The TQM Journal
Issue(s) available: 84 – From Volume: 20 Issue: 1, to Volume: 33 Issue: 7
Volume 33
Volume 32
Volume 31
Volume 30
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Issue 6 2018
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Issue 4 2018 Kaizen: An Ancient Operational Innovation Strategy for Organizations Of The XXI Century
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Issue 3 2018
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Issue 2 2018
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Issue 1 2018
Volume 29
Volume 28
Volume 27
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Issue 5 2015
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Issue 2 2015 Selected papers from the 18th International Conference on ISO & TQM and the 17th Toulon-Verona Conference
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Issue 1 2015
Volume 26
Volume 25
Volume 24
Volume 23
Volume 22
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Issue 5 2010
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Issue 3 2010 Selected papers from the International Conference on Quality and Service Sciences, Verona, 2009 a combined conference of the yearly QMOD and ToulonVerona Conferences
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Issue 2 2010
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Issue 1 2010
Volume 21
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Issue 6 2009
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Issue 5 2009
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Issue 3 2009
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Issue 2 2009 Attaining sustainability from organisational excellence to sustainable excellence for people, planet and profitability
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Issue 1 2009
Volume 20
A literature review on total quality management (models, frameworks, and tools and techniques) in higher education
Naga Vamsi Krishna Jasti, V. Venkateswaran, Srinivas Kota, Kuldip Singh SangwanThe purpose of this paper is to analyze the evolution of total quality management (TQM) models, frameworks, and tools and techniques in higher education (HE) over the last…
Addressing strategic human resource management practices for TQM: the case of an Indian tire manufacturing company
Pratima Verma, Vimal Kumar, Ankesh Mittal, Pardeep Gupta, Sung Chi HsuThis study aims to identify SHRM (strategic human resource management) essential practices for the TQM (total quality management) program regarding an Indian tire…
The effect of supply chain agility and lean practices on operational performance: a resource-based view and dynamic capabilities perspective
Umair Manzoor, Sajjad Ahmad Baig, Muhammad Hashim, Abdul Sami, Hakeem-Ur Rehman, Ifrah SajjadIn today's global economy, developing supply chain agility (SCA) and lean practices (LP) as resource-based view and dynamic capabilities are essential for firms to sustain…
The framework of talent analytics using big data
Arnold Saputra, Gunawan Wang, Justin Zuopeng Zhang, Abhishek BehlThe era of work 4.0 demands organizations to expedite their digital transformation to sustain their competitive advantage in the market. This paper aims to help the human…
Total Quality Management in higher education: a literature review on barriers, customers and accreditation
Naga Vamsi Krishna Jasti, V. Venkateswaran, Srinivas KotaThe purpose of this paper is to analyze the evolution of Total Quality Management (TQM) in terms of barriers, customers and accreditation in higher education (HE) over the…
Project management performance of construction projects in Jordan: a comparative study of ISO 9001-certified and non-certified companies
Rateb Jalil Sweis, Mais JaradatThis paper aims to investigate the differences between the certified and non-certified ISO 9001 construction companies in terms of construction projects' performance in Jordan.
The role of 3S in big data quality: a perspective on operational performance indicators using an integrated approach
Pratima Verma, Vimal Kumar, Ankesh Mittal, Bhawana Rathore, Ajay Jha, Muhammad Sabbir RahmanThis study aims to provide insight into the operational factors of big data. The operational indicators/factors are categorized into three functional parts, namely…
Reinforcing the significance of human factor in achieving quality performance in data-driven supply chain management
Sanjana Mondal, Kaushik SamaddarThe paper aims to explore the various dimensions of human factor relevant for integrating data-driven supply chain quality management practices (DDSCQMPs) with…
“Sustainability-contents SEO”: a semantic algorithm to improve the quality rating of sustainability web contents
Maria Giovanna Confetto, Claudia CovucciFor companies that intend to respond to the modern conscious consumers' needs, a great competitive advantage is played on the ability to incorporate sustainability…
Quality 4.0 conceptualisation and theoretical understanding: a global exploratory qualitative study
Jiju Antony, Olivia McDermott, Michael SonyQuality 4.0 has a unique potential to create a competitive advantage for organisations by improving customer experience and enhancing profitability. The purpose of this…
Uncovering inefficiencies in the workers’ compensation industry using Lean methodology
Omar Taha, Thomas A. Mazzuchi, Shahram Sarkani, Jiju Antony, Sandra FurtererThe purpose of this paper is to apply Lean in the workers’ compensation industry. It focuses on identifying patterns of repetitive non-value-added transnational activities…
Effect of total quality management practices on nonfinancial performance: an empirical analysis of automotive engineering industry in Ethiopia
Mohamed Abdi, Ajit Pal SinghThe purpose of this study is to explore the total quality management (TQM) practices and identify their effect on the nonfinancial performance (NFP) in the automotive…
Symbiotic relationship between robotics and Lean Manufacturing: a case study involving line balancing
Juliano Endrigo Sordan, Pedro Carlos Oprime, Marcio Lopes Pimenta, Franco Lombardi, Paolo ChiabertThe present paper aims to demonstrate the potential of integration between industrial robotics and Lean Manufacturing (LM) approach to increase the efficiency of an assembly line.
