The TQM Journal

Detecting unexpected scores of individual students in an examination based on past scores and current daily efforts

Nursuhana Alauddin, Saki Tanaka, Shu Yamada

This paper proposes a model for detecting unexpected examination scores based on past scores, current daily efforts and trend in the current score of individual students…

Industrial Design Structure: a straightforward organizational integration of DFSS and QFD in a new industry and market reality

Leonardo Frizziero, Christian Leon-Cardenas, Giulio Galiè, Alfredo Liverani

The aim of this research is to enlighten the methodology model of Industrial Design Structure (IDeS) that integrates the internal and external customer feedback embodied…

Does the ferry sector need soft total quality management practices? Evidence from an Italian ferry company

Teresina Torre, Damiano Petrolo, Massimiliano Matteo Pellegrini, Daria Sarti

The study aims to deepen existing knowledge on the specific role of soft total quality management (TQM) practices in the ferry sector. Over the last decade, TQM practices…

Does pickup service quality explain buy online pickup in-store service user's citizenship behavior? Moderating role of product categories and gender

Thamaraiselvan Natarajan, Deepak V. Ramanan, Jegan Jayapal

Building on stimulus organism response theory, the current study examines the influence of pickup service quality of buy online, pickup in-store (BOPIS) service on the…

Analysis of critical success factors for successful integration of lean six sigma and Industry 4.0 for organizational excellence

Maharshi Samanta, Naveen Virmani, Rajesh Kumar Singh, Syed Nadimul Haque, Mohammed Jamshed

Manufacturing industries are facing dynamic challenges in today’s highly competitive world. In the recent past, integrating Industry 4.0 with the lean six sigma…

Innovative profiles of TQM in banking management. The relationship between employee training and risk mitigation

Mario Testa, Antonio D'Amato, Gurmeet Singh, Giuseppe Festa

This paper aims to investigate the relationship between employee training and bank risk to verify whether and to what extent an increase in employee training, as a soft…

A comparison between E-TailQ and ES-Qual for measuring e-service quality in the retail industry: an emerging economy case

Sumreen Zia, Raza Rafique, Hakeem-Ur- Rehman, Muhammad Adnan Zahid Chudhery

There is a growing trend in online shopping in developing and underdeveloped economies. Measuring web retail service quality is vital to enhance and retain online…

Empirical analysis of Lean Six Sigma implementation barriers in healthcare sector using fuzzy DEMATEL approach: an Indian perspective

Mahipal Singh, Rajeev Rathi, Ajay Jaiswal, Shah Dhyey Manishbhai, Shaptarshi Sen Gupta, Abhishek Dewangan

The present study aims to explore the barriers to Lean Six Sigma (LSS) implementation in the healthcare sector and develop the ranking of finalized barriers using the…

The path from customer experience to customer citizenship: new adventure is a touristic railway journey

Çağlar Samsa

In this study, the author aimed to measure the effect of customer loyalty on customer citizenship behavior as well as the effect of experience value perceptions of tourist…

Predicting customer loyalty to Airbnb using PLS-SEM: the role of authenticity, interactivity, involvement and customer engagement

Rezarta Sallaku, Vania Vigolo

Drawing on social exchange theory, this study clarifies the roles of authenticity, interactivity and involvement in predicting customer engagement (CE) and, ultimately…

Research progress on working conditions in supply chains: a comprehensive literature review and future research propositions

Surajit Bag, Pavitra Dhamija

The International Labour Organization (ILO) has emphasized advancing decent employment in global supply chains. Supply chains (SC) are responsible for the growth of any…

Employee's performance and Kaizen events' success: does supervisor behaviour play a moderating role?

Manjeet Kharub, Himanshu Gupta, Sudhir Rana, Olivia McDermott

The study's goal was to identify the factors contributing to the practical completion of Kaizen events (KEs). The effect of the work-study man's characteristics, the…

Quality assurance and improvement program: some considerations for central banks

Salvatore Polizzi, Fabio Lupo, Sara Testella

Quality Assurance and Improvement Program (QAIP) is defined as “an ongoing and periodic assessment of the entire spectrum of audit and consulting work performed by the…

Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty

Jeeva Venkatakrishnan, Ravikumar Alagiriswamy, Satyanarayana Parayitam

This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the…

Critical success factors of lean in the public services sector: the case of the Greek citizen's service centers

Efthalia Keramida, Evangelos L. Psomas, Jiju Antony

The aim of this study is to determine the most critical success factors (CSFs) of lean adoption in a specific Greek public services subsector namely citizen's service…

Entrepreneurial coaching mediating relationship between TQM soft practices and firm performance: cases of certified Tunisian companies

Anis Ben Salem

This paper aims to study implicitly the mediating role of entrepreneurial coaching between TQM soft practice and firm performance.

