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Article
Publication date: 1 December 2000

Gavin P.M. Dick

Given the rapid recent growth in ISO 9000 applications and the business performance benefits being claimed for it by National Accreditation Registrars, it is timely to…

Abstract

Given the rapid recent growth in ISO 9000 applications and the business performance benefits being claimed for it by National Accreditation Registrars, it is timely to review the research in this area to see if any substantial proof exists for these claims. The paper explores the literature and finds that there is no proven link between quality certification (ISO 9000) and improved business performance. However, it is clear from the research reviewed on business performance factors, that better quality does have a consistent, positive relationship with business performance. Combining these findings leads to the inference that quality certification to ISO 9000 standards is not consistently associated with having a quality assurance system that delivers improved process control, or better quality. We conclude that the National Accreditation Registrars need to reflect on the standards of proof that they currently use to support claims for business performance improvement from the application of the ISO 9000 standards.

Details

The TQM Magazine, vol. 12 no. 6
Type: Research Article
ISSN: 0954-478X

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Article
Publication date: 6 March 2007

Gavin Dick and Beverley Metcalfe

The purpose of this paper is to establish empirically whether there is any foundation in the premise that female officers' lesser tenure and/or lower levels of commitment…

Abstract

Purpose

The purpose of this paper is to establish empirically whether there is any foundation in the premise that female officers' lesser tenure and/or lower levels of commitment than men explain their lack of career progress. Although the number of women in UK police forces has grown rapidly, it appears that they continue to be under‐represented in senior ranks.

Design/methodology/approach

Using whole population surveys of two county police forces in the UK the paper compares the promotion of men and women police officers controlling for tenure. The paper then compares the organisational commitment of male and female officers and analyses whether female officers experience managerial and organisational influences that undermine their organisational commitment compared to men.

Findings

The findings refute some of the widespread beliefs about reasons for female officers' lack of progress in their policing careers since the analysis indicates that gender differences in length of tenure and organisational commitment can be discounted as possible explanations for lack of advancement in these two police forces. Overall, the results clearly show that female officers are just as committed as male officers and thus cannot be justified as a reason for lack of career progression.

Research limitations/implications

It is accepted that survey methods such as ours do not capture the entirety of employee feelings and responses since they tend to homogenise male and female working experiences. However, survey methods do have the advantage that it is possible to generalise from the results and thus these two studies allow us to suggest that our findings can be viewed as providing insights to other UK police forces.

Practical implications

The relatively low levels of organisational commitment found should be a cause for concern for senior managers in the Police. The key importance that management has in influencing organisational commitment has been shown by our findings and this indicates the importance of the current Police Leadership Development Board's agenda to improve workforce management skills to encourage transformational leadership styles.

Originality/value

The paper make an original contribution by refuting widely held assumptions about the reasons for under‐representation of female officers in senior ranks. It also contributes to the sparse literature that examines organisational commitment in the police and its antecedents.

Details

International Journal of Public Sector Management, vol. 20 no. 2
Type: Research Article
ISSN: 0951-3558

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Article
Publication date: 17 March 2016

Juan José Tarí and Gavin Dick

The purpose of this study is to determine the state of research in quality management in higher education institutions based on a review of the academic literature. The…

Abstract

Purpose

The purpose of this study is to determine the state of research in quality management in higher education institutions based on a review of the academic literature. The aim is to provide universities with the best evidence for informing their focus and models for quality improvement. Despite quality’s role growing in importance as universities strive to compete in an increasingly underfunded market for students and research funds the review shows that current research is limited in volume and scope.

Design/methodology/approach

To ensure the widest coverage in our systematic literature review we use three databases: ScienceDirect, ABI/Inform, and Emerald.

Findings

The findings show that the three most common topics are quality management implementation issues, quality management models, techniques and tools, and quality management dimensions. The key quality management enabling dimensions found are: people management, process management and information and analysis, while the results dimension is predominantly focused on an understanding of stakeholders’ requirements and feedback on their perceptions of performance. We find in this literature that students are discussed as both end customers as graduates and participants in the learning process who have views on their experience. Also provided is an analysis that shows popular journal outlets, research methodologies used and country focus. The paper concludes with recommendations for the development of quality management for universities, and a future research agenda.

Originality/value

This article is the first literature of research in quality management in Higher Education Institutions following the model used in previous literature reviews on quality management and operations management.

