The TQM Journal
Issue(s) available: 77 – From Volume: 20 Issue: 1, to Volume: 32 Issue: 5
Category:
Managing Quality
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
Quality management effects on operating theater's productivity: a participatory action research
Ali Mohammad Mosadeghrad, Mahnaz AfshariThe operating theater (OT) is resource-intensive, costly and assuring its productivity is a high priority. This study aimed to examine a quality management model's effects…
Beware of side effects on quality! Investigating the implications of home working on work-life balance in educational services
Rocco Palumbo, Rosalba Manna, Mauro CavalloneTelecommuting from home is back up on the agenda as a result of the unforeseen challenges brought by COVID-19. Working from home permits to avoid disruption in the…
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…
An empirical examination of the relationship between benchmarking, innovation culture and organisational performance using structural equation modelling
Mohammed Saleh Alosani, Hassan Saleh Al-DhaafriPolice agencies are under pressure to improve their performance and provide outstanding services for the community. In response, academics and practitioners have called to…
Understanding the benefits of horticultural therapy on paediatric patient's well-being during hospitalisation
Roberta Guglielmetti Mugion, Elisa MenicucciThe aim of this study is to undertake a systemic literature review (SLR) of horticultural therapy and to explore whether its inclusion in a healthcare programme can…
Design of experiments in the service industry: results from a global survey and directions for further research
Jiju Antony, Elisabeth Viles, Alexandre Fonseca Torres, Marcelo Machado Fernandes, Elizabeth A. CudneyThe purpose of this study is to critically evaluate the current status of Design of experiments (DoE) in the service industry or non-manufacturing processes in the…
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…
Optimisation of bottling process using “hard” total quality management elements
Benjamin Chukudi Oji, Sunday Ayoola OkeThere is growing evidence of a knowledge gap in the association of maintenance with production activities in bottling plants. Indeed, insights into how to jointly optimise…
The effect of TQM practices on operational performance: an empirical analysis of ISO 9001: 2008 certified manufacturing organizations in Ethiopia
Mulugeta Kebede Adem, Sandeep Singh VirdiThis study is aimed at examining the effect of Total Quality Management (TQM) practices on the operational performance of ISO 9001:2008 certified manufacturing companies…
Findings of quality management studies in primary and secondary education: a systematic literature review
Nancy Bouranta, Evangelos Psomas, Jiju AntonyThe aim of this paper is to present the main findings of the studies in the field of quality management (QM) in primary and secondary education. Grouping these findings…
Does transformational leadership influence TQM practices? A comparison analysis between manufacturing and service firms
Nancy BourantaThe purpose of this paper is to fill a gap in the existing literature that relates leadership style to total quality management (TQM) focus. Specifically, the study…
Mapping the implications and competencies for Industry 4.0 to hard and soft total quality management
Oluwayomi Kayode BabatundeThe purpose of this study is to map the implications and competencies for Industry 4.0 to the hard and soft aspects of total quality management (TQM).
Technology usage, intellectual capital, firm performance and employee satisfaction: the accountants' idea
Carlo Torre, Aurelio Tommasetti, Gennaro MaioneThe paper proposes a conceptual integration between two variables, both considered as capable of affecting public firm performance: technology and intellectual capital.
Seven-waste framework of waste identification and elimination for computer-based administrative work
Steven Montana Widodo, Ririn Diar Astanti, The Jin Ai, T.M.A. Ari SamadhiThis paper tries to generalize business process improvement (BPI) methodology. It utilizes the seven-waste framework as an essential step in the methodology. While the…
Development of a supply chain risk mitigation index for distillery
P. Raghuram, Perumalla Sandeep, V. Raja Sreedharan, Tarik SaikoukA huge number of events can affect the operations of a long and complicated supply chain. This paper deals with the development of a supply chain risk mitigation index…
Enhancing participation through organizational drivers
Fernando Ruiz-Pérez, Álvaro Lleó, Elisabeth Viles, Daniel JurburgThis paper unifies previous research literature on employee participation in continuous improvement (CI) activities through the development and validation of a conceptual…
Climate change and organizational management: toward a new paradigm
Claudio Baccarani, Federico Brunetti, Jacques MartinThe purpose of this paper is to tackle the grand issue of climate change in a managerial perspective by proposing a new type of management.
