The TQM Magazine: Volume 12 Issue 6
Table of contents
ISO 9000 certification benefits, reality or myth?
Gavin P.M. DickGiven the rapid recent growth in ISO 9000 applications and the business performance benefits being claimed for it by National Accreditation Registrars, it is timely to review the…
The impact of powerful and weak customers on quality assurance systems and quality improvement programs
John GroocockContrasts idealised versions of quality assurance systems and quality improvement programs. Notes that only powerful customers such as defence procurement agencies can impose…
Managing customer satisfaction: a best practice perspective
Mohamed ZairiCustomer satisfaction is perhaps one of the most talked about challenges of organisations, both in the public and private sectors. Indeed, this represents every organisation’s…
Restructuring for TQM: a review
Naceur JabnounTQM gurus have mentioned little about organization structure. We don’t even have a clear answer on whether a TQM organization is centralized or not. Many companies superimpose…
Requirements engineering and management: the key to designing quality complex systems
Joseph J. CarrVery few high technology acquisition projects are successful. Problems occur far too often, regardless of whether one is acquiring clinical or business information systems…
Social‐dynamical aspects of quality management in NPD
Olaf A.M. Fisscher, Petra C. de Weerd‐NederhofTotal quality management (TQM) for new product development (NPD) implies first, external quality (EQ): a focus on market demands and organizational embedding; second, internal…
An empirical investigation of approaches to new work practices
Sarah IngleAnalysis of the total quality management (TQM) and related literature leads to the conclusion that firms introduce TQM principles and practices using different overall approaches…
The benefits of the implementation of the ISO 9000 standard: empirical research in 288 Spanish companies
Martí Casadesús, Gerusa GiménezSince 1987, when the International Organization for Standardization accepted a series of quality norms – the ISO 9000 standards – large companies and small and medium‐sized…