The impact of Industry 4.0 technologies and the soft side of TQM on organisational performance: a multiple case study analysis on manufacturing organisations

Emanuele Gabriel Margherita, Alessio Maria Braccini

The purpose of this study is to explore how Industry 4.0 (I40) technologies support workers' engagement in soft total quality management (TQM) practices for organisational…

Towards digitalisation of quality management: conceptual framework and case study of auto-component manufacturer

Anupama Prashar

Industry 4.0-driven digitalisation is said to offer a way to redesign traditional compliance-oriented quality management (QM) models. However, despite a rising academic…

An integrated QFD and fuzzy TOPSIS approach for supplier evaluation and selection

Jitendra Sharma, Bibhuti Bhusan Tripathy

Supplier evaluation and selection is an essential (multi-criteria decision-making) MCDM process that considers qualitative and quantitative factors. This research work…

Do memorable restaurant experiences affect eWOM? The moderating effect of consumers' behavioural engagement on social networking sites

Gustavo Quiroga Souki, Alessandro Silva de Oliveira, Maria Manuela Martins Guerreiro, Júlio da Costa Mendes, Luiz Rodrigo Cunha Moura

Many restaurants offer high-quality service to their customers, hoping to provide memorable experiences that influence their loyalty and electronic word of mouth (eWOM)…

The key success factors to adopting lean practices: the case of South American manufacturing firms

Mario Ferrer, Erick Calvo, Ricardo Santa

The purpose of this paper is to identify the factors that promote the successful adoption of lean practices in manufacturing firms operating in developing economies in…

Prioritising the determinants of Industry-4.0 for implementation in MSME in the post-pandemic period – a quality function deployment analysis

Alpana Agarwal, Ravindra Ojha

Micro, Small, Medium Enterprises (MSMEs) are witnessing an accelerated transformation by the advent of Industry-4.0 (I4.0) in the post-pandemic period. It is offering…

Evaluating quality management of road construction projects: a Delphi study

Debby Willar, Bambang Trigunarsyah, Anak Agung Diah Parami Dewi, Febriane Makalew

There are various methods to assess the failure of a road construction project that does not meet quality and performance standards. This study aims to evaluate the…

A practical framework for ranking universities by their competitive advantages: a mixed methods study on foundation universities in Turkey

İrfan Ayhan, Ali Özdemir

The purpose of this research is to determine the competitive advantages of higher education institutions (HEIs) and create a new methodology to rank universities according…

Analyzing critical factors of strategic alignment between operational excellence and Industry 4.0 technologies in smart manufacturing

Melisa Ozbiltekin-Pala, Yigit Kazancoglu, Anil Kumar, Jose Arturo Garza-Reyes, Sunil Luthra

The manufacturing sector is highly competitive and operationally complex. Therefore, the strategic alignment between operational excellence methodologies and Industry 4.0…

Evaluation of organizational variables of quality 4.0 in digital transformation: the study of an Indian manufacturing company

Ankesh Mittal, Vimal Kumar, Pratima Verma, Arpit Singh

The study aims to identify organizational variables of quality 4.0 for an Indian manufacturing company in the case of digital transformation. Furthermore, the organization…

A roadmap for the application of PLS-SEM and IPMA for effective service quality improvements

Noorjahan Banon Teeluckdharry, Viraiyan Teeroovengadum, Ashley Keshwar Seebaluck

The paper provides a step-by-step guide in the guise of a roadmap for service improvement initiatives using importance performance map analysis (IPMA).

Does internal control contribute to quality management in higher education institutions? Indonesia's adoption experience of the COSO integrated framework

Hafiez Sofyani, Haslida Abu Hasan, Zakiah Saleh

This study investigates internal control implementation contribution to quality management at higher education institutions (HEIs).

Value co-creation in the health-care ecosystem for sustained excellence: realization of patient-centered medicine through task shifting of nurses

Atsushi Katsuda, Yoshiyuki Naito, Toshihiko Ishihara

In Japan, health-care systems have long been supported by physicians' long working hours. To solve this problem, there is an urgent need to improve the working environment…

Critical challenges of integrating OPEX strategies with I4.0 technologies in manufacturing SMEs: a few pieces of evidence from developing economies

Sudhanshu Joshi, Manu Sharma, Shalini Bartwal, Tanuja Joshi, Mukesh Prasad

The study proposes to determine the impending challenges to lean integration with Industry 4.0 (I4.0) in manufacturing that aims at achieving desired operational…

Drivers of social innovation in disability services for inclusion: a focus on social farming in nonprofit organizations

Giorgio Mion, Rossella Baratta, Angelo Bonfanti, Sara Baroni

This study investigates the drivers of social innovation in disability services with specific reference to the context of nonprofit organizations of social farming. In…

Winning customers' hearts and minds using DFSS in the insurance industry

Jing-Rong Chang, Venkateswarlu Nalluri, Long-Sheng Chen, Shih-Hsun Chen

This study aims to simultaneously examine customer complaints through the proposed novel Design for Six Sigma (DFSS) model which incorporates of creating the new insurance…