Quality function deployment: exploiting interrelationships for progressive prioritization
Jitendra SharmaThe purpose of this paper is twofold: to incorporate the symbolic relationships among the attributes of customer requirements (CRs) and engineering characteristics (ECs…
Revising the interrelationship matrix of house of quality by the Kano model
Arash Shahin, Sima EbrahimiThis study aims to revise the weights in the interrelationship matrix of the house of quality.
A comprehensive model for assessing the quality in higher education institutions
Nidal Yousef DwaikatThis study aims to propose a comprehensive model for assessing the quality of academic programs in higher education institutions (HEIs) by adopting the TQM philosophy.
Banking services for SMEs' internationalization: evaluating customer satisfaction
Vincenzo Formisano, Andrea Moretta Tartaglione, Maria Fedele, Ylenia CavaceceThe purpose of this paper is to analyse the quality of banking services provided in support of small- and medium-sized enterprises' (SMEs) internationalization from the…
What determinants influence the diffusion of ISO 9001 by countries?
Olga Rodriguez-Arnaldo, Angel R. Martínez-LorenteThis study has the main aim of analyzing the influence of six factors on ISO 9001 implementation: Economic Development, Exporting to Europe, Reputation, Competitiveness…
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.
Lean Six Sigma competitiveness for micro, small and medium enterprises (MSME): an action research in the Indian context
Shreeranga Bhat, E.V. Gijo, Anil Melwyn Rego, Vinayambika S. BhatThe aim of the article is to ascertain the challenges, lessons learned and managerial implications in the deployment of Lean Six Sigma (LSS) competitiveness to micro…
Development of an integrated framework of LGSS strategies for Indian manufacturing firms to improve business performance: an empirical study
Lokpriya Gaikwad, Vivek SunnapwarThis article aims to explore synergies between Lean, Green and Six Sigma practices in order to propose an integrated LGSS framework for continuous and incremental…
Impact of familiar collaboration on construction project quality: perceptions from clients and contractors in Singapore's construction industry
Shang Gao, Sui Pheng Low, Sarah Xin Xuan LeeDue to the fragmented and complex nature of the construction industry, many countries, including Singapore, have progressively encouraged greater collaboration amongst…
Insights into the reasons behind the limited implementation of ISO 9001 certification: empirical evidence from Yemen
Ammar Mohamed Aamer, Mohammed Ali Al-Awlaqi, Nabeel MandahawiWhile ISO 9001 standard certification is approaching saturation in developed countries, other nations are still struggling with the implementation of ISO 9001. This study…
Reliability of internal logistics distribution in a hospital
Guilherme Tortorella, Guillermo Moliner Farjas, Wen LiThe main objective of the research is to propose a method to assess the reliability of hospitals' internal logistics distribution.
Application of a hybrid selective inventory control technique in a hospital: a precursor for inventory reduction through lean thinking
Anand Gurumurthy, Vinoth Kumar Nair, S. VinodhThe cost of providing healthcare is spiralling up in recent times. On the one hand, patients expect the highest quality of service, while on the other hand, the managers…
Understanding the relationship of self-service technology quality with user adoption using SSTQUAL
Manimay GhoshThe study aimed to examine the antecedents to self-service technology (SST) adoption behavior and the relationships between the constructs using empirical research.
Development of lean enterprise implementation methodology: an ISM approach
Naga Vamsi Krishna Jasti, Srinivas KotaThere is a concern in literature about the critical elements of lean enterprise (LE) that can be represented as pillars of lean enterprise excellence. However, existing…
Integration of continuous improvement strategies with Industry 4.0: a systematic review and agenda for further research
S. Vinodh, Jiju Antony, Rohit Agrawal, Jacqueline Ann DouglasThe purpose of this paper is to provide a review of the history, trends and needs of continuous improvement (CI) and Industry 4.0. Four strategies are reviewed, namely…
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.
