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Article
Publication date: 31 December 2021

Michela Floris, Michela Marongiu, Cinzia Dessi and Angela Dettori

This study investigates the relationship between Total Quality Management (TQM) and internationalization in small family firms, focusing on the role that the dimensions of TQM may…

Abstract

Purpose

This study investigates the relationship between Total Quality Management (TQM) and internationalization in small family firms, focusing on the role that the dimensions of TQM may have as strategic resources to implement successful internationalization strategies.

Design/methodology/approach

Building on the Resource-Based View (RBV), the study is based on a single case study, and data were gathered through in-depth interviews with the family owner-manager.

Findings

Findings show that small family businesses that aim to operate in international markets have to invest constant attention toward TQM by developing strategies able to achieve excellence. More in detail, for small and medium family firms, TQM represents a driver to internationalize. Therefore, family-owned managers sustain that internationalization success depends on the increasing attention exhibited toward the following dimensions of quality, specifically on three main pillars: relationships, professionalization and long-term vision, which appear to be strategic resources in international markets. An interpretive model is proposed with a set of propositions.

Research limitations/implications

Scholarly implications are threefold. First, findings contribute to the RBV theory by introducing the long-term vision as a strategic resource able to activate a loop between TQM and internationalization success. Second, results contribute to TQM literature, highlighting that it represents a driver to internationalize, and following a long-term perspective, its enhancement is stimulated by internationalization. Third, findings contribute to family business studies, underlining the relevance done of owners on professionalization as a strategic resource to ensure excellence and obtain success in overseas markets. The main drawback refers to the fact that results stemmed from one single case study. Further studies could deepen the analysis on multiple cases.

Practical implications

The proposed case study represents a best practice and can stimulate other entrepreneurs and consultants to invest in TQM to thrive internationalization strategies.

Originality/value

The current study, elucidating that TQM is the driver to stimulate family business internationalization, proposes an interpretive model to study TQM and internationalization in small and medium family firms.

Details

Journal of Family Business Management, vol. 12 no. 4
Type: Research Article
ISSN: 2043-6238

Keywords

Article
Publication date: 20 April 2012

Kim O'Mahony and Thomas N. Garavan

This paper aims to report and analyse the lessons learned from a case study on the implementation of a quality management system within an IT Division in a higher education (HE…

3609

Abstract

Purpose

This paper aims to report and analyse the lessons learned from a case study on the implementation of a quality management system within an IT Division in a higher education (HE) organisation.

Design/methodology/approach

The paper is based on a review of the relevant literatures and the use of primary sources such as document analysis, participant observation and interviews to develop a case study that describes and evaluates the implementation process.

Findings

The case study identifies four factors central to the effective implementation of the quality management system within a Division of a HE institution: senior leadership and sponsorship; stakeholder engagement; the management of culture change; and implementing quality processes.

Practical implications

The case study reveals that the implementation of quality management systems requires sustained effort, continuous leadership, and the long term commitment of resources and systematic auditing of performance and is best done on an incremental basis.

Originality/value

The paper is based on a single organisation case study, and utilises a variety of data collection methods to generate findings. The study findings illustrate that HE institutions may achieve greater success in implementing quality management systems if they focus on a particular division rather than an organisation‐wide approach.

Details

Quality Assurance in Education, vol. 20 no. 2
Type: Research Article
ISSN: 0968-4883

Keywords

Article
Publication date: 4 June 2018

Jaime Pérez Martín-Gaitero and Ana B. Escrig-Tena

The purpose of this paper is to analyse the level of corporate social responsibility (CSR) development, in accordance with the dimensions of Maon et al.’s (2010) model, which…

Abstract

Purpose

The purpose of this paper is to analyse the level of corporate social responsibility (CSR) development, in accordance with the dimensions of Maon et al.’s (2010) model, which could be achieved when organisations adopt the EFQM model, as well as how the EFQM model can foster this CSR development.