Strengthening the social performance of Indian SMEs in the digital era: a fuzzy DEMATEL analysis of enablers

Ravinder Kumar, Ubaid Ur Rehman, Rakesh Kumar Phanden

In the modern digital age technologies like Industry 4.0 has revolutionized the manufacturing sector. There are many economic and technological advantages of…

A brief review of partial least squares structural equation modeling (PLS-SEM) use in quality management studies

Francesca Magno, Fabio Cassia, Christian M. Ringle

Partial least squares structural equation modeling (PLS-SEM) has become an established social sciences multivariate analysis technique. Since quality management…

An empirical study into the use of 7 quality control tools in higher education institutions (HEIs)

Swati Mathur, Jiju Antony, McDermott Olivia, Lizarelli Fabiane Letícia, Bhat Shreeranga, Jayaraman Raja, Chakraborty Ayon

The main purpose of this study is to revisit Ishikawa's statement: “95% of problems in processes can be accomplished using the original 7 Quality Control (QC) tools”. The…

Selecting new products by the revised ideal ratio: a Kano model approach

Arash Shahin, Ali Nourmohammadi

This paper aims to revise the ideal ratio for selecting new products based on their qualitative analysis of desired/undesired functions.

Not just numbers! Improving TTO performance by balancing the soft sides of the TQM

Valentina Cucino, Nicola Del Sarto, Giulio Ferrigno, Andrea Mario Cuore Piccaluga, Alberto Di Minin

This study investigates the role of “soft” factors of total quality management – in terms of empowerment and engagement of employees – in facilitating or hindering…

Critical success factors for open source innovation in pharma industry: learning from two case studies

Ajay Jha, R.R.K. Sharma, Vimal Kumar

The study aims to add to the body of knowledge of open source tangible product management (also called open design). The objective is also to develop a guideline for…

Passengers' service perceptions emerging from user-generated content during the pandemic: the case of leading low-cost carriers

Mehmet Bahri Saydam, Victor Oluwafemi Olorunsola, Hamed Rezapouraghdam

Although a vast amount of research has been started to gauge customer satisfaction using surveys, the influence of COVID-19 on passengers' satisfaction has not received…

The sustainability opportunity study (SOS) – diagnosing by operationalising and sensemaking of sustainability using Total Quality Management

Raine Isaksson, Swaminathan Ramanathan, Max Rosvall

A key issue to manage sustainability is to be able to operationalise it. Relevant indicators require an appropriate definition of sustainability and sustainable…

Measuring green innovation through total quality management and corporate social responsibility within SMEs: green theory under the lens

Tamoor Azam, Wang Songjiang, Khalid Jamil, Sobia Naseem, Muhammad Mohsin

In the modern business world, the main focus of the organizations is to improve the quality of the products and minimize the wastage of raw material. Keeping in view the…

Critical analysis of Lean Six Sigma black belt certification courses offered in Brazil

Paula de Santi Louzada, Tiago F.A.C. Sigahi, Gustavo Hermínio Salati Marcondes de Moraes, Izabela Simon Rampasso, Rosley Anholon, Jiju Antony, Elizabeth A. Cudney

This study aims to present an overview and analyze the Lean Six Sigma Black Belt (LSSBB) certifications offered by institutions operating in Brazil.

Enhancing TQM’s effect on small business performance: a PLS-SEM exploratory study of TQM applied with a comprehensive strategic approach

Scott C. Manley, Ralph I. Williams Jr., Joseph F. Hair Jr.

Given the positive organizational principles associated with total quality management (TQM) – customer focus, continuous improvement, and process management – one would…

Total quality service in digital era

Francesco Schiavone, Maria Cristina Pietronudo, Annamaria Sabetta, Marco Ferretti

Total quality management is a valuable approach to continuously improve the quality of organizations; however, scholars debate its applicability to services, which require…

Integrating operational excellence strategies with Industry 4.0 technologies through reconfigurable manufacturing system practices

Rajesh Pansare, Gunjan Yadav, Madhukar R. Nagare

Because of the COVID-19 pandemic and changing market demands, competition for manufacturing industries is increasing and they face numerous challenges. In such a case, it…

Influence of aromatization on the perception of work environment and job satisfaction

Karol Čarnogurský, Peter Madzík, Anna Diacikova, Jakub Bercik

The aim of this paper is to examine how indoor aromatization affects the expressed and unexpressed satisfaction with the work environment in the production hall of an…

Triggering a patient-driven service innovation to foster the service ecosystem well-being: a case study

Antonietta Megaro, Luca Carrubbo, Francesco Polese, Carlo Alessandro Sirianni

The aim of this paper is to understand if service innovation (Helkkula et al., 2018), based on artificial intelligence (AI) systems, may guarantee healthcare service…