Details

Journal of Service Theory and Practice, vol. 26 no. 3
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 1 February 2002

Gavin Dick, Kevin Gallimore and Jane C. Brown

The article examines the usage and relative importance of quality measurements in the UK’s largest service companies. The authors analyse the relationship of both internal…

Abstract

The article examines the usage and relative importance of quality measurements in the UK’s largest service companies. The authors analyse the relationship of both internal and customer‐based quality measurements to the importance placed on accreditation to an ISO 9000 standard. The effect of process structure is explored by categorising the service firms as being in front‐room or back‐room dominant service sectors. The authors find that the service firms, which consider accreditation to be important, have a different emphasis on quality than other service firms do. Significantly, their emphasis shifts from one that is in line with their process structure to a more balanced one, where both internal and customer‐based quality measurements receive similar attention. This leads them to conclude that accreditation to an ISO 9000 standard can make a profound difference to the way quality is perceived and measured in large service firms.

Details

Managing Service Quality: An International Journal, vol. 12 no. 1
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 February 2002

Iñaki Heras, Martí Casadesús and Gavin P.M. Dick

Registrations to the ISO 9000 standard have grown rapidly in recent years with 343,643 certificates in 150 countries at the start of 2000, a growth of 71,769 on the…

Abstract

Registrations to the ISO 9000 standard have grown rapidly in recent years with 343,643 certificates in 150 countries at the start of 2000, a growth of 71,769 on the previous year, of which 23,900 were in Europe. This suggests that there is a wide‐spread belief in the business benefits of ISO 9000 accreditation. However, failure to realise business performance improvement in practice could have a negative effect on the future credibility of quality certification and lead to ISO 9000 eventually becoming just another failed management panacea. Although there is much research describing implementation of ISO 9000 quality systems, there is little empirical research that examines whether ISO 9000 is linked to improvement in audited financial performance. This paper contributes to closing this gap in the literature by comparing the audited financial performance of 400 accredited and 400 non‐accredited Basque firms over a period of five years.

Details

Managerial Auditing Journal, vol. 17 no. 1/2
Type: Research Article
ISSN: 0268-6902

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Article
Publication date: 1 December 2002

Beverly Metcalfe and Gavin Dick

Seeks to make a contribution to reviewing the position of policewomen by analysing the nature of attitudinal commitment and its possible gendered meanings and gendering…

Abstract

Seeks to make a contribution to reviewing the position of policewomen by analysing the nature of attitudinal commitment and its possible gendered meanings and gendering effects. Using survey data, compares the different levels of commitment between men and women and considers if commitment is shaped by the same or different variables. Reviews the theoretical background to organisation commitment and gender and its relationship to police organisations. Then discusses the case data which reveals that there are few differences in the levels of men and women’s commitment, and that their commitment levels are shaped by the same managerial factors. Considers the implications for managing commitment and their relationship to equal opportunity developments within police forces. Concludes that the female police officer is committed to the force, but it is uncertain whether this is reciprocal.

Details

Women in Management Review, vol. 17 no. 8
Type: Research Article
ISSN: 0964-9425

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Article
Publication date: 19 June 2008

Gavin P.M. Dick, Iñaki Heras and Martí Casadesús

The adoption of the ISO 9001 Quality Management Systems Standard has proven to be a persistent and growing phenomenon in services and manufacturing, yet to date little…

Abstract

Purpose

The adoption of the ISO 9001 Quality Management Systems Standard has proven to be a persistent and growing phenomenon in services and manufacturing, yet to date little research has been done that can indicate how far improved business performance can be attributed to it rather than counter‐intuitive causes. The paper aims to examine the evidence for the causal links between quality management system certification and improved performance in the empirical literature.

Design/methodology/approach

A method is proposed for testing how far performance improvement can be attributed to quality management system certification and how far attribution to other causes applies. This method is illustrated on a longitudinal study and then utilised to interpret the findings of other longitudinal studies.

Findings

It is concluded that although there is some evidence to indicate that quality management system certification has some causal influence on business performance, there is also evidence for the existence of a substantial mechanism whereby better performing firms self‐select to adopt certification. Possible causes for this mechanism are discussed.

Research limitations/implications

The existence of a self‐select mechanism has profound implications for interpreting business performance achievements associated with quality management system certification because the benefits found may well be inflated by its presence. The authors suggest that richer theory is needed that can incorporate bi‐directional influences and new research is needed to explore the underlying causes of adoption selection effects.