Design/methodology/approach

The research method chosen was a qualitative methodology involving multiple case studies. The empirical research relies on an in-depth study of four cases of organisations recognised by the EFQM model in Spain.

Findings

The findings show that, although a higher commitment to the EFQM model implies a greater level of CSR development, with the knowledge and attitudinal dimensions more developed than others, organisations still have to make CSR an internalised management ideology.

Research limitations/implications

The very nature of the process of EFQM assessment does not ensure uniformity in all aspects of management. Limitations that are inherent to case studies: factors that can be chosen by the researcher, such as geographical location, size, sector and ownership, can have an influence on the characteristics of the CSR practices that are found.

Practical implications

This study contributes to the literature on excellence by approaching the EFQM model as a tool to integrate CSR issues into management.

Social implications

A relationship between commitment to excellence and CSR development does exist.

Originality/value

To the best of the authors’ knowledge, no previous analysis has been performed to address the potential relationship between CSR development in accordance with Maon et al.’s (2010) model and commitment to excellence.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 6
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 1 October 2018

Rawan Ali Saleh, Rateb J. Sweis and Firas Izzat Mahmoud Saleh

The purpose of this paper is to investigate the impact of hard total quality management (TQM) practices on operational performance dimensions in manufacturing organizations.

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Abstract

Purpose

The purpose of this paper is to investigate the impact of hard total quality management (TQM) practices on operational performance dimensions in manufacturing organizations.

Design/methodology/approach

The study was designed in the Jordanian manufacturing sector. Organizations that are familiar with hard TQM practices specifically that had already implemented ISO 9001 certificate were randomly surveyed through structured questionnaire, yielded a sample of 40 responding organizations. Principal component factor analysis was used to analyze hard TQM practices implementation and organizations operational performance dimensions. As a result, specific hard TQM practices and operational performance dimensions were extracted. The hard TQM practices that significantly influence operational performance dimensions were tested using simple and multiple linear regression analysis.

Findings

The research findings showed that hard TQM practices in manufacturing sector include; continuous improvement, statistical process control (SPC), process management and quality tools and techniques. Meanwhile, operational performance dimensions include; quality and inventory management performance. Also, the findings showed that continuous improvement and SPC practices play a major role in obtaining the desired results of operational performance.

Research limitations/implications

Three limitations can be identified in this research, using subjective measures of TQM practices and operational performance, low response rate and using a sample of organizations from various industries. This paper can help Jordanian manufacturing organizations to foster proper practices and make the right decisions related to operational performance.

Originality/value

This study describes a reliable hard TQM model that can be used by manufacturing organizations to improve their operational performance. Also, the results of this study contribute to prior literature and recommend some best practices for manufacturing organizations.

Details

Benchmarking: An International Journal, vol. 25 no. 7
Type: Research Article
ISSN: 1463-5771

Keywords

Open Access
Article
Publication date: 31 May 2023

Elena Casprini, Tommaso Pucci, Niccolò Fiorini and Lorenzo Zanni

Focusing on the adoption of Total Quality Management (TQM) principles in universities, this research paper explores how the “soft” dimensions of TQM trigger its “harddimensions

Abstract

Purpose

Focusing on the adoption of Total Quality Management (TQM) principles in universities, this research paper explores how the “soft” dimensions of TQM trigger its “harddimensions considering them at the individual (micro-) and the university (meso-), and eventually at cluster (system-), levels.

Design/methodology/approach

Adopting a qualitative approach, this study presents an in-depth, longitudinal case study of University of Siena, one of the oldest Italian universities, that has been at the core of the research-based cluster on vaccines, today converged in the Tuscan Life Science Cluster. In particular, data were collected between 2018 and February 2022 and consists of archival data (press articles, websites, books), nine interviews to key informants, multiyear experience of the Life Sciences sector by two of the authors and other material put at disposal by university offices, and emails. Data analysis relied on a timeline, a coding procedure that considered three levels of analysis (individual, organization and cluster). Finally, the authors looked at the “how” and “why” the emerged themes have contributed to academic excellence.