Unleashing an ML-based selection criteria for economic lot sizing in a smart batch-type production system

Narinder Kumar, Bikram Jit Singh, Pravin Khope

Inventory models are quantitative ways of calculating low-cost operating systems. These models can be either deterministic or stochastic. A deterministic model…

A global study on applicability of ISO 18404:2015 for SMEs: an exploratory qualitative study

Jiju Antony, Vikas Swarnakar, Willem Salentijn, Alireza Shokri, Mehran Doulatabadi, Shreeranga Bhat, Olivia McDermott, Raja Jayaraman, Michael Sony

ISO 18404:2015 standard defines the proficiencies to the attainment of distinct competency levels with either Lean Manufacturing or Six Sigma or separately combined…

The moderating role of Lean Six Sigma practices on quality management practices and quality performance in medical device manufacturing industry

Choon Ling Sim, Francis Chuah, Kit Yeng Sin, Yi Jin Lim

The purpose of this paper is to explore the moderating role of Lean Six Sigma (LSS) practices in explaining the relationship between quality management practices (QMPs…

A balanced approach involving hard and soft factors for internalizing Lean Management and Six Sigma in hospitals

Relinde De Koeijer, Mathilde Strating, Jaap Paauwe, Robbert Huijsman

This study examines the theoretical and empirical relationships between LM&SS, human resource management (HRM), climate for LM&SS and outcomes (employee well-being and…

Sustainability reporting as a 21st century problem statement: using a quality lens to understand and analyse the challenges

Swaminathan Ramanathan, Raine Isaksson

This paper explores quality science and quality management as a potential pathway to resolve the challenges of corporate sustainability reporting (CSR) by establishing the…

A conceptual framework of quality cost chain in strategic cost management

Tigor Tambunan

This study aims to discover a practical and effective way to apply the quality cost concept in Strategic Cost Management (SCM) framework. The interaction of preventive…

Prioritizing the barriers of green smart manufacturing using AHP in implementing Industry 4.0: a case from Indian automotive industry

Sucheta Agarwal, Kuldeep Kumar Saxena, Vivek Agrawal, Jitendra Kumar Dixit, Chander Prakash, Dharam Buddhi, Kahtan A. Mohammed

Manufacturing companies are increasingly using green smart production (GSM) as a tactic to boost productivity since it has a number of advantages over conventional…

How to invest in total quality management practices for enhanced operational performance: findings from PLS-SEM and fsQCA

Innocent Senyo Kwasi Acquah, Judith Quaicoe, Michael Arhin

Consumer expectations of quality have grown in recent years, forcing organisations, both service and manufacturing, to adopt total quality management (TQM) principles to…

Determinants of effectiveness of lean healthcare performance in Malaysian public hospitals

Kim Yoke Ong, Suhaiza Zailani, Kanagi Kanapathy, Muhammad Khalilur Rahman, Abdullah Al Mamun, Miraj Ahmed Bhuiyan

This study aims to explore the lean leadership factors influencing the effectiveness of lean healthcare performance at hospitals.

Unveiling the relation between the challenges and benefits of operational excellence and industry 4.0: a hybrid fuzzy decision-making approach

Seyed Hossein Razavi Hajiagha, Hannan Amoozad Mahdiraji, Samin Moradi, Jose Arturo Garza-Reyes, Saeed Alaei

Operational excellence (OpEx) is a direction toward learning and developing an excellent culture in all aspects of an organization. To reach this culture, revolutionizing…

Increasing the willingness to stay – a novel and comprehensive member satisfaction index (MSI) model tested in a leading German tennis club

Kathrin Kölbl, Cornelia Blank, Wolfgang Schobersberger, Mike Peters

This study aims to address customer focus as an important component of total quality management (TQM) and explore the key drivers of member satisfaction in tennis clubs…

The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants

Ala’ Omar Dandis, Donna Marie Wallace-Williams, Arnt Kyawt Ni, Len Tiu Wright, Yousef Ibrahim Abu Siam

The aim of this study is to examine the role of relational benefits and brand experience measurements on willingness to pay more (WPM), effects of word of mouth (WOM) and…

Relationship of total quality management with corporate sustainability in the MSME sector: does innovation capability play a mediating role?

