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Article

M.A. Rahim and Khaled S. Al‐Sultan

Recently, there has been a lot of interest in the economics of quality control. Many researchers have considered the problem of determining the optimal target mean for a…

Abstract

Recently, there has been a lot of interest in the economics of quality control. Many researchers have considered the problem of determining the optimal target mean for a process, but almost all of them have assumed that the process variance is fixed and known in advance. The problem of simultaneously determining the optimal target mean and target variance for a process is considered. This might result in a reduction in variability and in the total cost of the production process. A reduction in variability upholds the modern concept of Taguchi’s loss function, which states that any deviation from the target value incurs economic loss, even when the quality characteristic lies within the specification limits. Taguchi’s loss function is incorporated to extend this study further to jointly determine the optimal target mean and variance.

Details

Journal of Quality in Maintenance Engineering, vol. 6 no. 3
Type: Research Article
ISSN: 1355-2511

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Article

Ebrahim Soltani and Pei‐Chun Lai

This paper seeks to shift the focus to the implications of various quality management systems, as a pervasive feature of modern organisational life, for business excellence.

Abstract

Purpose

This paper seeks to shift the focus to the implications of various quality management systems, as a pervasive feature of modern organisational life, for business excellence.

Design/methodology/approach

A mail‐based survey is conducted among a total of 150 UK‐based European Foundation for Quality Management‐affiliated organisations. This quantitative methodology sounds appropriate, given that there is a relative dearth of evidence regarding the nature of quality management systems as quality‐driven organisations pursue continuous improvement through such systems.

Findings

Together, International Organisation for Standardisation (ISO) series and other total quality management (TQM) models were seen as helping organisations in the journey towards business excellence. Despite the apparently high level of interest in various forms of quality management systems, however, a major discrepancy was found between the rhetoric of these systems and the reality of their practice. For example, little evidence was found that the surveyed organisations were developing a more strategic approach to managing soft aspects of quality management. The results also highlighted the fact that the approach emerging in many organisations seems to be relatively the antithesis of that of the TQM‐driven organisations.

Research limitations/implications

A fundamental limitation of this study relates to its research method and the fact that it draws its data from only a mail‐based survey. Therefore, additional follow‐up research in the form of case studies – qualitative methodology – should be conducted in order to examine more deeply and validate the survey results.

Practical implications

Specifically, despite being viewed as potentially a threat to quality management initiatives, indeed, the paper is in many respects a spirited defence of the distinctive contribution and value of ISO 9000 as a basis and stepping‐stone for TQM success.

Originality/value

This paper updates the earlier work and significantly highlights the move to broaden the aims and process of quality management systems by using international‐wide quality management frameworks.

Details

Benchmarking: An International Journal, vol. 14 no. 4
Type: Research Article
ISSN: 1463-5771

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Article

C.P. Kartha

This paper examines the relationship between ISO 9000:2000 quality standards, QS9000, ISO/TS 16949 and the Baldrige criteria for performance excellence revised in the year…

Abstract

This paper examines the relationship between ISO 9000:2000 quality standards, QS9000, ISO/TS 16949 and the Baldrige criteria for performance excellence revised in the year 2002. A comparison is made between Baldrige criteria and the various elements of ISO 9000, QS9000 and ISO/TS 16949 Standards and their similarities and differences are examined. Implementing ISO 9000 requirements as an initial step for TQM implementation is also discussed.

Details

The TQM Magazine, vol. 16 no. 5
Type: Research Article
ISSN: 0954-478X

Keywords

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Article

Hongyi Sun, Sapphire Li, Karis Ho, Frank Gertsen, Poul Hansen and Jan Frick

This paper investigates the pattern or trajectory of implementing ISO 9000 standards versus TQM in Western Europe from a longitudinal perspective, using empirical data…

Abstract

This paper investigates the pattern or trajectory of implementing ISO 9000 standards versus TQM in Western Europe from a longitudinal perspective, using empirical data. The research is based on three large‐scale surveys conducted in 1992‐1993, 1996‐1997 and 2001‐2002 respectively, in 13 Western European countries. The results of the surveys show that European companies have put considerable effort into ISO 9000 certification. However, the results also reveal that, around 1996‐1997, European companies had also planned to implement TQM. However, the result of the planned “go beyond ISO to TQM” fell short of the anticipated extent, indicating that the adoption of TQM in Europe was slower than expected. Early in the twenty‐first century, European companies are still very keen on implementing TQM, indicating an obvious intention to shift from ISO 9000 to TQM. To ensure that the shift will occur this time however, the two approaches must be integrated properly. Although both ISO 9000 standards and the TQM/EFQM model have been recently updated or modified, how to best incorporate the two systems remains one of the major tasks of quality management in the future.