Findings

This paper unveils how “soft” and “hard” sides of TQM are blended across multiple levels for reaching academic excellence. The grounded model emerged enlightens the importance of an individual “soft” dimension, academic passion (composed by its three subdimensions of individual research, teaching and entrepreneurial passion) and also sheds light on the organizational “soft” and “hard” sides that the university has been able to design for encouraging research, teaching and third mission quality. Academic excellence has been possible thanks to the capitalization of the individual and organizational “soft” sides into real outcomes as represented by the organizational and individual “hard” sides.

Practical implications

The paper suggests the importance of TQM principles applied at universities' level, providing an in-depth description of “soft” and “hard” sides dimensions of TQM and their impact on all the three pillars of academic excellence. The study findings suggest implications for managers and professionals in the higher education domain as well as for policymakers emphasizing the importance of supporting the individual and organizational soft sides of TQM. The authors provide practical implications recommending universities to consider not only the organizational dimensions but also individual ones when pursuing higher education excellence. In particular, individual passion plays a crucial role and universities need to identify ways of nurturing it. The authors also recommend policymakers to think about new ways to sustain universities as crucial actors in boosting a cluster development, as well as to consider higher education institutions, especially in more rural areas, as a privileged player not only capable of nurturing academic excellence but also able of creating an internationally renowned cluster.

Originality/value

TQM principles have been intensively analysed from an industrial perspective focusing on manufacturing and services, while this paper focuses on TQM in universities, presenting a grounded model that blends the individual and organizational “soft” and “hard” sides.

Details

The TQM Journal, vol. 35 no. 9
Type: Research Article
ISSN: 1754-2731

Keywords

Open Access
Article
Publication date: 10 August 2022

Kari Lepistö, Minna Saunila and Juhani Ukko

This study investigates the effect of total quality management (TQM) on customer satisfaction, personnel satisfaction and company reputation.

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Abstract

Purpose

This study investigates the effect of total quality management (TQM) on customer satisfaction, personnel satisfaction and company reputation.

Design/methodology/approach

The study results rely on a structured survey conducted among an extensive sample of Finnish SMEs. In addition to the examination of the relationship between TQM and company performance in terms of customer satisfaction, personnel satisfaction and company reputation, the study takes a view on the possible effects of the industry, the company size and the certified quality system.

Findings

The results reveal that two TQM dimensions, namely Customer Focus and Product Management, were related to companies' customer satisfaction, whereas four TQM dimensions, namely Management/leadership, Customer Focus, Personnel Management and Risk Management, were related to personnel satisfaction. None of the TQM dimensions were related to company reputation. The control variables – the industry, the company size and the certified quality system – were not found to affect customer satisfaction, personnel satisfaction or company reputation.

Originality/value

Most previous studies have been based on traditional TQM classification and have not shown the effects of the latest TQM-related dimensions. Compared to previous studies, this work integrates risk management, digitization, system deployment efficiency and stakeholder management into TQM, which has not been implemented in any previous study. The roles of hard and soft TQM factors have been carefully considered in this study; thus, the study does not place too much emphasis on either direction but provides a balanced picture of the performance of the management systems studied. Although there are studies on the effects of TQM on personnel satisfaction, customer satisfaction and reputation, they are based on a much narrower definition of TQM than that in this study. The business environment is constantly changing, but only a few studies have been conducted to extend the TQM approach. This has led to duplication of studies, and the effects of performance-relevant procedures have not been extensively studied in the past as part of TQM. Therefore, the concept of this study brings significant added value to TQM research and returns the TQM concept to the overall level while considering the requirements of the ISO 9001: 2015 and EFQM 2019 quality standards. The study also considers the effects of ISO 9001 certification and EFQM requirements.

