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Article
Publication date: 1 October 1997

T. Thiagarajan and M. Zairi

Part II of a three‐part series, presents a comprehensive review of the literature by discussing critical factors of TQM in key areas often stressed in implementation case…

Abstract

Part II of a three‐part series, presents a comprehensive review of the literature by discussing critical factors of TQM in key areas often stressed in implementation case studies, and supported by quality gurus and writers. Such factors are considered as being conducive to the success of TQM implementation. Discusses these factors from the point of view of how and why. There appears to be little agreement on the what, so an understanding of the “processes” involved in implementation allows for the appropriate framing and objective classification of key factors for TQM implementation. Discusses those quality factors related to resource management and systems and process management.

Details

The TQM Magazine, vol. 9 no. 5
Type: Research Article
ISSN: 0954-478X

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Article
Publication date: 1 June 1993

Michael Dietrich

Examines the implications for the economics of the firm of thedevelopment of total quality control and just‐in‐time management whichare becoming increasingly important for…

Abstract

Examines the implications for the economics of the firm of the development of total quality control and just‐in‐time management which are becoming increasingly important for intrafirm resource allocation. Shows the Alchian and Demsetz and transaction cost perspectives on the firm and work organization to be theories of a particular management style rather than a general economics of the firm. Develops an alternative and more general framework on the basis of the firm as a strategic framework, defined in terms of the knowledge base of an organization, rather than a single strategic orientation. This framework constrains and directs organizationally lower level proactive activity. Emphasis is placed on the importance of participative management, in core firms, and an economic rather than legal definition of the firm.

Details

Journal of Economic Studies, vol. 20 no. 6
Type: Research Article
ISSN: 0144-3585

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Article
Publication date: 1 January 1990

Nick Oliver

One of the central tenets of total quality control is that responsibility for quality lies at the point of production. Salancik′s model of commitment is used to describe…

Abstract

One of the central tenets of total quality control is that responsibility for quality lies at the point of production. Salancik′s model of commitment is used to describe systems of work organisation which encourage employees to take on this responsibility. Commitment to quality can be fostered by managing the context within which production takes place. Management of the human aspects of total quality control may be informed by relevant ideas from the commitment literature.

Details

International Journal of Quality & Reliability Management, vol. 7 no. 1
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 1 June 1991

Edward Hopkinson

The process and uses in implementing a formalised total quality assurance programme into the Cambridgeshire Ambulance Service are investigated. Service and individual…

Abstract

The process and uses in implementing a formalised total quality assurance programme into the Cambridgeshire Ambulance Service are investigated. Service and individual performance standards are discussed. Key benefits of QA in terms of “employee resourcing” and “employee relations” are identified and the crucial role of training for quality is emphasised.

Details

International Journal of Health Care Quality Assurance, vol. 4 no. 6
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 1 August 1999

Volker Krüger

This article discusses the history of quality management in Germany, Japan, Britain and the USA. It suggests a need for further development of a European model for quality…

Abstract

This article discusses the history of quality management in Germany, Japan, Britain and the USA. It suggests a need for further development of a European model for quality to fit the specific business and social cultures of European organizations.

Details

The TQM Magazine, vol. 11 no. 4
Type: Research Article
ISSN: 0954-478X

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Article
Publication date: 1 April 2001

Z.M. Zain, B.G. Dale and D.F. Kehoe

Uses the three quality dimensions of: systems; tools and techniques; and people, analyses the contribution of UK writers to the development of the body of knowledge known…

Abstract

Uses the three quality dimensions of: systems; tools and techniques; and people, analyses the contribution of UK writers to the development of the body of knowledge known as total quality management (TQM). From examination of a range of source material (e.g. books, papers, postgraduate theses, and articles) it is clear that quality and TQM, within the UK, is still a subject of research and reporting. Those papers written by the academic fraternity tend to focus on the systems, and tools and techniques dimensions, whilst the more journalistic papers show a preference for people‐related issues. The examination reveals that the contribution of UK writers presents a rich and broad picture of TQM, however, a truly integrated view is not provided.

Details

The TQM Magazine, vol. 13 no. 2
Type: Research Article
ISSN: 0954-478X

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Article
Publication date: 29 April 2021

Ala' Omar Dandis, Amr Anwar Jarrad, Jamal M M Joudeh, Ibrahim Lewis Mukattash and Anas Ghassan Hassouneh

The purpose of this paper is to investigate the impact of multidimensional service quality on word of mouth (WOM) in university on-campus healthcare centers.

Abstract

Purpose

The purpose of this paper is to investigate the impact of multidimensional service quality on word of mouth (WOM) in university on-campus healthcare centers.

Design/methodology/approach

Data were collected from self-administered questionnaires involving a sample of 407 currently enrolled student-patients visiting the on-campus university healthcare centers in the Jordanian capital, Amman. Non-probability convenience sampling was performed in this study. Factor analysis and multiple and hierarchical multiple regression methods were used to analyze the data and test the proposed relationships.

