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Article
Publication date: 1 April 1989

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb002917. When citing the…

Abstract

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb002917. When citing the article, please cite: J.M. Asher, (1988), “Cost of Quality in Service Industries”, International Journal of Quality & Reliability Management, Vol. 5 Iss: 5, pp. 38 - 46.

Details

British Food Journal, vol. 91 no. 4
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 1 May 1988

J.M. Asher

Discussing quality as a series of customer‐supplier relationships, the writer shows the need for cost of quality evaluation in service industries and outlines the…

Abstract

Discussing quality as a series of customer‐supplier relationships, the writer shows the need for cost of quality evaluation in service industries and outlines the differences between cost of quality evaluation in service and other industries. The use of cost of quality as a tool for quality improvement is discussed.

Details

International Journal of Quality & Reliability Management, vol. 5 no. 5
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 1 June 1992

Binshan Lin and Helmut Schneider

Attempts a contribution to the area of health care quality by presenting a framework for thinking about, and improving our understanding of, measuring quality in health…

Abstract

Attempts a contribution to the area of health care quality by presenting a framework for thinking about, and improving our understanding of, measuring quality in health care. To achieve this object, addresses the multidimensionality of quality management in health care. Delineates the dimensions of quality measurements in health care, focusing on both output and process issues. Stresses the need for the measures to relate to patient requirements and shows how these measurements can be driven back into care services as a means of facilitating quality improvement in the health care environment. Concludes by discussing the implications of the framework for managers and by providing direction for future research within the context of the framework.

Details

International Journal of Health Care Quality Assurance, vol. 5 no. 6
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 1 February 1986

JMB Asher

Crown's parent is of course part of Reed International, itself an industrial as well as consumer‐orientated company. And Crown ‘mirrors’ Reed. It has an industrial arm…

Abstract

Crown's parent is of course part of Reed International, itself an industrial as well as consumer‐orientated company. And Crown ‘mirrors’ Reed. It has an industrial arm which is equally vigorous and just as successful in its own markets as Crown's retail arm is in the consumer market. We have been closely identified with many outstanding developments in industrial finishing technology over the years. For instance, in print finishing, the lamination of oriented polypropylene film to board is made possible by adhesives first developed and marketed by Crown which are now the standards by which all other film‐to‐board laminating adhesives are measured. Or take coil coating, the art of prefinishing metal. Crown is a founder member of the European Coil Coating Association and probably supplies more coatings to this industry than any other UK paint supplier. So we are old hands at industrial finishing — and at supplying ‘state‐of‐the‐art’ high technology finishes.

Details

Pigment & Resin Technology, vol. 15 no. 2
Type: Research Article
ISSN: 0369-9420

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Article
Publication date: 1 June 2000

Sha’ri M. Yusof and Elaine Aspinwall

TQM is a philosophy mainly dominated by large companies. Small businesses are lagging behind larger ones when it comes to introducing and adopting new managerial…

Abstract

TQM is a philosophy mainly dominated by large companies. Small businesses are lagging behind larger ones when it comes to introducing and adopting new managerial philosophies and advanced technology. Many small companies have stopped at quality system certification, such as ISO 9000, in their quality journey rather than pursuing further continuous improvement efforts through TQM. Small businesses must understand the need to go beyond the quality system stage and work towards a total approach for quality. Only through this total approach will their quality effort be a success. Discusses the various issues confronting small businesses when embarking on TQM. First, reviews the subject of TQM and the quality initiatives undertaken by small businesses (which are treated as small‐ to medium‐sized enterprises (SMEs)) such as ISO 9000 and TQM. The small business characteristics are also examined. Second, presents a case study conducted in a small manufacturing company. Culminates with conclusions and discussions drawn from both the review and the case study with suggestions for future research directions.

Details

International Journal of Operations & Production Management, vol. 20 no. 6
Type: Research Article
ISSN: 0144-3577

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Book part
Publication date: 2 December 2013

Cătălin Nicolae Albu, Nadia Albu and David Alexander

The purpose of this chapter is to examine the transfer of a concept issued in one culture to a different setting, featuring different characteristics from the one in which…

Abstract

Purpose

The purpose of this chapter is to examine the transfer of a concept issued in one culture to a different setting, featuring different characteristics from the one in which the concept appeared.

Methodology/approach

Secondary data have been collected by analysing accounting regulations issued after the fall of communism with respect to true and fair view (TFV). Primary data have been collected by conducting eleven semi-structured interviews with representatives of major actors involved in the process of financial reporting. We have further developed and tested two research propositions.

Findings

We find that the perception of TFV in Romania depends firstly on the category of actors. Second, we find that merely including a rule or a concept in the regulations of a certain setting does not automatically mean that they will be applied de facto consistently with their original meaning, issued from a different setting.