Corporate social responsibility, facets of employee job satisfaction and commitment: the case in Ecuador
Halder Yandry Loor-Zambrano, Luna Santos-Roldán, Beatriz Palacios-FlorencioThis paper aims to show the relationships between corporate social responsibility, job satisfaction (in its different facets or aspects) and employee commitment. In…
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…
Autobiographical internal dialogue on TQM
Oluwayomi Kayode BabatundeTo present the internal dialogue of a TQM practitioner using the conceptual lens of reflective practice.
Transformational leadership as a factor that decreases turnover intention: a mediation of work stress and organizational citizenship behavior
Vinno Petrus ManoppoThe purpose of this research is to examining the effect of transformational leadership on work stress, organizational citizenship behavior (OCB) and turnover intention…
Effects of Dubai quality award on organisational performance in the United Arab Emirates
Shatha Hawarna, Aahad Osman Gani, Rafikul IslamDubai Quality Award (DQA) is one of the quality awards that has been implemented in the United Arab Emirates (UAE) for the purpose of improving organisational performance…
Lean Six Sigma implementation and sustainability roadmap for reducing medication errors in hospitals
Yaifa Trakulsunti, Jiju Antony, Jacqueline Ann DouglasThe purpose of this study is to propose a Lean Six Sigma (LSS) roadmap to guide healthcare practitioners in the implementation of LSS along with a customized LSS tool kit…
An actor–network theory perspective for “Lean” interventions in manufacturing firms
Salam Abdallah, Mohsin Malik, Uzma ChaudhryThis paper tracks the network of actors participating in the initial implementation of a “Lean management” system, in order to identify associations between human and…
A systems theory for lean describing natural connections in an XPS
Christer Osterman, Anders FundinMany organizations report difficulties in integrating lean. A possible cause could be that methods and tools do not support each other. The purpose of this research is…
Factors influencing successful hazard analysis and critical control point (HACCP) implementation in hypermarket stores
Shih-Chi Kuo, Hsin-I HsiaoIn Taiwan, hypermarket stores should implement hazard analysis and critical control point (HACCP) according to regulations. The aim of this study was to investigate key…
Reporting misdemeanors in the workplace: analysing enablers using modified TISM approach
Smita Gupta, Kanika T. BhalIn the scope of the immense growth of corporate frauds and scandals, reporting unethical practices could be considered as an important mechanism to control them and…
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)…
The mediating role of visitor satisfaction in the relationship between museum experience and word of mouth: evidence from Italy
Massimiliano Vesci, Emanuela Conti, Chiara Rossato, Paola CastellaniThis paper aims to analyse the quality of experience in the Italian art museum context and to understand the mediating role of satisfaction between museum experiences and…
Learning by doing: an undergraduate lean A3 project in a Kuwaiti bank
Mohamad AlnajemThis case study shows how methods of lean philosophy can be successfully taught to undergraduate students and applied to improving a real-world loan process. Students were…
Product value analysis: a developed cost–benefit analysis ratio based on the Kano and PAF models
Nassibeh Janatyan, Arash ShahinIn this study, an integrative approach of customer satisfaction and cost of quality has been proposed for the value analysis of products based on a cost–benefit ratio.
