors. The responses collected were compared, and statistically significant difference among them was evaluated using chi-square test. Findings The study confirmed statistically significant difference among 20 organisational performance indicators under different combinations of QMS, LSS and ICTs. These indicators include quality performance, delivery performance, sales turnover, inventory level and so forth. However, for two indicators, namely, absenteeism and throughput, significant difference in responses was not established. Research limitations/implications All possible combinations of QMS, LSS, only LSS tools and ICTs were not studied because of either theoretical impossibility (e.g. using LSS without LSS tools) or practically rare situations (e.g. organisations using ICTs and LSS without QMS). Furthermore, the impact from different sequences of implementing QMS, LSS and ICTs can be studied. Practical implications Using this study, practitioners can identify which LSS, Quality System and ICT combination results in best performance and quick success. On theoretical front, the study confirms impact of LSS and QMS on organisational performance. Originality/value This study evaluates organisational performance under several possible combinations of QMS, LSS, and emerging ICTs, which was so far unexplored.
TQM Journal - Tập 32 Số 4 - Trang 815-835 - 2020
<i>Kansei</i> engineering toolkit for the packaging industry Purpose The purpose of this paper is to describe the Kansei engineering toolkit that has been developed to provide a set of tools and techniques to support better packaging design. Design/methodology/approach The toolkit has its foundations in Kansei engineering but the work has extended the scope and increased reliability of results by: including structured linkages to designers; replacing “highest level Kansei ” from Kansei type 1 with brand values; introducing a more structured process for the elicitation of type 2 selection of pack physical properties; reducing the complexity of the semantic differential survey used to elicit consumer perceptions; and structuring a process for selection of the Kansei words. Findings The work has shown that the proposed toolkit is able to support the design of packaging by illustrating the process with industrial case studies. Research limitations/implications Kansei engineering and the techniques presented in this toolkit are inevitably simplifications of the real situation, since many more variables affect the consumers purchase decision than is tested in this process. There is still a need to test the insights gained by the toolkit into a wider investigation.Practical implications This paper offers the packaging industry a robust and repeatable method to develop better packaging. Originality/value The paper presents an overall description of the Kansei engineering toolkit for packaging design and is a structured process that provides quantitative results for the relationship between branding, consumer perception and design variables.
TQM Journal - - 2008
Statistical techniques for continuous improvement: a citizen's satisfaction survey Purpose The purpose of this paper is to propose a path analysis of data coming from a citizen's satisfaction survey to support decision makers in quality service improvement. In detail, the survey aims to measure citizen's satisfaction of an Italian local Public Administration regarding the “infant school (0‐6 years) enrollment service”. Design/methodology/approach The survey represents an experimentation of an original model measuring customers' satisfaction toward on‐line services. Some statistical methods to analyse a given dataset from different points of view are selected. Findings Outcomes of descriptive statistics as well as of multivariate data analysis to summarize information variables are presented. A new multivariate statistical technique, Probabilistic Expert Systems (PES) (Cowellet al. ), is proposed to simulate corrective actions (scenarios) and to suggest the best one for the service quality improvement. Originality/value The paper shows that statistical methods are able to support the decisional process because they allow the development of information (gathered from survey) into know‐how. However, managers need to join together both statistical information and experience by means of a systematic method, in order to take effective decisions.
TQM Journal - - 2010
Meta‐management of integration of management systems Purpose The realm of standardized management systems (MSs) has expanded greatly over the last two decades. This expansion has highlighted the need for structured approaches to facilitate the integration of these systems. The purpose of this paper is to explore the integration of standardized MSs through a meta‐management approach. Design/methodology/approach An extensive survey of literature was carried out. Based on the literature review, a comprehensive framework was developed to guide the integration of standardized MSs. The framework is based on the “direction‐consistency‐coherence‐feedback” cycle. Findings A critical review of existing models and methodologies for the integration of standardized MSs highlighted the need for a systems‐oriented approach to integration based on stakeholder needs. The review further highlighted that the integration of MSs must be carried out at the meta‐level of organisational control. This focuses integration efforts on a higher level of abstraction, logic, and inquiry than is typically the case in efforts focused at the intervention or modeling level. Practical implications The framework will be of interest to both researchers and practitioners in the integration of standardized MSs because it provides a systematic way for addressing various stakeholder requirements. It describes how organisations could handle integration at various organisational levels and how an infrastructure for continuous improvement could be established. Originality/value The paper makes several contributions. It presents a unique approach to integration that has not been addressed in previous publications. The paper elaborates how to carry out integration of standardized MSs and how to develop a business management system for the whole organisation.