Data-driven quality improvement approach to reducing waste in manufacturing
Rose Clancy, Dominic O'Sullivan, Ken BrutonData-driven quality management systems, brought about by the implementation of digitisation and digital technologies, is an integral part of improving supply chain…
The intermediary role of organizational performance as a driver of total quality management and enterprise resource planning towards achieving organizational excellence: the moderating role of demographic factors
Hassan Saleh Al-Dhaafri, Mohammed Saleh AlosaniThe study's goal is to look at how total quality management (TQM), enterprise resource planning (ERP) and organizational performance interact to affect organizational excellence.
Exploring human resource work design, learning mechanism and TQM: through the lens of activity theory and contextual learning theory
Suchitra Ajgaonkar, Netra Neelam, Abhishek Behl, Le Trung Dao, Le Dang LangThis research examines the effects of the context on the relationship between work design, learning mechanism and total quality management (TQM). The exploratory study…
Technology and leadership styles: a review of trends between 2003 and 2021
Pavitra Dhamija, Andrea Chiarini, Shara ShaplaLeadership style denotes the behavioural pattern of a leader, which bears on employee's attitude, perception about organization, manager and job satisfaction. The…
Future perspectives on progressive farming with adoption of virtual reality technology for sustainable quality in agriculture
Sneha Kumari, P. Raghuram, V.G. Venkatesh, Yangyan ShiThe paper aims to evaluate how progressive stakeholders view the adoption of contemporary techniques such as virtual technology in driving sustainable quality in an…
Big data-driven supply chain and performance: a resource-based view
Shampy Kamboj, Shruti RanaThe main objective of this paper is to study the role of supply chain performance (SCP) as a mediator between big data-driven supply chain (BDDSC) and firm sustainable…
A reprise of TQM practices among construction enterprises in Nigeria
Oluwayomi Kayode BabatundeStudies on total quality management (TQM) implementation among construction enterprises in Nigeria have used few TQM constructs and variables and yielded fragmented…
Examining the integration of continuous improvement and strategic planning in select pharmaceutical companies in India: a case study
Harjit Kaur, Sanjay KaushikThe objective of the study is to examine the extent to which pharmaceutical companies in India rely on traditional planning approaches rather than the new learning…
Assessment of patient safety culture during COVID-19: a cross-sectional study in a tertiary a-level hospital in China
Chih-Hsuan Huang, Ying Wang, Hsin-Hung Wu, Lee Yii-ChingThe aims of this study are to (1) evaluate physicians and nurses' perspectives on patient safety culture amid the COVID-19 pandemic and (2) integrate the emotional…
The new concept of quality in the digital era: a human resource empowerment perspective
Hadi Balouei Jamkhaneh, Arash Shahin, Sahar Valipour Parkouhi, Reza ShahinThis study aims to identify the drivers of human resource empowerment in understanding the new concept of Quality 4.0 in the digital era.