Manoj Hudnurkar, Suhas Ambekar, Sonali Bhattacharya, Pratima Amol Sheorey

This study attempts to find the structural relationship between Total Quality Management (TQM) and Corporate Sustainability (CS) by analyzing the role of Innovation…

Re-conceptualising Total Quality Leadership: a framework development and future research agenda

Alexandros Psychogios

The aim of this paper is to theoretically explore the concept of leadership in a Total Quality Management (TQM) context by developing a new theoretical framework of…

Ambidexterity and Agile project management: an empirical framework

Daniele Binci, Corrado Cerruti, Giorgia Masili, Cristina Paternoster

The purpose of this study is to explore the agile project management (APM) approach through the contextual ambidextrous lens by overcoming the traditional perspective that…

Integrating Industry 4.0 and Total Productive Maintenance for global sustainability

Ashutosh Samadhiya, Rajat Agrawal, Jose Arturo Garza-Reyes

The integration of Total Productive Maintenance (TPM) and Industry 4.0 (I4.0) is an emerging model, and the global pressure of various stakeholders raises scepticism of…

The effects of chatbots’ attributes on customer relationships with brands: PLS-SEM and importance–performance map analysis

Francesca Magno, Giovanna Dossena

Many firms are investing in digital services to improve customer experiences. Virtual service agents, or “e-service agents” (“e-agents”) such as chatbots, are examples of…

Deployment of fuzzy TOPSIS-integrated value stream mapping for a fabrication industry: a case study

B.G. Aadithya, P. Asokan, S. Vinodh

This research aims to identify lean tools and techniques that are needed to be implemented to improve the performance in the fabrication industry. The objective is to find…

Analysis of barriers for implementation of integrated Lean Six Sigma and Industry 4.0 using interpretive ranking process

S. Vinodh, Somishang A. Shimray

Lean Six Sigma (LSS) is a continuous improvement procedure that helps in improving the performance, decreasing variations, reducing lead time and increasing profit…

An empirical study into the reasons for failure of sustaining operational excellence initiatives in organizations

Jiju Antony, Michael Sony, Olivia McDermott, Vikas Swarnakar, Brian Galli, Mehran Doulatabadi, Rajesh Kaul

Operational excellence (OPEX) initiatives such as Lean, Six Sigma, Lean Six Sigma and Agile have some common characteristics that can be understood through their adoption…

Detection of unusual scores of individual students for immediate remedy according to daily assessment data

Nursuhana Alauddin, Shu Yamada

The availability of daily assessment data in a centralized monitoring system at school provides the opportunity to detect unusual scores soon after the assessment is…

Bank 4.0 experiential quality and customer loyalty: a serial mediating role of customer trust and engagement

Ananda Sabil Hussein, Sumiati Sumiati, Raditha Hapsari, Juhaida Abu Bakar

This study aims to explore the structure and dimensions of experiential quality in the context of Indonesian Bank 4.0. Moreover, this study also explains the process of…

Relationship between the state of the country's logistics and perishable goods' output: dairy industry

Maira Bauer, Almas Mukhametov, Pavel Trifonov

This paper seeks to assess the capabilities and maturity of supply chain planning and product quality management systems implemented by the dairy industries in three…

The impact of Covid-19 on organisational commitment with mediating role of satisfaction among the Iraqi auditors

Mahmoud Lari Dashtbayaz, Mahdi Salehi, Sadeq Mozan

The study seeks to examine the effect of the Covid-19 on organisational commitment with the mediating role of job satisfaction of Iraqi auditors to determine the impact…

Factors influencing patient safety culture in operating room in a teaching hospital in Jordan: a qualitative descriptive study

Muhammad Ahmed Alshyyab, Rania Albsoul, Gerard Fitzgerald

To explore the perceptions of surgical team members in a tertiary hospital in Jordan toward the factors influencing patient safety culture (PSC).

Key drivers of promoting patient safety culture from the perspective of medical staff at a tertiary hospital in China

Li Li, Hsin-Hung Wu, Chih-Hsuan Huang, Yuanyang Zou, Xiao Ya Li

Understanding the antecedents of patient safety culture among medical staff is essential if hospital managers are to promote explicit patient safety policies and…

Integrating Lean Six Sigma with blockchain technology for quality management – a scoping review of current trends and future prospects

Raja Wasim Ahmad, Walaa Al Khader, Raja Jayaraman, Khaled Salah, Jiju Antony, Vikas Swarnakar

The purpose of this research is to study and analyze the literature that integrates Lean Six Sigma (LSS) approach with blockchain technology in different sectors for…

Analysis of the integrating sustainable value creation process: evidence from Iran's automotive industry

Hasan Valiyan, Mohammadreza Abdoli, Alireza Koushki Jahromi, Leila Zamanianfar, Peyman Gholizadeh

Automotive industry is one of the most important industries in the economy of countries due to its extensive relationship with other industries; high production and…

A study on Ishikawa’s original basic tools of quality control in healthcare

Olivia McDermott, Jiju Antony, Michael Sony, Angelo Rosa, Mary Hickey, Tara Ann Grant

The main purpose of this study is to investigate Ishikawa’s statement that “95% of problems in processes can be accomplished using the 7 Quality Control (QC) tools” and…

An investigation of mediating factors for export–import business performance excellence: a systems perspective framework for Thailand

Grid Rangsungnoen

The Baldrige criteria for assessing business performance excellence (BCPE) suggests a relationship among seven self-assessment categories. The purpose of this paper is to…

