The TQM Magazine: Volume 12 Issue 5

Three leafed clover?: TQM, organisational excellence and business improvement

Rodney McAdam

This paper seeks to categorise the terminology currently in use within the quality management discourse. Aspirational definitions are studiously avoided, rather a critical…

A study of the influence of company culture, communications and employee attitudes on the use of 5Ss for environmental management at Cooke Brothers Ltd

Mary O’hEocha

In a manufacturing environment, the 5Ss in practice can result in considerable improvements in environmental performance in parallel with improved housekeeping and health and…

Managing customer dissatisfaction through effective complaints management systems

Mohamed Zairi

Complaints handling is not a substitute for abdicating the responsibility for managing quality and achieving customer satisfaction. Indeed, the former and the latter are nothing…

ISO 9000 – 2000 version: implications for applicants and examiners

George P. Laszlo

The 2000 version of ISO 9000 is very exciting for quality practitioners because it embraces the principles of quality management that have received wide acceptance because of the…

A conceptual framework for deployment of strategy‐related continuous improvements

Luiz C.R. Carpinetti, Mateus C. Gerólamo, Marcelo Dorta

This paper presents a conceptual framework for managing the process of systematically deriving improvement actions from customer expectations and strategic decisions through…

Employee involvement and quality management

Hongyi Sun, Ip Kee Hui, Agnes Y.K. Tam, Jan Frick

This paper records the research on the investigation of the empirical relationship between employee involvement (EI) and quality management. It is based on data from a survey of…

Managing Quality (3rd ed.)

K. Narasimhan