Details

International Journal of Quality & Reliability Management, vol. 21 no. 2
Type: Research Article
ISSN: 0265-671X

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Article

Souad Bannour and Kais Mtar

Although a considerable bulk of literature has focused on the relationship between the implementation of quality assurance certification and the corporate performance of…

Abstract

Purpose

Although a considerable bulk of literature has focused on the relationship between the implementation of quality assurance certification and the corporate performance of companies, still few are the works devoted to small- and medium-sized enterprises (SMEs). The purpose of this paper is to provide additional evidence for the impact of implementing quality assurance and control certificates on the performance of French SMEs.

Design/methodology/approach

With a view to determining the effect of certification on the performance of 1,164 French SMEs, the study used the matching method as developed by D.B. Rubin (1974). The data mobilized is the fruit of matching the results of the IOC survey (the Organizational Change and Informatization) conducted in 2006 with data pertaining to the performance of companies as derived from DIANE files (Disk for Economic Analysis).

Findings

The empirical contribution of this study indicates the need of SMEs for implementing quality certificates to improve their turnover, increase their added value, increase their labor productivity and boost the productivity of financial capital.

Research limitations/implications

The paper has three main limitations. The first has to do with the choice of performance indicators. The paper is manly limited to the economic side of corporate performance. The second limitation is related to the origin of the data that covers only the year 2006. The study suffers from the time interval limit in which the relation between the implementation of the organizational innovations and the performance is tested. The third limitation concerns the generalization of results. The study was conducted on French SMEs, which limits the generalization of the results obtained.

Practical implications

Research findings have many implications on researchers and SME executives. For this latter, quality assurance system is perceived as a tool to maintain a competitive edge over competitors.

Originality/value

The paper aims to assess the impact of implementing quality certificates on the performance of French SMEs. To the authors’ knowledge, this is the first study examining the relationship between the implementation of a quality assurance certificate and the performance of a large sample of 1,164 French SMEs.

Details

International Journal of Quality & Reliability Management, vol. 36 no. 1
Type: Research Article
ISSN: 0265-671X

Keywords

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Article

Paul L. Goethals and Byung Rae Cho

The selection of the optimal process target for a manufacturing process is critically important as it directly affects the defect rate, rejection and rework costs, and the…

Abstract

Purpose

The selection of the optimal process target for a manufacturing process is critically important as it directly affects the defect rate, rejection and rework costs, and the loss to customers. A recent review of process target literature suggests that future work should incorporate models using multiple quality characteristics. Thus, the purpose of this paper is to create a more flexible and realistic approach to solving the multi‐response process target problem.

Design/methodology/approach

A design of experiments methodology is proposed to provide estimates of process parameters and a nonlinear constrained optimization scheme is employed to identify optimal settings.

Findings

The approximation of cost savings undoubtedly has a higher degree of accuracy than in the case where the engineer assumes values for the process parameters. Furthermore, greater flexibility is obtained in finding solutions that support both the manufacturer and the customer.

Research limitations/implications

This methodology relies on controlled experimentation and the replication of observations made on multiple nominal‐the‐best quality characteristics. Future research may include examining the effects of using smaller‐the‐better or larger‐the‐better type characteristics.

Originality/value

Unlike traditional attempts at solving the process target problem where the process mean, variance, and covariance between characteristics are assumed known in advance, this paper uses an approach that removes these assumptions, thereby providing a more practical depiction of the overall system. Furthermore, this methodology broadens the scope of process target problem research by seeking the simultaneous optimization of process parameters and considering a loss in quality attributed to deviation from a target value.

Details

International Journal of Quality & Reliability Management, vol. 28 no. 6
Type: Research Article
ISSN: 0265-671X

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Article

P.B. Sakthivel, G. Rajendran and R. Raju

The aim of the study is to develop a TQM model of academic excellence and empirically establish a relationship between TQM implementation and students' satisfaction of…

Abstract

Purpose

The aim of the study is to develop a TQM model of academic excellence and empirically establish a relationship between TQM implementation and students' satisfaction of academic performance.

Design/methodology/approach

A sample of students from ISO and non‐ISO engineering institutions from South India has been taken for the study. Statistical measures like mean, t‐test, correlation and regression analysis were used.

Findings

The results reflect that ISO 9001:2000 engineering institutions are moving towards the path of TQM offering better quality of educational service than the non‐ISO institutions. A relationship between the five TQM constructs and students' satisfaction of academic performance has also been established.

Research limitations/implications

This study has been conducted in higher engineering education from the students' perspective only. The study is limited to the privately funded engineering institutions. Research relating to other types of institutions namely the government institutions and the deemed universities can be taken up in future.