To study the comparison and effect of Six Sigma and Red Bin Analysis in Indian manufacturing industries

Sumit Shandilya, Jaskiran Arora, Vinayak Kalluri

Continued quest for business improvement in terms of enhanced productivity and cost cuts is the most valued strategic function in an organization. Towards this endeavor…

A decision support system to evaluate the quality and warranty policies for remanufactured products

Swee Kuik, Joowon Ban, Li Diong, Xiaolie Qi

This paper proposes optimisation models to evaluate and examine the selling of extended warranty policies in terms of improved profits in producing/marketing…

Quality and costs in health care: using target costing in support of bundled payment programs

Leonardo Sedevich-Fons

The main purpose of this study is to provide healthcare institutions with a management accounting framework that helps them achieve their quality goals and cost targets…

The quest for attractiveness of publicly owned libraries: a service quality perspective

Rocco Palumbo

Publicly owned libraries deliver a fundamental public service, fostering the citizens' access to knowledge. However, little is known about the factors underpinning the…

Perceived quality: in search of a definition

Andrey Solin, Adrienne Curry

This paper aims to present a review of extant literature representing attempts to define perceived quality and to propose a new definition. Perceived quality (PQ) is a…

Structural equation modelling – artificial neural network based hybrid approach for assessing quality of university cafeteria services

Meryem Uluskan

This study aims to show the effectiveness and applicability of artificial intelligence applications in the measurement and evaluation of university services. Universities…

Quality 4.0 transition framework for Tanzanian manufacturing industries

Deusdedith Pastory Maganga, Ismail W.R. Taifa

This research aimed at developing the Quality 4.0 transition framework for Tanzanian manufacturing industries.

Leanness assessment of a complex assembly line using integrated value stream mapping: a case study

Narpat Ram Sangwa, Kuldip Singh Sangwan

This paper proposes an integrated value stream mapping (VSM) for a complex assembly line to improve the leanness of a complex automotive component manufacturing organization.

Lean in industry 4.0 is accelerating manufacturing excellence – A DEMATEL analysis

Ravindra Ojha

The purpose of this research paper is to study the digital accelerators in conjunction with lean manufacturing enablers in the technology driven Industry 4.0 (I4.0) and…

Lean and its impact on sustainability performance in service companies: results from a pilot study

Fabiane Letícia Lizarelli, Ayon Chakraborty, Jiju Antony, Raja Jayaraman, Matheus Borges Carneiro, Sandy Furterer

The purpose of this empirical research is to understand the application of Lean practices (technical and social) and tools in the service sector, whose implementation is…

The place of ISO 18404:2015 in organisational improvement

Radouane Oudrhiri, Mustafa Al-Balushi, Stuart Anwyl, Anthony Bendell, Sabet Chamie, Shirley Yvonne Coleman, Mark Hayman, Roger Hilton, Osama Ahmad Melhem, Jayeshkumat Patel, Steve Ward, Simon White, Peter Whitehouse

This paper gives the background to the ISO 18404:2015 standard and explains its rationale. It aims to correct misconceptions and erroneous statements about the standard…

A study on critical failure factors of Design for Six Sigma in Indian companies: results from a pilot survey

Shreeranga Bhat, Jiju Antony, Gijo E.V., Rajesh Koul, Elizabeth A. Cudney, Ayon Chakraborty

While Six Sigma (SS) has been deployed effectively in Indian manufacturing and service sectors as a process improvement methodology, the implementation of Design for Six…

Characterizing the integration of BRC food safety certification and lean tools: the case of an Ecuadorian packaging company

Juan Sebastián Bravo-Paliz, Sonia Valeria Avilés-Sacoto

Worldwide, companies are interested in improving processes and reaching high levels of quality through the adoption of various systems. For example, they implement quality…

Applicability of healthcare service quality models and dimensions: future research directions

Javed Ali, Ahmad Jusoh, Norhalimah Idris, Khalil Md Nor, Yulin Wan, Alhamzah F. Abbas, Ahmed H. Alsharif

The purpose of this study is to explore the literature of healthcare service quality for identifying and analyzing the healthcare service quality models and dimensions and…

Turning crises into opportunities in the service sector: how to build antifragility in small and medium service enterprises

Vincenzo Corvello, Saverino Verteramo, Carlo Giglio

This work aims at investigating the variables that foster antifragility in the context of small and medium-sized service companies (service SMEs).