Social media usage in Indian beauty and wellness industry: a qualitative study
Kulvinder Kaur, Pawan KumarAdvancement in technology has increased the use of social media among Internet users. People are on social media all day and brands cannot miss this opportunity to turn…
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…
Examining the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies
Dongjun Rew, Joo Jung, Steve LovettThis study investigates the relationships between innovation, quality, productivity and customer satisfaction in pure service companies. Previous studies have shown a…
Finding a way towards high-quality, accessible tourism: the role of digital ecosystems
Fabio Cassia, Paola Castellani, Chiara Rossato, Claudio BaccaraniDespite a growing interest in accessible tourism, delivering high-quality tourism experiences to people with disabilities (PwD) remains a major challenge. Beyond a number…
Examining the relationship between soft total quality management (TQM) aspects and employees' job satisfaction in “ISO 9001” Sudanese oil companies
Abuaraki Osman Ahmed, Abdalla Abdelrahim IdrisSoft total quality management (TQM) aspects are the facets of TQM that mainly concern with the management of human resource in a way to achieve the results of employees'…
Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach
Barbara Gaudenzi, Ilenia Confente, Ivan RussoThis study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold: (1) to investigate how business…
COVID-19 outbreak: implications on healthcare operations
Higor Leite, Claire Lindsay, Maneesh KumarThe COVID-19 pandemic is considered a major disruptive event of this decade, raising unforeseen socio-economic implications worldwide. This novel virus has increased the…
Customer-perceived quality, innovation and tradition: some empirical evidence
Angela Dettori, Michela Floris, Cinzia DessìThis study aims to explore how customer-perceived quality is affected by innovation in traditional products in the bread, bakery and pastry industry. The study assesses…
Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model
Syed Ali Raza, Amna Umer, Muhammad Asif Qureshi, Abdul Samad DahriThis study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect…
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…
An empirical investigation and prioritization of barriers toward implementation of agile manufacturing in the manufacturing industry
Rahul Kumar, Kanwarpreet Singh, Sanjiv Kumar JainThe study aims at empirically investigating and prioritizing the critical barriers for the successful implementation of agile manufacturing in the medium- and large-scale…
A health technology assessment between two pharmacological therapies through Six Sigma: the case study of bone cancer
Carlo Ricciardi, Alfonso Sorrentino, Giovanni Improta, Vincenzo Abbate, Imma Latessa, Antonietta Perrone, Maria Triassi, Giovanni Dell'aversana OrabonaHead and neck cancers are multi-factorial diseases that can affect many sides of people's life and are due to a lot of risk factors. According to their characteristics…
Measuring the influence of hospitality organizational climate on employee turnover tendency
Amit DattaThis study aims to identify the underlying dimensions of hospitality organizational climate and then measure the influence of it on employee turnover tendency.
Service quality of student services and student satisfaction: the mediating effect of cross-functional collaboration
Anwar Khamis Alsheyadi, Jawaher AlbalushiThe purpose of this paper is twofold: first, to examine the interaction of tangibles, reliability, assurance, responsiveness and empathy dimensions of the service quality…
Industry practices on the rework of defective products: survey results
João Cláudio Soares, Sérgio Sousa, Anabela TeresoThe general objective of this research was to identify the practices of the mass production industries, on the decisions related to the detection of defective products and…
Development of the critical success decision criteria for an equitable order sharing in an extended enterprise
Ismail W.R. Taifa, Steve G. Hayes, Iain Duncan StalkerThis study identifies and ranks the appropriate critical success decision criteria (CSDC) for the bulk order distribution (sharing) amongst multiple manufacturers…
‘Manufacturing is coming home’: does reshoring improve perceived product quality?
Fabio CassiaRecently, many firms have reshored manufacturing activities back to their home countries to increase customer perceptions of product quality. However, there is no evidence…
The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty
Andriani Kusumawati, Karisma Sri RahayuTo test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced…
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…
Design of experiments in the service industry: a critical literature review and future research directions
Jiju Antony, Elisabeth Viles, Alexandre Fonseca Torres, Taynara Incerti de Paula, Marcelo Machado Fernandes, Elizabeth A. CudneyThe purpose of the article is to present the results of a critical literature review (CLR) on Design of experiments (DoE) in the service industry.