Delving into the soft side of TQM: an analysis of the implications of employee involvement on management practices
Mauro Cavallone, Rocco PalumboSoft total quality management (STQM) is a requisite for the successful implementation of hard total quality management interventions. However, there is limited empirical…
Patterns emerging from the TQM paradigm in relation to the 21st century complex context within TQM journal
Everard van KemenadeThe purpose of this research is to explore the deployment of the total quality management (TQM) paradigm in the TQM Journal in relation to the context of the 21st century…
Production planning, monitoring and review: comparison between the practices in an urban rail transit megaproject with the Last Planner System
Sheila Belayutham, Rabiatul Nurul Akmar Mohamad Jaafar, Herda Balqis Ismail, Che Khairil Izam Che IbrahimMegaprojects are typically very expensive public-centred projects that leave little space for any mismanagement or deficient planning, which could affect the project…
Conceptualizing Industry 4.0 readiness model dimensions: an exploratory sequential mixed-method study
Jiju Antony, Michael Sony, Olivia McDermottOrganizations use Industry 4.0 readiness models to evaluate their preparedness prior to the implementation of Industry 4.0. Though there are many studies on Industry 4.0…
Customer lifetime value: investigating the factors affecting attitudinal and behavioural brand loyalty
Ala' Omar Dandis, Mohammad Badi' Al Haj EidThis paper investigates the factors affecting customer lifetime value from an attitudinal and behavioural brand loyalty perspective in the Internet service industry…
A new fuzzy approach for managing data governance implementation relevant activities
Sadra Ahmadi, Mohammad Mahdi Tavana, Sajjad Shokouhyar, Mina DortajThe purpose of this paper is to propose an approach for managing relevant factors and activities for implementing data governance in an organization. The process of…
Accreditation and ranking of higher education institutions (HEIs): review, observations and recommendations for the Indian higher education system
Jerald Ozee Fernandes, Balgopal SinghThe higher education system has been entrusted globally to provide quality education, especially to the youth, and equip them with required skills and capabilities. The…
Innovation mediating relationship between TQM and performance: cases of industrial certified companies
Meriem Khalfallah, Anis Ben Salem, Hajer Zorgati, Lassaad LakhalThe purpose of this research is to analyze the reciprocal relation between total quality management (TQM) and innovation (product innovation and process innovation) and…
Critical success factors and challenges for Lean Startup: a systematic literature review
Fabiane Letícia Lizarelli, Alexandre Fonseca Torres, Jiju Antony, Renan Ribeiro, Willem Salentijn, Marcelo Machado Fernandes, Afonso Teberga CamposThe term Lean Startup (LS) was coined by Eric Ries, and his 2011 book has popularized the concept with organizations, both startups and established organizations…
Voice of the customer as a tool for service quality analysis in public transport
Paula Jach, Jiju Antony, Scott Paul Thomson, Beth Cudney, Sandra FurtererThe purpose of this paper is to explore the voice of the customer (VOC) of public transport (PT) users and non-users and to identify the role VOC plays in PT service…
Social media: a blessing or a curse? Voice of owners in the beauty and wellness industry
Kulvinder Kaur, Pawan KumarThe rise in the use of Internet technologies and social media has shifted the marketing practices from offline to online. This study aims to determine the pros and cons of…
Application of Lean Six Sigma in conservative dentistry: an action research at an Indian dental college
Ajay Noronha, Shreeranga Bhat, E.V. Gijo, Jiju Antony, Suma BhatThe article evaluates the obstacles, lessons learned and managerial implications of deploying Lean Six Sigma (LSS) in a dental college hospital in India.