Lean management practices perception and their influence on organizational performance in a public Higher Education Institution

Leander Luiz Klein, Kelmara Mendes Vieira, Diego Russowsky Marçal, Jeferson Roberto Lima Pereira

The purpose of this paper is to explore the perception of Lean management practices by public servants of a Higher Education Institution (HEI) and its influence on the…

Prioritization of critical success factors for sustainable Lean Six Sigma implementation in Indian healthcare organizations using best-worst-method

Vikas Swarnakar, Anthony Bagherian, A.R. Singh

Recent years have seen an increased demand for healthcare services, presenting a need to improve service quality through the deployment of sustainable Lean Six Sigma…

Recognizing the legacy of the TQM Journal: a bibliometric analysis of Scopus indexed publications (2008 - 2021)

Navjit Singh, Simran Arora

The purpose of this paper is to examine the trends in research published by the TQM Journal since its indexing in the Scopus database in 2008. The paper intends to offer a…

Developing Internet of Things-related ISO 10001 Hand Hygiene Privacy Codes in healthcare

María Belén Ortiz, Stanislav Karapetrovic

Augmentation of an ISO 10001 code system for healthcare worker (HW) satisfaction with ISO/IEC 27701 and ISO/IEC 29184 privacy-related subsystems is shown. Four specific…

Decision-making framework for supplier selection using an integrated MCDM approach in a lean-agile-resilient-green environment: evidence from Indian automotive sector

Atul Kumar Sahu, Mahak Sharma, Rakesh D. Raut, Anoop Kumar Sahu, Nitin Kumar Sahu, Jiju Antony, Guilherme Luz Tortorella

Today, proficient practices are required to stimulate along various boundaries of the supply chain (SC) to exploit manufacturing resources economically, effectually and…

The evolution and future of lean Six Sigma 4.0

Jiju Antony, Olivia McDermott, Daryl Powell, Michael Sony

This purpose of this study is to provide an overview of the current state of research on Lean Six Sigma (LSS) and Industry 4.0 and the key aspects of the relationships…

Investigating the role of crowdsourcing in improving the quality of production processes: a systematic literature review

Michele Grimaldi, Silvia Vermicelli, Livio Cricelli

In recent years, crowdsourcing – an open and innovative model for outsourcing tasks to a crowd – has become popular for production processes, allowing organizations and…

Healthcare professional's perception of patient safety assessed by the hospital survey on patient safety culture in Taiwan: a systematic review

Hsin-Hung Wu, Yii-Ching Lee, Chih-Hsuan Huang, Li Li

Safety activities have been initiated in healthcare organizations in Taiwan, but little is known about the performance and trends of safety culture on a timely basis. This…

“Hi! How can I help you today?”: investigating the quality of chatbots–millennials relationship within the fashion industry

Grazia Murtarelli, Carolina Collina, Stefania Romenti

Chatbots represent one of the most relevant trends within the communication settings and the management of relationships with consumers. New generations, such as…

Factors that enhance the perceived quality and student satisfaction of specialized postgraduate programs: the role of identity

Soohyun Park, Kilsun Kim

This study identifies the factors that postgraduate service management programs (PSMPs) in Korean Universities can use to gain competitive advantage.

Unlocking value with a crowdsourcing configuration of smart city: a system dynamic simulation

Andrea Caporuscio, Maria Cristina Pietronudo, Francesco Schiavone, Daniele Leone

The paper aims to explore the value generated by a specific configuration of a smart city's infrastructure by proposing a comparison between a silos configuration versus a…

In-transit interventions using real-time data in Australian berry supply chains

Ruben Rendon-Benavides, Roberto Perez-Franco, Rose Elphick-Darling, Lluís M. Plà-Aragonés, Fernando Gonzalez Aleu, Teresa Verduzco-Garza, Ana V. Rodriguez-Parral

The objective of this paper is to contribute to Australian berry supply chains with a relevant identification regarding the possible data driven interventions that…

Surgical team perceptions of the surgical safety checklist in a tertiary hospital in Jordan: a descriptive qualitative study

Rania Albsoul, Muhammad Ahmed Alshyyab, Baraa Ayed Al Odat, Nermeen Borhan Al Dwekat, Batool Emad Al-masri, Fatima Abdulsattar Alkubaisi, Salsabil Awni Flefil, Majd Hussein Al-Khawaldeh, Ragad Ayman Sa'ed, Maha Waleed Abu Ajamieh, Gerard Fitzgerald

The purpose of this paper is to explore the perceptions of operating room staff towards the use of the World Health Organization Surgical Safety Checklist in a tertiary…

Green drivers and green enablers in pharmaceuticals supply chain: in the context of an emerging economy

Kali Charan Sabat, Bala Krishnamoorthy, Som Sekhar Bhattacharyya

The purpose of this study was to comprehend the current state of green supply chain management (GSCM) and its drivers and enablers in the pharmaceutical supply chains (PSCs).