Implications

We conclude that concept intertranslatability cannot be assumed under the circumstances investigated in our chapter, with immediate implications for other cases presupposing that concept transfer works, such as International Financial Reporting Standards (IFRS).

Research limitations

The small number of interviews we have conducted may be viewed as a limitation of our study; however, special care was exercised when choosing interviewees, and they are key persons within their organizations, or representative of all the interested parties in the process of financial reporting in Romania.

Originality/value

We contribute to an increasing literature on accounting harmonization and applicability of global standards and concepts in local contexts.

Details

Accounting in Central and Eastern Europe
Type: Book
ISBN: 978-1-78190-939-3

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Article
Publication date: 1 December 1986

Larostate 520, a cost‐effective antistat providing superior lubricity, humectancy and electrical conductivity is now available from Jordan Chemical Company, here.

Abstract

Larostate 520, a cost‐effective antistat providing superior lubricity, humectancy and electrical conductivity is now available from Jordan Chemical Company, here.

Details

Pigment & Resin Technology, vol. 15 no. 12
Type: Research Article
ISSN: 0369-9420

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Book part
Publication date: 1 November 2008

S.J. Chang

This chapter reviews some of the cohesive concepts raised in the recent literature regarding normative dialogues between business and society. The purpose is to draw a few…

Abstract

This chapter reviews some of the cohesive concepts raised in the recent literature regarding normative dialogues between business and society. The purpose is to draw a few meaningful implications toward formulating new guiding philosophies for interaction between large global businesses and society in general. As these concepts tend to counterbalance the preponderance of the pure free market ideology and the traditional understanding of cultural segregation, the chapter's discussion thereof should help synthesize divergent arguments into a unified framework for business–society interface in this globalized environment.

Details

Institutional Approach to Global Corporate Governance: Business Systems and Beyond
Type: Book
ISBN: 978-1-84855-320-0

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Article
Publication date: 7 January 2014

Roma Mitra Debnath and Ravi Shankar

The recent expansion in tertiary education in India, an increased student enrollment as well as global competition have created a challenge for the existence of the…

Abstract

Purpose

The recent expansion in tertiary education in India, an increased student enrollment as well as global competition have created a challenge for the existence of the institutes. It has been realized that a quality of service is associated with customer satisfaction and it is one of the key points for survival for any organization as it minimizes the various risks associated with an organization. The purpose of this paper is to present the results of an empirical study conducted to obtain the impact of various academic systems on student's satisfaction across the institution. Second, it focusses on minimizing various risks by providing an optimum combination of parameters of different academic activities.

Design/methodology/approach

This empirical research investigates customer satisfaction on support services of academic process and focus on minimizing various risks by finding an optimum combination of parameters of academic activities.

Findings

It identifies the levels of sensitivity of the various factors affecting the academic process of technical education that might influence the management to design the technical curricula to increase student's satisfaction.

Practical implications

The study demonstrates the impact of statistical process control (SPC) and Taguchi parameter design to monitor the academic process of the institution and finding an optimum condition of the various parameters involved with the process, which would maximize customer satisfaction across the institution. The result suggests that this approach may add more value to both academics and practitioners.

Originality/value

It is an original contribution to integrate SPC and Taguchi robust parameter design in assessing customers’ satisfaction in Indian scenario.

Details

The TQM Journal, vol. 26 no. 1
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 7 October 2019

Euehun Lee, Sang Hyun Jo and Haeyoung Jeong

The purpose of this study is to explore the antecedents and effects of environmental management (EM) and its related factors on firm performance from the perspective of…

Abstract

Purpose

The purpose of this study is to explore the antecedents and effects of environmental management (EM) and its related factors on firm performance from the perspective of small and medium-sized enterprises (SMEs). Most previous studies have focused on determining the effects of environmental efforts on environmental performance. This study aims to illustrate that effective EM – along with other factors such as customer emphasis, recognition and capabilities – generates positive firm performance for SMEs. Additionally, the stdy aims to show evidence that EM is worth proactively pursuing rather than being viewed as a burden and being subject to reactive task by SMEs.

Design/methodology/approach

The authors collected data via a questionnaire from 300 SMEs through a professional research company. They then used the data to assess a model and determine the relationships between the different constructs using structural equation modeling.

Findings

The results testify to the optimal structure between the study’s constructs: customer emphasis on EM, recognition and implementation of EM, capabilities and the performance of SMEs that have implemented EM. The main finding is that EM has a positive relationship to firm performance.

Originality/value

This study’s findings could likely persuade SMEs and policymakers to more proactively engage in EM. It also contributes to offer evidence that customer orientation plays an important role in SMEs’ implementation of EM and its impact on firm performance.

Details

Journal of Business & Industrial Marketing, vol. 34 no. 8
Type: Research Article
ISSN: 0885-8624

Keywords

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