Development of a multi-item Operational Excellence scale: Exploratory and confirmatory factor analysis
Bilal Saeed, R. Tasmin, Ayyaz Mahmood, Aamer HafeezConsidering the relevance of operational excellence as a business strategy, organizations are striving to improve themselves by adopting best practices and universally…
Service quality and customer satisfaction as antecedents of financial sustainability of the water service providers
Abdullah Murrar, Madan Batra, James RodgerService quality and customer satisfaction influence the financial performance of service organizations. Hence, the purpose of this paper is to investigate the path…
The effect of intellectual capital on fraud in financial statements
Afsaneh Lotfi, Mahdi Salehi, Mahmoud Lari DashtbayazThe purpose of this present study is to assess the impact of intellectual capital (IC) on fraud in listed firms' financial statements on the Tehran Stock Exchange (TSE)…
Risk-based prioritization method for planning and allocation of resources in public sector
Felix P. Santhiapillai, R.M. Chandima RatnayakeThe purpose of this paper is to present a risk-based prioritization method (RBPM), using functional failure risk and strategic importance assessment, in order to support…
Air quality management using genetic algorithm based heuristic fuzzy time series model
Lalit Bhagat, Gunjan Goyal, Dinesh C.S. Bisht, Mangey Ram, Yigit KazancogluThe purpose of this paper is to provide a better method for quality management to maintain an essential level of quality in different fields like product quality, service…
A systematic and network-based analysis of data-driven quality management in supply chains and proposed future research directions
Rohit Agrawal, Vishal Ashok Wankhede, Anil Kumar, Sunil LuthraThis work aims to review past and present articles about data-driven quality management (DDQM) in supply chains (SCs). The motive behind the review is to identify…
Environmental effects of ISO 9001 and ISO 14001 management system implementation in SSCM
Dominik Zimon, Peter Madzík, Scott Dellana, Robert Sroufe, Muhammad Ikram, Kateryna Lysenko-RybaComprehensive management systems such as ISO 9001 or ISO 14001 are designed to help organizations improve processes, ensure customer satisfaction, efficient information…
Evaluation of the integration level of quality and environmental management systems in a tire manufacturer
Thais Coutinho Gonçalves Silva, Rosley Anholon, Izabela Simon Rampasso, Osvaldo Luiz Gonçalves Quelhas, Walter Leal Filho, Luis Antonio Santa-Eulalia, Francisco Rodrigues Lima JuniorThis article aims to evaluate the integration level of a quality management system (QMS) and an environmental management system (EMS) in a tire manufacturer and propose a…
The soft side of TQM and teachers job satisfaction: an empirical investigation in primary and secondary education
Niki Glaveli, Fotios Vouzas, Myrsine RoumeliotouThe current study provides insights on the application of critical soft TQM practices in primary and secondary education and their impact on teachers' job satisfaction (TJS).
The effect of multidimensional service quality on word of mouth in university on-campus healthcare centers
Ala' Omar Dandis, Amr Anwar Jarrad, Jamal M M Joudeh, Ibrahim Lewis Mukattash, Anas Ghassan HassounehThe purpose of this paper is to investigate the impact of multidimensional service quality on word of mouth (WOM) in university on-campus healthcare centers.
Institutions and technology in the value co-creation process of restaurant consumers: a service-dominant logic perspective
Gabriella Scarlett, Ricky Reksoprawiro, Novi Amelia, Alexander Joseph Ibnu WibowoThis study aims to examine the influence of institutions and technology on value co-creation outcomes. These outcomes include strategic benefits, value-in-context and…
Relationship between lean tools and operational and environmental performance by integrated ISM–Bayesian network approach
Chaochao Liu, Zhanwen Niu, Qinglin LiExisting studies suggested that there is a nonlinear relationship between lean production adoption and organizational performance. Lean production adoption is a gradual…
Service quality, customer satisfaction and customer value: holistic determinants of loyalty and word-of-mouth in services
Anabela Maria Bello de Figueiredo Marcos, Arnaldo Fernandes de Matos CoelhoThe objective of this paper is to understand the relationships between service quality, perceived value and satisfaction because several studies endeavored to model these…
Comparing psychological characteristics with organizational conflicts and occupational innovation barriers
Mahdi Salehi, Mahmoud Lari Dashtbayaz, Saeid HomayounThis study aims to assess the auditor's psychological characteristics (self-consciousness, envy, prejudice, trust, cautiousness, happiness, agility, shyness…
Framing the visitor experience in sacred places
Mujde Bideci, Caglar BideciThe purpose of this study is to explore the dimensional structure of visitor experience in a sacred place based on the framing process.