Originality/value

The paper provides researchers with a method for testing and discussing causation influences on results. It provides evidence that a substantial part of the association found in the research on quality management system certification and business benefits may be due to counterintuitive causes.

Details

International Journal of Operations & Production Management, vol. 28 no. 7
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 24 April 2009

Gavin P.M. Dick

Accreditation to the ISO 9001 Quality Management Systems Standard has proven to be a persistent and growing phenomenon in services and manufacturing, yet to date little…

Abstract

Purpose

Accreditation to the ISO 9001 Quality Management Systems Standard has proven to be a persistent and growing phenomenon in services and manufacturing, yet to date little attempt has been made to explore how performance results in cross‐sectional research may be attributed to different causation mechanisms and how their influences may alter over time. This paper aims to fill this gap.

Design/methodology/approach

The paper defines four possible causation mechanisms before searching and analysing the empirical literature on quality management system certification to ISO 9001 and business performance for evidence of their causal influence.

Findings

From the analyses, it is found that the benefit that can safely be attributed to the treatment‐effect of ISO 9001 accreditation is lower waste; while the benefits of lower costs and better quality are less likely unless motives for adoption are developmental rather than externally driven. From an analysis of longitudinal studies a strong selection‐mechanism is found where more profitable firms have a greater propensity to adopt than less profitable firms. From the finding propositions are developed to show how the influence of these mechanisms change over time.

Research limitations/implications

The existence of the selection‐mechanism has profound implications for interpreting business performance achievements because the benefits that are attributed to the treatment‐effect from adopting quality management system standards are likely to be greatly inflated by the influence of the selection‐mechanism. The author suggests that richer theory is needed that can incorporate bi‐directional influences and new research is needed to explore the underlying causes of the selection effect.

Originality/value

The paper is believed to be the first to systematically explore attribution of performance in the ISO 9001 literature. Its findings provide new insights into the complexities of attribution of performance in studies of new practices and systems.

Details

International Journal of Productivity and Performance Management, vol. 58 no. 4
Type: Research Article
ISSN: 1741-0401

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Article
Publication date: 1 December 2000

Beverly Metcalfe and Gavin Dick

There have been few studies that have explored commitment among police officers in the UK. Our research aims to fill a gap in the police commitment literature. Using…

Abstract

There have been few studies that have explored commitment among police officers in the UK. Our research aims to fill a gap in the police commitment literature. Using survey data (100 per cent population = 3,828) the paper analyses the extent to which organisational commitment is shaped by: employees’ experiences of the level of management support, organisation support and performance appraisal. The commitment measure we use is derived from the real life HR concerns of the participating police organisation ForceCo. Results show that these factors strongly influence commitment at all ranks. Key new findings reveal that the level of commitment varies according to position in the hierarchy, and police commitment increases with tenure. The paper discusses the limitations in management style and personnel procedures and suggests ForceCo needs to re‐evaluate existing systems.

Details

Journal of Managerial Psychology, vol. 15 no. 8
Type: Research Article
ISSN: 0268-3946

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Article
Publication date: 1 May 2001

Gavin Dick, Kevin Gallimore and Jane C. Brown

This paper seeks to illuminate how the emphasis on quality dimensions differs in service firms dependent on the size of their back‐room activity. It examines how that…

Abstract

This paper seeks to illuminate how the emphasis on quality dimensions differs in service firms dependent on the size of their back‐room activity. It examines how that emphasis differs with Quality Certification (QCert). The research examines the relative importance attached by the chief executives of 93 large service organisations to both internal and external dimensions of quality. It analyses the relationship of these quality dimensions to the importance placed on the possession of QCert. The effect of process structure is explored by categorising service firms as being in front‐room versus back‐room dominant industrial sectors. The research findings provide empirical evidence that service firms who rate the possession of QCert as important, place much more emphasis on quality, and have a balanced perspective where internal and external quality are both emphasised. In contrast, service firms that do not promote QCert, emphasise quality less. In the absence of QCert, we find clear differentiation in how quality is conceptualised in front‐room versus back‐room dominant industrial sectors.

Details

International Journal of Service Industry Management, vol. 12 no. 2
Type: Research Article
ISSN: 0956-4233

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