The TQM Journal: Volume 20 Issue 1

How organisations can learn from complaints

J.F.J. Vos, G.B. Huitema, E. de Lange‐Ros

In the literature on complaint management the importance is acknowledged of learning from complaints. Still, the concept of organisational learning has not yet been embedded in…

Looking for root cause: a comparative analysis

Edward D. Arnheiter, Jean E. Greenland

The purpose of this paper is to demonstrate that management decision making and corporate strategy must start by questioning all prior assumptions and arguments, while focusing on…

Knowledge management as perceived by quality practitioners

Dianne Waddell, Deb Stewart

This paper seeks to explore the relationship between knowledge management and quality management with a particular focus on the role of quality culture. The paper also aims to…

The challenges for quality managers in Britain and Australia

Peter G. Burcher, Gloria L. Lee, Dianne Waddell

This paper aims to compare and contrast the career experiences and development needs of British and Australian quality managers.

A pragmatic approach to conducting a successful benchmarking expedition: Case of Dubai Holding Group (DHG)

Simmy Marwa, Mohamed Zairi

The purpose of this paper is to provide a conceptual framework for conducting a benchmarking visit/expedition.

Integration of CRM and QFD: A novel model for enhancing customer participation in design and delivery

Arash Shahin, Payam Nikneshan

The purpose of this paper is to propose an integrated model of quality function deployment (QFD) and customer relationship management (CRM) for design and delivery processes.

An Introduction to Six Sigma and Process Improvement

K. Narasimhan

Editorial

Alex Douglas

What’s next in the field of quality?

Mohamed Zairi