Reliability improvement incentive strategies in the manufacturing industry
Suyuan Wang, Huaming Song, Canran GongCompanies face the critical reliability problem of products due to the development of outsourcing. This study intends to provide some feasible solutions for a company to…
Locally focused and digitally oriented: examining eco-museums' digitization in a service quality management perspective
Rocco Palumbo, Maria Vincenza Ciasullo, Massimiliano Matteo Pellegrini, Andrea Caputo, Mario TurcoEco-museums safeguard the cultural authenticity and the historical identity of the place in which they operate. Conventional organizational models and management practices…
The relationship between managerial attributes and firm risk-taking
Mahdi Salehi, Arash Arianpoor, Nader NaghshbandiThe main objective of the paper is to examine the relationship between managerial attributes (e.g. managerial entrenchment, managerial myopia and managerial…
The influence of cost of quality on the performance of food manufacturing companies: an empirical study
Niveen Mohammed Ghunaim, Ayham A.M. JaaronDue to the ever-increasing competitive and complex business environments, food manufacturing companies have to maintain high-quality products while simultaneously…
An evaluation of documentation requirements for ISO 9001 compliance in scrum projects
Anuradha Mathrani, Shanuka Wickramasinghe, Nihal Palitha JayamahaQuality management standards (e.g. ISO 9001) lead to process conformance in the realization of quality goods and services; however, they can be rather document intensive…
The conceptual framework on integrated flexibility: an evolution to data-driven supply chain management
Anurodhsingh Khanuja, Rajesh Kumar JainThis paper aims to establish a relationship between supply chain integration (SCI) and supply chain flexibility (SCF) to develop a two-dimensional approach, i.e…
Improvements to healthcare waste management at regional referral hospitals in Tanzania using the KAIZEN approach
Hisahiro Ishijima, Noriyuki Miyamoto, Fares Masaule, Raynold JohnThe purpose of this study is to see how the 5S-KAIZEN-TQM approach can contribute to improve the management of healthcare waste (HCW) in the regional level public…
A relational analysis of drivers and barriers of lean manufacturing
Bharat Singh Patel, Murali Sambasivan, R. Panimalar, R. Hari KrishnaThe purpose of this study is to categorize and analyse the drivers and barriers of Lean Manufacturing (LM) and subsequently, based on the structural model develop a house…
What matters most in achieving customer satisfaction in banking? A study from the perspective of employee characteristics
Wajeeha Aslam, Kashif Farhat, Imtiaz Arif, Chai Lee GoiThis study aims to identify the factors that influence customer satisfaction in the banking sector from the perspective of employee characteristics. More specifically…
Building a sustainable high-performance customer experience and product performance (CxPP): the JJV experience
Vincent Barre, David Orlando Ramos, Charles Medovich, Gabriela Lovera, Matthew HochThe paper provides insight on the customer experience through product performance (CxPP) initiative; which was developed by Johnson & Johnson Vision to monitor and conduct…
Direct and indirect impact of quality management on the integrated performance of medium-scale manufacturers
Ekpenyong Ekpenyong Udofia, Bimbo Onaolapo Adejare, Gbemi Oladipo Olaore, Etete Ekpenyong UdofiaMost studies on small and medium scale enterprises lump both small-scale and medium-scale businesses together as entirely similar phenomenon, thus creating an oversight of…
A study into the pros and cons of ISO 18404: viewpoints from leading academics and practitioners
Jiju Antony, Olivia McDermott, Michael Sony, Elizabeth A. Cudney, Ronald D. Snee, Roger W. HoerlThis paper aims to present and summarise the arguments for and against the ISO 18404 standard and the perceived advantages and disadvantages of implementing it.
Six Sigma to distinguish patterns in COVID-19 approaches
Willem Salentijn, Jiju Antony, Jacqueline DouglasCOVID-19 has changed life as we know. Data are scarce and necessary for making decisions on fighting COVID-19. The purpose of this paper is to apply Six Sigma techniques…
Strategic issues of big data analytics applications for managing health-care sector: a systematic literature review and future research agenda
Rajesh Kumar Singh, Saurabh Agrawal, Abhishek Sahu, Yigit KazancogluThe proposed article is aimed at exploring the opportunities, challenges and possible outcomes of incorporating big data analytics (BDA) into health-care sector. The…
An investigation and implementation framework of Lean Green and Six Sigma (LG&SS) strategies for the manufacturing industry in India
Jaivesh Gandhi, Shashank Thanki, Jitesh J. ThakkarThe Indian manufacturing sector currently contributes 16–17% to gross domestic product (GDP) and gives employment to around 12% (2014) of the country's workforce. Among…
A hybrid model for ranking critical successful factors of Lean Six Sigma in the oil and gas industry
Amir Karbassi Yazdi, Thomas Hanne, Juan Carlos Osorio GómezThe aim of this paper is to find and prioritise multiple critical success factors (CSFs) for the implementation of LSS in the oil and gas industry.
