The TQM Magazine: Volume 16 Issue 1

Subject:

Table of contents

Experienced effects from applying TQM in societal improvement work in a Swedish community

Maria Fredriksson

An increasing number of communities use total quality management (TQM) concepts, traditionally connected with business and industry, for societal development. An outstanding…

On the effectiveness of quality management system audits

I.A. Beckmerhagen, H.P. Berg, S.V. Karapetrovic, W.O. Willborn

An “effective audit” cannot be taken for granted, even though it is performed by trained professionals using proven techniques and in accordance with internationally accepted…

6250

Partnership with internal customers – a way to achieve increased commitment

Roland Harnesk

An often‐discussed issue in the total quality management (TQM) philosophy is how to improve internal customer commitment. To find answers one must look at what the actual…

2231

The customer satisfaction in a reduced rank regression framework

Pietro Giorgio Lovaglio

In this paper we propose a methodology for the estimation of customer satisfaction conceived as a latent variable specified in the American Customer Satisfaction Index (ACSI…

2375

The profitability of customer‐targeted quality improvement efforts: an empirical examination

Mahmoud Yasin, Elisabete Correia, João Lisboa

While many researchers tend to agree that quality improvement efforts lead to operational and customer‐related organizational gains, the financial bottom‐line impact of quality…

1148

Private versus public sector excellence

Jacob K. Eskildsen, Kai Kristensen, Hans Jørn Juhl

This paper analyses the differences between private and public sector organisations in Denmark in relation to the penetration of holistic management models, how companies achieve…

5612

An index method for measurement of customer satisfaction

Ingrid Fečiková

Customer satisfaction (CS) has become an important issue for commercial and public service organisations. Companies win or lose based on what percentage of their customers they…

19396

ISSN:

0954-478X

Renamed to:

The TQM Journal

Online date, start – end:

1988 – 2007

Copyright Holder:

Emerald Publishing Limited

Merged from:

Training for Quality