TQM Journal - Tập 22 Số 6 - Trang 570-582 - 2010
Quality performance measurement practices in manufacturing companies Purpose The purpose of this paper is to present the results of a survey study on quality performance measurement practices in the Turkish top 500 manufacturing companies. The study evaluates both financial and non‐financial aspects of quality performance measures in Turkish manufacturing companies. Design/methodology/approach The methodology of the study was a postal questionnaire survey. The survey was conducted with the top 500 industrial enterprises in Turkey specified by the Istanbul Chamber of Industry (ICI) for the year 2005. These firms are selected and ranked by ICI according to production‐based sales. Findings Two major findings of the study are: Turkish manufacturing companies utilize non‐financial measures more frequently than financial measures; and Turkish managers perceive non‐financial measures to be more effective than financial measures. Research limitations/implications The sample is restricted to the top 500 industrial enterprises in Turkey. As the data in this study were collected from the manufacturing companies, the findings should not be generalized to other sectors. Originality/value The study is unique in reflecting the general practices and perceptions of manufacturing companies on quality performance measures across Turkey.
TQM Journal - Tập 21 Số 1 - Trang 72-86 - 2009
Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York Purpose This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector. Design/methodology/approach The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis. Findings This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention. Originality/value The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.
TQM Journal - Tập 33 Số 7 - Trang 193-221 - 2021
Ranking model of total quality management enablers in healthcare establishments using the best-worst method
Purpose
Recent years have witnessed a significant rise in Indian healthcare establishments (HCEs) which indicate that there is a constant need to improve the healthcare quality services through the adoption and implementation of TQM enablers. The purpose of this paper is to identify such enablers and then propose a ranking model for TQM implementation in Indian HCEs for improved performance.
Design/methodology/approach
The study identifies 20 TQM enablers through comprehensive literature survey and expert’s opinion, and classifies them into five main categories. The prominence of these enablers is established using a recently developed novel multi-criteria decision making (MCDM) method, i.e. best-worst method (BWM). The importance of the various main category and sub-category enablers is decided on the basis of their weights which are determined by the BWM. In comparison to other MCDM methods, such as analytical hierarchy process, BWM requires relatively lesser comparison data and also provides consistent comparisons which results in both optimal and reliable weights of the enablers considered in this paper. Further, a sensitivity analysis is also carried out to ensure that the ranking (based on the optimal weights) of the various enablers is reliable and robust.
Findings
The results of this study reveal that out of five main category enablers, the “leadership-based enablers (E1)” and the “continuous improvement based enablers (E5)” are the most and the least important enablers, respectively. Similarly, among the 20 sub-category enablers, “quality leadership and role of physicians (E14)” and “performing regular survey of customer satisfaction and quality audit (E52)” are the most and the least dominating sub-category enablers, respectively.
Research limitations/implications
This study does not explore the interrelationship between the various TQM enablers and also does not evaluate performance of the various HCEs based on the weights of the enablers.
Practical implications
The priority of the TQM enablers determined in this paper enables decision makers to understand their influence on successful implementation of the TQM principles and policies in HCEs leading to an overall improvement in the system’s performance.
Originality/value
This study identifies the various TQM enablers in HCEs and categorizes them into five main categories and ranks them using the BWM. The findings of this research are quite useful for management of the HCEs to properly understand the relative importance of these enablers so that managers can formulate an effective and efficient strategy for their easy and smooth implementation which is necessary for continuous improvement.
TQM Journal - Tập 31 Số 5 - Trang 790-814 - 2019
Leadership, empowerment and customer satisfaction in teaching institutions Purpose By studying the leadership role of management and faculty in a Pakistani University to find out gaps in the delivery of technology integrated services in enrolment and advisory capacity offered at the beginning of every new term at the University of Central Punjab in Lahore, Pakistan, this paper seeks to find the impact of the process of service delivery on customer loyalty and positive word of mouth, the key objectives for attaining quality. Design/methodology/approach A mixed methods approach, comprising survey and interviews were used to investigate customer satisfaction. Factorial analysis and SEM modeling was applied to quantitative data, whereas coding and interpretive analysis were used for qualitative data. Findings The results highlight the differences in leadership style adopted by management and faculty. The SEM model suggests that, as long as students lack autonomy and perceive a lack of empowerment of faculty, their satisfaction with the enrolment and advisory services will be affected negatively and will result in negative outcomes on word of mouth. Research limitations/implications The small sample and contextual nature of study limit the scope of generalization. However, the analysis contributes toward improving the leadership approach of Pakistani management and faculty at private universities. Originality/value The study identifies the challenges faced by the management in providing customer satisfaction with the services by approaching the problem from a different angle, i.e. leaders' use of their cognitive resources and their relationship focusing on customer satisfaction. It extends the research literature on leadership styles as being applicable to student services available.
TQM Journal - Tập 23 Số 4 - Trang 388-402 - 2011
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