Enabling factors for adopting sustainable, organic wine production
Nicola Cobelli, Andrea Chiarini, Elena GiarettaThis study expands the debate on the reasons that wine producers adopt sustainable, organic wine production. It aims to ascertain the enabling factors facilitating…
A study on the Ishikawa's original basic tools of quality control in South American companies: results from a pilot survey and directions for further research
Jiju Antony, Olivia McDermott, Michael Sony, Marcelo Machado Fernandes, Renan Vilella Cardoso RibeiroThe main purpose of this study is to revisit Dr. Ishikawa's statement: “95% of problems in processes can be accomplished using the seven quality control (QC) tools” from…
The relationships between TQM, TPM, JIT and agile manufacturing: an empirical study in industrial companies
Meriem Khalfallah, Lassaad LakhalThis empirical study aims to explore the relationship between Total quality management (TQM), Total productive/preventive maintenance (TPM) and Just-in time (JIT). It also…
Ten commandments for successful implementation of Design for Six Sigma
E.V. Gijo, Shreeranga Bhat, Jiju Antony, Sung H. ParkThis article aims to provide Design for Six Sigma (DFSS) practitioners, researchers and academicians with Ten Commandments to successfully deploy projects.
Influence of service quality on consumer loyalty: a mediation analysis of health insurance
Fadi Abdel Muniem Abdel Fattah, Khalid Abed Dahleez, Riyad Neman Darwazeh, Abrar Mohammed Mubarak Al AlawiThis study aims to examine the influence of service quality (SQ) on customer loyalty (CL) and the mediating role of customer satisfaction (CS) and customer perceived value…
Exploring the use of operational excellence methodologies in the era of COVID-19: perspectives from leading academics and practitioners
Olivia McDermott, Jiju Antony, Jacqueline DouglasThis paper aims to present the results of a study carried out by the authors in the form of research interviews on the topic: “Exploring the use of operational excellence…
Enhancing supplier capability through Six Sigma enablers
Sudeep Kumar Pradhan, Ravi Shrikrishna Reosekar, Srikanta RoutroyThe purpose of this paper is to identify, analyze and orient the enablers of Six Sigma to enhance supplier capability for an Indian manufacturing supply chain (SC).
The impact of quality management practices on knowledge management processes: a study of a social security corporation in Jordan
Ata Al Shraah, Ayman Abu-Rumman, Faisal Al Madi, Fawwaz Ali Farhan Alhammad, Ayah Ahmad AlJboorThis study aimed to investigate the impact of total quality practices on knowledge management (KM) processes across a Social Security Corporation (SSC) in Jordan and…
Antecedents involved in developing fast-food restaurant customer loyalty
Gurmeet Singh, Neale Slack, Shavneet Sharma, Karishma Mudaliar, Suman Narayan, Rajini Kaur, Keshmi Upashna SharmaThis study aims to simultaneously examine the interrelated influence of antecedents involved in developing fast-food restaurant customer loyalty. A conceptual model which…
ISO 9001 standard and their impact on school management and planning and support systems–Comparative study on perception between heads–teachers
Jesús Miguel Rodríguez-Mantilla, Víctor León Carrascosa, Angélica Martínez-ZarzueloThe objective of this study was to evaluate and compare how school heads and teachers perceived the impact of implementing ISO 9001 Standards on the dimensions management…
A draft framework for quality management system auditor education: findings from the initial stage of a Delphi study
Roslina Ab Wahid, Nigel Peter GriggChanges in structure and conceptual underpinnings of ISO 9001 mean that quality management system (QMS) auditors require a wide knowledge base and skill set to effectively…
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 KeramidaCitizen'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 PencarelliThe 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.
