The TQM Journal: Volume 28 Issue 2

Initiating quality management in a small company

Marcus Assarlind, Ida Gremyr

The purpose of this paper is to identify critical aspects of quality management (QM) adoption in a small company. QM is more widely applied in large companies than in small ones…

Using modified IPA to define quality improvement strategies: A study of air-conditioning industry in Taiwan

Li-Hsing Ho, Pi-Yun Chang, Tieh-Min Yen

The purpose of this paper is to propose a modified Importance-Performance Analysis (IPA) model and calculates the performance of quality characteristic for the purpose of defining…

Statistical process control application on service quality using SERVQUAL and QFD with a case study in trains’ services

Hadi Akbarzade Khorshidi, Sanaz Nikfalazar, Indra Gunawan

The purpose of this paper is to implement statistical process control (SPC) in service quality using three-level SERVQUAL, quality function deployment (QFD) and internal measure…

The role of value and virtues in TQM: an overview of literature

Salvatore Moccia

The purpose of this paper is to analyze the relation between values and virtues and the principles of Total Quality Management (TQM) and thus to propose a tentative framework of…

TOPSIS approach to prioritize critical success factors of TQM: Evidence from the pharmaceutical industry

Gholamhossein Mehralian, Jamal A Nazari, Hamid Reza Rasekh, Sajjad Hosseini

The pharmaceutical industry has a critical impact on health promotion. It is essential to identify and prioritize the critical success factors (CSFs) within this industry to…

Capability for continuous improvement: Analysis of companies from automotive and capital goods industries

Rodrigo Valio Dominguez Gonzalez, Manoel Fernando Martins

The current state of the art on continuous improvement takes into consideration that capabilities and organizational behaviors are more important elements for conduction and…

Qualitative assessment of public facilities: the “public bus”

Shreya Das, Debapratim Pandit

The purpose of this paper is to develop a method to benchmark the service quality of any public facility based on users’ perception, by taking the case of “bus design”. While some…

The leadership criterion: challenges in pursuing excellence in the Jordanian public sector

Shaker A Aladwan, Paul Forrester

– The purpose of this paper is to explore the challenges that face leaders when implementing business excellence programmes in the Jordanian public sector.

Perception of TQM benefits, practices and obstacles: The case of project managers and quality management representatives in Kuwait

Martin Jaeger, Desmond Adair

The purpose of this paper is to identify the perception of total quality management (TQM) benefits, practices and obstacles in Kuwaiti industrial organizations certified against…