Green creativity, TQM and business sustainability of large manufacturing firms in Malaysia

Nagwan Abdulwahab AlQershi, Roselina Binti Ahmad Saufi, Nik Maheran Nik Muhammad, Mohd Nor Hakimin Bin Yusoff, Ramayah Thurasamy

This paper examines the effect of green creativity (GC) on the business sustainability (BS) of large manufacturing firms (LMFs) in Malaysia and investigates the mediating…

Top management team heterogeneity and economic performance: a micro-foundations perspective of academic business venturing

Mauro Sciarelli, Giovanni C. Landi, Lorenzo Turriziani, Anna Prisco

This research focuses on the relationship between Top Management Team heterogeneity (TMT) and University Spin-Offs (USOs) economic performance according to a…

Understanding the impact of Green supply chain management practices on operational competitive capabilities

Sehrish Huma, Danish Ahmed Siddiqui, Waqar Ahmed

The purpose of this research is twofold: first, to investigate the impact of the adoption of green supply chain practices (GSCPs) on various parameters of competitive…

Digitalization and academic research: knowing of and using digital services and software to develop scientific papers

Federico Brunetti, Angelo Bonfanti, Andrea Chiarini, Virginia Vannucci

This paper explores how digitalization affects the academic research publication process by taking into account the perspective of management scholars. It provides an…

A critical review of implementing lean and simulation to improve resource utilization and patient experience in outpatient clinics

Abdulqader Al-Kaf, Raja Jayaraman, Kudret Demirli, Mecit Can Emre Simsekler, Hussam Ghalib, Dima Quraini, Murat Tuzcu

The purpose of this paper is to explore and critically review the existing literature on applications of Lean Methodology (LM) and Discrete-Event Simulation (DES) to…

Identifying factors affecting waste production throughout the construction project life cycle and proposing BIM-based solutions

Solmaz Ahmadzadeh Amid, Esmatullah Noorzai, Mahmood Golabchi

Because the construction industry is one of the largest waste producers, understanding the primary reasons for waste production is essential. The goal of this study is to…

Productivity of gig workers on crowdsourcing platforms through artificial intelligence and gamification: a multi-theoretical approach

Abhishek Behl, Brinda Sampat, Sahil Raj

Gig workers form the backbone of any crowdsourcing platform where they showcase their talent and choose a job of their choice and freedom. The study explores the role of…

Exploring gamers' crowdsourcing engagement in Pokémon Go communities

Shavneet Sharma, Neale Slack, Kritika Devi, Tuma Greig, Samantha Naidu

With the increasing popularity of online games like Pokémon Go, a new wave of crowdsourcing communities have emerged, allowing gamers to collaborate, communicate and share…

The role of the museumscape on positive word of mouth: examining Italian museums

Emanuela Conti, Massimiliano Vesci, Paola Castellani, Chiara Rossato

This study aims to develop an all-encompassing model to analyse various aspects of atmospherics, including components of the museum space and its physical surroundings…

Determining the impact of service quality on citizens' satisfaction and the role of citizens' demographics. The case of the Greek citizen's service centers

Evangelos Psomas, Nancy Bouranta, Maria Koemtzi, Efthalia Keramida

Citizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based…

Exploring some marketing practices in management consulting firms: evidence from small service firms in Italy

Linda Gabbianelli, Tonino Pencarelli

The purpose of the paper is to investigate the marketing and communication activities carried out by small management consulting firms and how they relate to customers.

What enables doctoral degree holders to get a job? A journey through doctoral students' satisfaction with educational services

Mauro Cavallone, Rosalba Manna, Rocco Palumbo

Doctoral degrees are generally the highest level of education provided by educational institutions in Western countries. Nevertheless, doctoral degree holders – i.e…

Extrovert integrated management systems

Maria Gianni, Katerina Gotzamani

The purpose of this research is twofold; firstly, to propose and test a measuring instrument for the efficient and effective integration of management systems (MSs)…

TQM's presence within legal systems: example of impact on Australian higher education

Fernando F. Padró, Karen Trimmer, Heejin Chang, Jonathan H. Green

The purpose of this study is to investigate the extent to which TQM has influenced the legal system in Australia, an area seldom investigated in the quality or legal literature.

Innovation diffusion in tourism: how information about blockchain is exchanged and characterized on twitter

Francesco Bolici, Chiara Acciarini, Lucia Marchegiani, Luca Pirolo

Technological innovations provide huge opportunities to expand and revolutionize the scope of products and services offered. This is particularly true for tourism, which…

Collaborative design in public services: a wicked problem-reframing case

Patrícia Moura e Sá, Catarina Frade, Fernanda Jesus, Mónica Lopes, Teresa Maneca Lima, Vitor Raposo

Wicked problems require collaborative innovation approaches. Understanding the problem from the users' perspective is essential. Based on a complex and ill-defined case…

Online content responsiveness strategies in the hospitality context: exploratory insights and a research agenda

Maria Vincenza Ciasullo, Raffaella Montera, Rocco Palumbo

The article investigates different types of strategies for managing user-generated content (UGC) and provides some insights into their implications.

Understanding sustainability – the case of building blocks in Tanzania and Uganda

Raine Isaksson, Apollo Buregyeya

The purpose of this paper is to describe sustainability of hollow and solid blocks in sub-Saharan Africa.