Gender difference in the perceptions of the patient safety culture: a case from a medical center in Taiwan
Chih-Hsuan Huang, Chun-Ting Lai, Cheng-Feng Wu, Yii-Ching Lee, Chia-Hui Yu, Hsiu-Wen Hsueh, Hsin-Hung WuGender difference exists in the perception of the patient safety culture in healthcare organizations. A case from a medical center in Taiwan is presented to examine how…
What makes excellence models excellent: a comparison of the American, European and Japanese models
Asfa Muhammad Din, Muhammad Asif, Muhammad Usman Awan, George ThomasThis paper compares three business excellence models (BEMs): Baldrige criteria for performance excellence (BCPE), European Foundation for Quality Management (EFQM) model…
Exploring the dark side of Lean: a systematic review of the lean factors that influence social outcomes
Willem Salentijn, Susanne Beijer, Jiju AntonyLean has shifted over the years from a set of tools to implement to a human-centric approach concerning both hard and soft factors. However, there is a limited research on…
Digital supplier selection reinforcing supply chain quality management systems to enhance firm's performance
Manu Sharma, Sudhanshu JoshiThe geographical scattering of physical facilities in conventional supply chains enforces firms to shift toward digital supply chains (DSCs). While switching to DSCs, the…
Does people-related total quality management “work” for people? An empirical study of the Sri Lankan apparel industry
Sakunthala Durairatnam, Siong Choy Chong, Mazuki Jusoh, Isuri Roche DharmaratneThe purpose of this paper is to examine the relationships between people-related total quality management (PTQM) practices and employee work attitudes, as well as the…
Passenger satisfaction and loyalty for app-based ride-sharing services: through the tunnel of perceived quality and value for money
Selim Ahmed, Musfiq Mannan Choudhury, Ezaz Ahmed, Ujjal Yaman Chowdhury, Ahmed Al AsheqThe purpose of this study is to investigate the passengers' perception of app or application-based ride-sharing service in Bangladesh. The research directly measures the…
Gamification and service quality in bike sharing: an empirical study in Italy
Maria Giovina Pasca, Roberta Guglielmetti Mugion, Martina Toni, Laura Di Pietro, Maria Francesca RenziBike sharing (BS) is a phenomenon of growing interest in the sustainable mobility field. In recent years, many governments have implemented concrete actions to diffuse the…
Value-based lean implementation in a surgical unit: the impact of the methodology
Marc Sales, Rodolfo De CastroThis paper aims to present a method for strategic planning and implementation processes in health care based on lean management.
Information systems project team members: factors for high performance
Isabel Moura, Caroline Dominguez, João VarajãoThe main aim of this study is to contribute to the discussion on the factors that can influence the high performance of information systems (IS) project team members, from…
Influence of data-driven supply chain quality management on organizational performance: evidences from retail industry
Anil Kumar, Rohit Kumar Singh, Sachin ModgilThe objective of the study is to test a conceptual model based on the interrelation between data-driven supply chain quality management practices (DDSCQMP) and the…
The relationship between managers' narcissism and overconfidence on corporate risk-taking
Mahdi Salehi, Amirhosein Afzal Aghaei Naeini, Safoura RouhiThe primary purpose is to investigate the relationship between narcissism and managers' overconfidence in listed companies' risk-taking.
QoS in higher education institutions: the concept, a literature review and future directions
Gyan PrakashThe purpose of this paper is to understand the meaning and operationalisation of quality of service (QoS) in the context of higher education institutions (HEIs).
Bank service quality: perception of customers in the Greater Accra Region of Ghana in the post banking sector reforms era
Joseph Emmanuel Tetteh, Chrisopher BoachieIn the wake of fierce competition that has ensued among banks to get a share of the depositors' funds after the banking sector reforms in 2017, this study attempts to…
Cleaner production through open innovation in Indonesian batik small and medium enterprises (SME)
Augustina Asih Rumanti, Indryati Sunaryo, Iwan Inrawan Wiratmadja, Dradjad IriantoThe purpose of this paper is to design a research model and analyze the relationship between open innovation and cleaner production. The paper maps and characterizes the…
Development of comprehensive coursework of quality management in universities pertinent to the construction industry: a case of Pakistan
Muhammad Irfan, Muhammad Jamaluddin Thaheem, Syyed Sami Ul Haq Kaka Khel, Muhammad Faizan Ul Haq, Muhammad Saeed Zafar, Muhammad EhtshamThe purpose of this research is to determine a comprehensive coursework for teaching quality management in the universities of developing countries i.e. Pakistan pertinent…
Development of a structural model based on ISM for analysis of barriers to integration of leanwith industry 4.0
Vigneshvaran R, S. VinodhTo develop a structural model based on Interpretive Structural Modelling (ISM) approach to analyse the barriers to integration of Lean with Industry 4.0.
Evaluation of machine tool substitute under data-driven quality management system: a hybrid decision-making approach
Atul Kumar Sahu, Anup Kumar, Anoop Kumar Sahu, Nitin Kumar SahuToday, industrial revolutions demands advanced technologies, means, mediums, tactics and so forth for optimizing their operating behavior and opportunities. It is probed…
The relationship among financial and non-financial aspects of business sustainability performance: evidence from Iranian panel data
Mahdi Salehi, Arash ArianpoorThe study's main objective is to identify business sustainability performance indicators and analyze the mutual relationship between different business sustainability…
The impact of service excellence and service innovation on organisational reputation: quantitative evidence from Jordanian public sector
Shaker A. Aladwan, Sajeda I. AlshamiThe aim of this paper is the identification of the impacts that innovation and service excellence have upon organisational reputation within public sector organisations in Jordan.