The relationship between soft and hard quality management practices, innovation and organizational performance in higher education
Mauro Sciarelli, Mohamed Hani Gheith, Mario TaniThis study aims to empirically investigate the effects of both soft and hard quality management (QM) on innovation and organizational performance. It also examines the…
Development of a roadmap for Lean Six Sigma implementation and sustainability in a Scottish packing company
Verónica Flor Vallejo, Jiju Antony, Jacqueline Ann Douglas, Paul Alexander, Michael SonyLean Six Sigma (LSS) is a continuous improvement methodology that has been adopted by several companies as a strategy to increase their competitive advantage. However, due…
The problem of fear in TQM – causes, consequences and reduction methods – a literature review
Marek BugdolThe primary objective of the paper is to present the role and meaning of fear in organizations implementing TQM. The author's intention is to identify the causes of fear…
Continuous improvement framework to develop cultural change: case study, capital goods company
Gorka Unzueta, Aritz Esnaola, Jose Alberto EgurenIn this study, a frame of reference was developed to adapt and execute a continuous improvement process (CIP) for reinforcing a continuous improvement (CI) culture in an…
Mobile chat servitization in the customer journey: from social capability to social suitability
Letizia Lo Presti, Giulio Maggiore, Vittoria MarinoMobile instant messaging (MIM) is changing how we communicate with customers transforming what we used to buy as products into services. Servitization is the strategy by…
Dimensions and triggers of memorable tourism experiences: evidence from Italian social enterprises
Paola Castellani, Angelo Bonfanti, Rossella Canestrino, Pierpaolo MaglioccaThis paper explores the dimensions and triggers of memorable tourism experiences (MTEs) from the service provider perspective. Specifically, it focuses on MTEs offered by…
Adopting Six Sigma DMAIC for environmental considerations in process industry environment
Anupama PrasharThe aim of the study is to develop and apply a continuous improvement (CI) framework by introducing environmental considerations into the Six Sigma DMAIC…
A thorough Six Sigma DMAIC application for household appliance manufacturing systems: Oven door-panel alignment case
Meryem Uluskan, Ezgi Pınar OdaThe purpose of this study is to analyze door-panel alignment defects seen in built-in ovens manufactured in one household appliances company's plant. Alignment defects in…
The contribution of preoccupation with failure to TQM, crisis management and HR aiming to overcome crises
Christina Nizamidou, Fotios VouzasThe purpose of this paper is binary. At first, it explores the contribution of preoccupation with failure to total quality management (TQM) and crisis management (CM)…
Using Lean Six Sigma implied assumptions
Victor E. KaneThe intent of this work is to state the implied assumptions that define the setting for using a Lean Six Sigma (LSS) business strategy to conduct successful improvement projects.
An empirical longitudinal study of adoption of lean management in India
Jayaraman RajagopalanTo identify the factors that need to be addressed by Indian industry to steeply ramp up its production and productivity in the coming years, so as to achieve the goal of…
The “service excellence chain”: an empirical investigation in the healthcare field
Roberta Guglielmetti Mugion, Flaminia Musella, Laura Di Pietro, Martina ToniThe linkage between internal and external satisfaction is an understudied topic in the service field. This study aims to address this gap by proposing an original research…
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.
Quality and innovation as drivers for manufacturing competitiveness of automotive parts suppliers
Luz María Valdez-de la Rosa, Luis Alberto Villarreal-Villarreal, Gustavo Alarcón-MartínezThe purpose of this paper is to identify the causal relationship between the independent variables such as process quality and product innovation in regard to the…
Improving customer satisfaction and loyalty through mHealth service digitalization: New challenges for Italian pharmacists
Nicola Cobelli, Andrea ChiariniThe main purpose of this exploratory study is to investigate the attitude of pharmacists, as small- and medium-sized enterprise (SME) owners, toward new technologies, and…
Future research avenues of cost of quality: A systematic literature review
Christina Dimitrantzou, Evangelos Psomas, Fotios VouzasThe purpose of this paper is to identify the future research suggestions which have been made by several authors with regard to cost of quality (CoQ) and to group them…
Establishing a link among total quality management, market orientation and organizational performance: An empirical investigation
Hari Lal BhaskarThis paper presents findings of a survey on total quality management (TQM) practices adopted by the Indian manufacturing organizations. The purpose of this paper is to…
The quality movement's three operational paradigms: a text mining venture
Daniel CarnerudThis study aims to analyze four text-mining studies of quality management (QM) to illustrate and problematize how the research on quality has informed the quality paradigm…
ISSN:
1754-2731Renamed from:
The TQM MagazineOnline date, start – end:
2008Copyright Holder:
Emerald Publishing LimitedOpen access:
hybridEditor:
- Dr Alexander Douglas
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