Details

Benchmarking: An International Journal, vol. 31 no. 1
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 1 October 1994

R.F. Blanchard and R.L. Galloway

Quality is increasingly being seen as a key strategic differentiatorwithin the financial services sector in the UK, with most major playersundertaking some form of quality

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Abstract

Quality is increasingly being seen as a key strategic differentiator within the financial services sector in the UK, with most major players undertaking some form of quality initiative. Describes work undertaken within TSB Bank plc to determine both retail customer and staff perceptions of those factors which determine service quality. Initially identifies the models developed by Parasuraman et al. as being the most appropriate for modelling the data, but finds that although the service gap model provides an excellent basis for analysis, the SERVQUAL model is of more limited value. Describes an alternative basis for modelling service quality based on the three dimensions of process/outcome, subjective/objective and soft/hard is described and modelled against the experimental data. Describes some conclusions of significance for retail banking in particular, and service providers in general.

Details

International Journal of Service Industry Management, vol. 5 no. 4
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 19 March 2024

Anupama Prashar

In the last 3 decades, organization-wide programs and practices based on the Total Quality Management (TQM) philosophy have become central to continuous improvement (CI) strategy…

Abstract

Purpose

In the last 3 decades, organization-wide programs and practices based on the Total Quality Management (TQM) philosophy have become central to continuous improvement (CI) strategy in both public and private enterprises. However, there is paradoxical evidence of TQM-firm performance linkage in non-Japanese contexts. This study presents a meta-analysis of empirical research on TQM-firm performance linkage and investigates the moderating influence of national cultural (NC) values on this relationship.

Design/methodology/approach

Meta-analytical procedures are adopted to analyse 364 effects accumulated from 135 independent samples across 31 nations, for 30,015 firm observations. Additionally, weighted least square (WLS) meta-regression is used to test the moderation effects of four NC dimensions based on the Global Leadership and Organizational Behavior Effectiveness (GLOBE) model.

Findings

The meta-analysis results reveal that the strengths of the association varied across five soft and hard TQM dimensions and three firm performance dimensions Meta-regression indicate that the effectiveness of the TQM program is high in cultures which reward collectivist behaviours, equity of power distribution and avoidance of ambiguity in rules/structures.

Originality/value

The study contributes to international operational management theory on cultural influences on the effectiveness of operations strategies and decisions.

Details

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

Keywords

Content available
Book part
Publication date: 30 July 2018

Abstract

Details

Marketing Management in Turkey
Type: Book
ISBN: 978-1-78714-558-0

Article
Publication date: 14 November 2016

Sik Sumaedi, Medi Yarmen and I. Gede Mahatma Yuda Bakti

The purpose of this paper is to develop and test a multi-level healthcare service quality (HSQ) model in Jakarta, Indonesia.

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Abstract

Purpose

The purpose of this paper is to develop and test a multi-level healthcare service quality (HSQ) model in Jakarta, Indonesia.

Design/methodology/approach

The research used a quantitative research method. Data were collected via a survey with questionnaire. The respondents are 154 patients of a healthcare institution in Jakarta, Indonesia.

Findings

The research result shows a multi-level HSQ model. The HSQ model consists of three primary dimensions, namely, healthcare service outcome, healthcare service interaction, and healthcare service environment. Healthcare service outcome has three subdimensions, i.e. waiting time, medicine, and effectiveness. Healthcare service interaction has three dimensions, namely, soft interaction, medical personnel expertise, and hard interaction. Healthcare service environment has two dimensions, which are equipment condition and ambient condition.

Research limitations/implications

This research was only conducted in one healthcare institution in Jakarta, Indonesia. The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across the customer of the healthcare institution. This study can be replicated with larger sample size and involving more healthcare institutions in order to examine the stability of the HSQ model.

Practical implications

Healthcare institution’s managers can use the HSQ model to monitor, measure, and improve their service quality.

Originality/value

There is a lack of research that develops and tests HSQ model based on multi-level approach in the context of developing country. This paper has fulfilled the gap.

Details

International Journal of Productivity and Performance Management, vol. 65 no. 8
Type: Research Article
ISSN: 1741-0401

Keywords

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