The TQM Journal: Volume 25 Issue 2

MBNQA criteria used in the GCC countries

Martin Jaeger, Desmond Adair, Sondus Al‐Qudah

Quality criteria of The Malcolm Baldrige National Quality Award (MBNQA) have been used as a standard for organisational self‐assessment and benchmarking. The threefold purpose of…

Incongruent quality management perceptions between Malaysian hotel managers and employees

Norzuwana Sumarjan, Susan W. Arendt, Mack Shelley

Using the Malcolm Baldrige National Quality Award (MBNQA) criteria, the purpose of this study is to compare perceptions of Malaysian hotel quality managers (HQMs) and employees on…

Critical factors for process improvement in pharmaceutical research

Hirotaka Inoue, Shu Yamada

The purpose of this report is to present the critical factors necessary for process improvement in pharmaceutical research.

Determinants of students’ loyalty in the Ghanaian banking industry

Bedman Narteh

The purpose of this paper is to investigate the determinants of students’ loyalty in retail banks in Ghana.

Root cause analysis, Lean Six Sigma and test of hypothesis

Shri Ashok Sarkar, Arup Ranjan Mukhopadhyay, Sadhan Kumar Ghosh

In implementing Six Sigma and/or Lean Six Sigma, a practitioner often faces a dilemma of how to select the subset of root causes from a superset of all possible potential causes…

The interrelationship between service features, job satisfaction and customer satisfaction: Evidence from the transport sector

Angelos Pantouvakis, Nancy Bouranta

The aim of this paper is to present a conceptual framework which explores the links between the two service features (physical and interactive), job satisfaction and their impact…

Decision quality by the loss cost of Type I and Type II errors

Ying‐Chieh Chen, Shui‐Chuan Chen, Ying‐Hao Chen

The purpose of this paper is to explore the system requirements model. According to the concept of loss costs of Type I and Type II errors, it can define the optimal decision…

Please don’t become a leader. Unless you’re ready to do it properly

Sunny Bindra