Findings

The results show that the primary dimensions (administration quality, interpersonal quality and technical quality) had a significant and positive impact on WOM, with administration quality appearing as the most influential factor leading to WOM. At the subdimensions level, the findings of this study revealed that interaction activity had the most significant predictive value on WOM compared to the other service quality subdimensions. An insignificant relationship between atmosphere, tangibles, relationship activity and WOM was found.

Practical implications

This study suggests that university administrators and managers of other high-contact service sectors (e.g. hospitality and travel services, tourism education services, financial and insurance services and public services) ought to take into consideration both service quality subdimensions and satisfaction as significant strategic endpoints, as these inputs provide a roadmap for administrators to elicit positive WOM from customers with regard to their businesses.

Originality/value

This study provided its contribution by presenting a comprehensive model of WOM formation and offering specific insights for the on-campus healthcare centers in higher education institutions. This is also the first study conducted in the Middle East, particularly in Jordan.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 1 June 1994

Robin Mann and Dennis Kehoe

Research was undertaken on the effects of quality improvement activitieson business performance. The investigation began by developing aclassification system to ensure all…

Abstract

Research was undertaken on the effects of quality improvement activities on business performance. The investigation began by developing a classification system to ensure all business performance benefits (tangible and intangible) were included for analysis. Questionnaires and structured interviews, involving the participation of over 200 companies, were used as the main tools for the investigation. An analysis of the results enabled a TQM quality activity model to be developed which classify 65 quality activities by their prime effect. This model was designed to assist companies in the planning of TQM and the targeting of quality activities. The research identified the difficulties organizations and researchers have in measuring the effects of quality activities.

Details

International Journal of Quality & Reliability Management, vol. 11 no. 4
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 1 May 2020

Ala' Omar Dandis and Len Tiu Wright

The purpose of this paper is to investigate how the CARTER model impact on attitudinal loyalty in Islamic banks.

Abstract

Purpose

The purpose of this paper is to investigate how the CARTER model impact on attitudinal loyalty in Islamic banks.

Design/methodology/approach

The paper presents primary data collected by self-administered questionnaires involving a sample of 655 respondents from all local Islamic banks in Jordan. SPSS was used to analyse the data and AMOS was used to analyse confirmatory factor analysis.

Findings

In terms of the dimensions of CARTER model, the results show that empathy, assurance and compliance are the most influential factors leading to attitudinal loyalty. Insignificant relationship between tangibles and attitudinal loyalty was found. The findings also show that customer satisfaction plays as a mediating variable between dimensions of service quality and attitudinal loyalty.

Practical implications

Islamic banks should focus on continuous improvement of service quality because of the direct effect on attitudinal loyalty. Managers should pay special attention to the quality provided by their employees and develop their skill set through training and education programmes using Islamic knowledge. They should make sure that all activities are carried out in the right manner the first time and every time to enhance customer loyalty at all times. They also are recommended to comply with the Shariah board alliances and collaboration and other decisions of the Islamic Fiqh Academy.

Originality/value

As the first study of its kind in Jordan, the paper’s contribution stems from filling the research gap in examining the effects of the various service quality dimensions on the impact of attitudinal loyalty in Islamic banks using the CARTER model.

Details

International Journal of Quality and Service Sciences, vol. 12 no. 2
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 1 October 2006

Jiju Antony, Raj Bardhan Anand, Maneesh Kumar and M.K. Tiwari

To provide a good insight into solving a multi‐response optimization problem using neuro‐fuzzy model and Taguchi method of experimental design.

Abstract

Purpose

To provide a good insight into solving a multi‐response optimization problem using neuro‐fuzzy model and Taguchi method of experimental design.

Design/methodology/approach

Over the last few years in many manufacturing organizations, multiple response optimization problems were resolved using the past experience and engineering judgment, which leads to increase in uncertainty during the decision‐making process. In this paper, a four‐step procedure is proposed to resolve the parameter design problem involving multiple responses. This approach employs the advantage of both artificial intelligence tool (neuro‐fuzzy model) and Taguchi method of experimental design to tackle problems involving multiple responses optimization.

Findings

The proposed methodology is validated by revisiting a case study to optimize the three responses for a double‐sided surface mount technology of an electronic assembly. Multiple signal‐to‐noise ratios are mapped into a single performance statistic through neuro‐fuzzy based model, to identify the optimal level settings for each parameter. Analysis of variance is finally performed to identify parameters significant to the process.

Research limitations/implications

The proposed model will be validated in future by conducting a real life case study, where multiple responses need to be optimized simultaneously.

Practical implications

It is believed that the proposed procedure in this study can resolve a complex parameter design problem with multiple responses. It can be applied to those areas where there are large data sets and a number of responses are to be optimized simultaneously. In addition, the proposed procedure is relatively simple and can be implemented easily by using ready‐made neural and statistical software like Neuro Work II professional and Minitab.

Originality/value

This study adds to the literature of multi‐optimization problem, where a combination of the neuro‐fuzzy model and Taguchi method is utilized hand‐in‐hand.

Details

Journal of Manufacturing Technology Management, vol. 17 no. 7
Type: Research Article
ISSN: 1741-038X

Keywords

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