Practical implications

The academic excellence model developed in this paper can be effectively implemented in the higher educational institutions to enhance the quality of education and students' satisfaction.

Originality/value

5C TQM excellence model is unique. Suggestions to educational authorities interested in improving the quality of education are valuable.

Details

The TQM Magazine, vol. 17 no. 6
Type: Research Article
ISSN: 0954-478X

Keywords

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Article

Juan José Tarí, Iñaki Heras-Saizarbitoria and Jorge Pereira

The purpose of this paper is to analyze the internalization of quality management (QM) on the basis of quality certifiable standards – also referred to as meta-standards …

Abstract

Purpose

The purpose of this paper is to analyze the internalization of quality management (QM) on the basis of quality certifiable standards – also referred to as meta-standards – in service organizations. More specifically, the paper analyzes the case of the internalization of a quality standard in the Spanish hotel industry.

Design/methodology/approach

The paper examines the relationships between the measures of internalization, benefit, QM tools and motivation, using partial least squares in the framework of the structural equation modeling technique.

Findings

The results show that the hotels that have internalized the standard to a greater extent are more likely to be driven by internal motivation, develop more QM tools and achieve greater benefits than the hotels with a lower degree of internalization.

Originality/value

As previous studies have examined these issues in relation to the internalization of ISO standards, the present study adds to this important stream of research and contributes by advancing the understanding of these issues through the case of a specific standard for the hotel industry.

Details

Managing Service Quality, vol. 23 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

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Article

Barry L.M. Mak

The objectives of this study are to find out why tour operators implement quality assurance, and what problems and challenges they face in doing so.

Abstract

Purpose

The objectives of this study are to find out why tour operators implement quality assurance, and what problems and challenges they face in doing so.

Design/methodology/approach

This study utilized a multiple‐case study approach, interviewing the senior managers of three accredited tour operators using formally structured questions.

Findings

The purposes for which the tour operators attained ISO 9000 certification were image building, promotion and advertising; to rectify the varying standards amongst different departments; to build an understanding of the operations; to review the operation procedures and system, and the management of the tour operators; as well as to legitimize the senior management's action to make changes. A number of negative aspects to the ISO 9000 certification were found, including the high cost of implementation, lukewarm reception by staff, reduced effectiveness over time and that consistency of procedures did not equate to good or improving quality.

Research limitations/implications

As the current research used a very small sample, only limited generalizations can be made.

Practical implications

Tour operation is a service‐based business in which it is difficult to standardize service quality – but, where an attempt is made, there does seem to be a significant reduction in human error.

Originality/value

A body of literature exists in which arguments for and against the use and practices of the ISO 9000 certification in different sectors are presented, but the tour operator industry is neglected. This paper examined the value of quality assurance certification in the tour operators sector to fill the void.

Details

International Journal of Contemporary Hospitality Management, vol. 23 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

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Article

Shad Dowlatshahi and Soheil Hooshangi

The maquiladora industry is a manufacturing system that utilizes the Mexican workforce and foreign investment and technology on the border region between the USA and…

Abstract

Purpose

The maquiladora industry is a manufacturing system that utilizes the Mexican workforce and foreign investment and technology on the border region between the USA and Mexico. This study seeks to explore managerial support and employee involvement as well as quality processes (internal enablers) and supplier selection criteria (external factors) in the maquiladora industry with respect to ISO 9000 certification.

Design/methodology/approach

The enablers of ISO certification were studied through a survey instrument and extensive field interviews with experts of maquiladora plants in El Paso, Texas and Juarez, Mexico. Based on a 78 percent response rate (171 usable questionnaires) and 11 in‐depth interviews of quality experts in eight industries, statistical analyses including reliability and validity analyses, factor analyses, tests of hypothesis, and ANOVA were performed.

Findings

The four hypotheses developed were verified. Based on the analyses, ISO‐certified companies exemplified better and longer‐term relationships with main/core suppliers, greater top managerial support and employee involvement and communication, and more effective quality processes than those of non ISO‐certified companies.

Practical implications

The results of the study could assist maquiladoras to improve their internal and external enablers in order to have a better chance of achieving ISO certification. Likewise, the headquarters of the maquiladoras could benefit from the identification and recognition of these internal and external enablers.

Originality/value

The quality of products manufactured in maquiladoras should be congruent with the parts and products produced in their headquarters. The paper addresses the role and importance of ISO certification for both maquiladoras and their headquarters. The headquarters could provide the necessary support and resources for achievement or ISO certification in maquiladoras.

Details

International Journal of Quality & Reliability Management, vol. 27 no. 9
Type: Research Article
ISSN: 0265-671X

Keywords

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