International Journal of Quality & Reliability Management: Volume 18 Issue 4

Service quality between internal customers and internal suppliers in an international airline

Frederick A. Frost, Mukesh Kumar

Over the past decade, SERVQUAL has emerged as perhaps the most popular standardized questionnaire to measure service quality. In this study, a conceptual model, INTSERVQUAL, was…

Teams and TQM: A comparison between Australia and Thailand

Vimolwan Yukongdi

A survey of Australian and Thai employees was conducted in organisations implementing total quality management (TQM) to examine the effects of membership of teams on participation…

Prerequisites for the implementation of the SMED methodology: A study in a textile processing environment

Claire Moxham, Richard Greatbanks

Discusses the practical application of the single minute exchange of die (SMED) within a textile processing operation. First, the operational environment is presented, and the…

The effects of Investors in People and ISO 9002 in local authority leisure facilities

Robert Lentell, Barbara Morris

Previous research into the efficacy of the quality assurance standards in the ISO 9000 series has rarely focused upon their deployment in services. The UK standard Investors in…

Determination of reliability of ceramic cutting tools on the basis of comparative analysis of different functions distribution

Predrag Daiic´

By the application of statistical methods, following the breaking down of cutting tools in the phase of real exploitation, it is possible to determine the theoretical…

Integrated process control

José Luis Duarte Ribeiro, Carla Schwengber ten Caten, Celso Fritsch

Presents a new procedure for quality control and quality assurance in scenarios where several variables and attributes have to be monitored. The proposed procedure, named…