Motivations, barriers and readiness factors for Quality 4.0 implementation: an exploratory study
Michael Sony, Jiju Antony, Jacqueline Ann Douglas, Olivia McDermottQuality 4.0 is the new buzzword among quality professionals. There has been no empirical study of Quality 4.0 yet. Hence, the purpose of this paper is to investigate what…
Priority nonconformity and service quality analysis of hospitals in Thailand: a care provider perspective
Assadej VanichchinchaiThe objectives of this research are to investigate service quality expectation, perception and satisfaction in outpatient departments and to propose the priority…
Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector
Rafikul Islam, Selim Ahmed, Mahbubar Rahman, Ahmed Al AsheqThe main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and…
Online content responsiveness strategies in the hospitality context: exploratory insights and a research agenda
Maria Vincenza Ciasullo, Raffaella Montera, Rocco PalumboThe article investigates different types of strategies for managing user-generated content (UGC) and provides some insights into their implications.
Affective commitment, service quality and selected sub-dimensions of customer citizenship behaviour: a study of ride-hailing services
Estelle van Tonder, Daniël Johannes PetzerMarketing literature has made little progress on the connection between service quality and customer citizenship advocacy, helping and feedback sub-dimensions that may…
Impact of total quality management factors on knowledge creation in the organizations of Bangladesh
Bikash BaruaTotal quality management (TQM) and knowledge management (KM) are two similar and complementary management philosophies synergistic combinations that can form a cycle of…
A study on key lean enablers of the coal mining sector using ISM, MICMAC and SEM
Sorokhaibam Khaba, Chandan Bhar, Ankita RayThe purpose of this research is to identify and study the contextual relationships of the significant lean enablers in the Indian coal mining industry using the…
Implementation of FCAUP – a framework for conformity assessment inspired by the uncertainty principle
Celso Francisco de Moraes, Messias Borges Silva, Rapinder SawhneyThe purpose of this paper is to report the first practical applications of FCAUP (Framework for Conformity Assessment inspired by the Uncertainty Principle) carried out…
TQM implementation practices and performance outcome of Indian hospitals: exploratory findings
Biju Augustine Puthanveettil, Shilpa Vijayan, Anil Raj, Sajan MPThis paper explores and interprets the linkage between total quality management (TQM) practices and organizational performance measures for improving the healthcare firms…
The role of the museumscape on positive word of mouth: examining Italian museums
Emanuela Conti, Massimiliano Vesci, Paola Castellani, Chiara RossatoThis study aims to develop an all-encompassing model to analyse various aspects of atmospherics, including components of the museum space and its physical surroundings…
What enables doctoral degree holders to get a job? A journey through doctoral students' satisfaction with educational services
Mauro Cavallone, Rosalba Manna, Rocco PalumboDoctoral 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 GotzamaniThe 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. GreenThe 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 PiroloTechnological 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 RaposoWicked problems require collaborative innovation approaches. Understanding the problem from the users' perspective is essential. Based on a complex and ill-defined case…
Examining the role of dialogic communication and trust in donation-based crowdfunding tasks using information quality perspective
Abhishek Behl, Pankaj Dutta, Pratima Sheorey, Rajesh Kumar SinghThe study explores the role of dialogic public communication and information quality (IQ) in evaluating the operational performance of donation-based crowdfunding (DBC…
Understanding sustainability – the case of building blocks in Tanzania and Uganda
Raine Isaksson, Apollo BuregyeyaThe purpose of this paper is to describe sustainability of hollow and solid blocks in sub-Saharan Africa.
Total quality management 4.0: adapting quality management to Industry 4.0
Fabiane Florencio de Souza, Alana Corsi, Regina Negri Pagani, Giles Balbinotti, João Luiz KovaleskiThe purpose of this article is to explore the new concept of TQM 4.0 as a way of adapting quality management (QM) in Industry 4.0 (I4.0), guiding industries to this new…
ISSN:
1754-2731Renamed from:
The TQM MagazineOnline date, start – end:
2008Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Alexander Douglas
Further Information
