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1 – 10 of 595
Article
Publication date: 1 December 1999

H. James Harrington

This paper presents the role that the International Academy for Quality (IAQ) plays in furthering the dissemination and practice of quality methods and concepts around the…

732

Abstract

This paper presents the role that the International Academy for Quality (IAQ) plays in furthering the dissemination and practice of quality methods and concepts around the world. It looks at a range of aspects such as principles, mission and objectives of the IAQ. Provides information on the development of the IAQ and its future. Outlines the IAQ’s vision for meeting the needs of the twenty‐first century.

Details

The TQM Magazine, vol. 11 no. 6
Type: Research Article
ISSN: 0954-478X

Keywords

Article
Publication date: 1 October 2003

Tom Mc Nellis and H. James Harrington

This article addresses how an organization can combine sig‐sigma and the Internet to reduce costs, improve the delivery success rate, and increase service quality. The…

1247

Abstract

This article addresses how an organization can combine sig‐sigma and the Internet to reduce costs, improve the delivery success rate, and increase service quality. The model that was developed to map the six‐sigma quality process against the software development life cycle was introduced. A case study in which the model was applied is discussed: use of the model enabled the IT organization to infuse six‐sigma into the Internet development effort and gave the rest of the company an understanding of the necessary steps for that attempt to be successful. Total commitment is necessary to carry this process out; hoever, this commitment allows organizations as a whole to “get it right the first time around”, while satisfying client and business requirements.

Details

The TQM Magazine, vol. 15 no. 5
Type: Research Article
ISSN: 0954-478X

Keywords

Article
Publication date: 17 August 2021

James Harrington and John McCaskill

This study examines the relationship between goal properties, both at the employee and organizational-level, and the perceived fairness of the performance appraisal system…

1790

Abstract

Purpose

This study examines the relationship between goal properties, both at the employee and organizational-level, and the perceived fairness of the performance appraisal system by federal employees.

Design/methodology/approach

We describe the theoretical framework regarding goals and employee perceptions of performance appraisal fairness. We then develop and test four hypotheses, exploring the relationships among variables using five years of the FEVS data. To strengthen the research design, we created an agency-level dataset, by calculating agency-level averages for all the covariates. Instead of examining 500,000 federal employees each year, we are examining 80 federal agencies. Creating a panel dataset at the agency level allows us to make stronger statements about causality than using cross-sectional data.

Findings

This study finds a significant positive relationship between goal setting factors and employees' perceived fairness of performance appraisals: perceived employee-level goal difficulty and perceived organizational-level goal specificity at the agency level. The study results show that certain control variables, such as intrinsic motivation, play important roles in predicting public employees' perceived fairness of performance appraisals. Federal employees who have a higher level of intrinsic motivation show a more positive perception toward performance appraisal fairness. The appropriate use of extrinsic rewards and intrinsic motivation, combined with effective goal setting strategies in public organizations, may enhance public employees' perceived fairness of performance appraisal systems.

Research limitations/implications

This study used the FEVS, necessitating the reduction of the sample size to agency level averages to create a panel dataset. Also, this study was limited to federal agencies in the United States, so research results may lack generalizability.

Originality/value

This paper fulfills an identified need to avoid cross-sectional research design and leverage longitudinal panel data.

Details

International Journal of Public Sector Management, vol. 35 no. 2
Type: Research Article
ISSN: 0951-3558

Keywords

Article
Publication date: 1 February 1999

H. James Harrington

Managers are people who accomplish tasks through others. For the twenty‐first century, managers should be defined as people who accomplish tasks through their effective…

769

Abstract

Managers are people who accomplish tasks through others. For the twenty‐first century, managers should be defined as people who accomplish tasks through their effective use of processes and enablers. This paper defines what the new manager will look like in the twenty‐first century. It is the second of a two‐part paper.

Details

The TQM Magazine, vol. 11 no. 1
Type: Research Article
ISSN: 0954-478X

Keywords

Open Access
Article
Publication date: 18 October 2018

Vincent M. Thielemann, Michael C. Ottenbacher and Robert James Harrington

The purpose of this paper is to identify the antecedents of perceived customer value, such as the perceived quality and perceived sacrifices, and the effects on customer…

8961

Abstract

Purpose

The purpose of this paper is to identify the antecedents of perceived customer value, such as the perceived quality and perceived sacrifices, and the effects on customer satisfaction and customer loyalty (CL) in the restaurant industry.

Design/methodology/approach

Based on an extensive literature review, a research model and questionnaire were designed. To assess the hypothesised relationships, data were collected in a field survey. Partial least squares regression (a variance-based regression analysis of SEM) was selected to analyse the relationships within the research model.

Findings

The findings of this study indicate that the perceived monetary sacrifice (PMS) and perceived service quality were found to be antecedents of perceived value (PV), whereas PMS was the major precursor of PV. Further, PV was found to have a substantial influence on customer satisfaction and CL.

Originality/value

The study provides a better understanding of the price–value–satisfaction–loyalty relationships in the restaurant context in a more holistic sense and recommendations to move this research stream forward.

Details

International Hospitality Review, vol. 32 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Open Access
Article
Publication date: 4 October 2019

Michael C. Ottenbacher, Graciela Kuechle, Robert James Harrington and Woo-Hyuk Kim

The purpose of this paper is to investigate the effect of consumer sustainability attitudes and quick service restaurants (QSRs) practices along with the willingness of…

4613

Abstract

Purpose

The purpose of this paper is to investigate the effect of consumer sustainability attitudes and quick service restaurants (QSRs) practices along with the willingness of consumers to pay a premium for sustainability efforts.

Design/methodology/approach

A random sample of QSR customers in Germany resulted in 428 completed surveys. First, common factor analysis was conducted to assess the summated scales related to the sustainable behavior of customers, the importance attached by them to the different dimensions of sustainability and the extent to which customers perceive that QSR implement such practices. Second, the effect of these summated scales on the willingness to pay a premium (WTPP) for sustainability practices were assessed by means of a logistic regression.

Findings

The findings indicated that WTPP for sustainability efforts is primarily driven by internal beliefs and behaviors of consumers themselves rather than actions by QSR firms. Furthermore, when comparing five major QSRs, QSR brands did not appear to create a strong point of differentiation in their sustainability practices in the minds of frequent QSR consumers in the context of this study.

Practical implications

Implications of these results suggest that a growing number of consumers place high importance on sustainability and engage in personal sustainability practices that impact behaviors such as QSR selection and a WTPP for QSR brands and products that are perceived as implementing sustainable practices.

Originality/value

This paper addresses a gap by assessing drivers of willingness of QSR customers to pay a premium for sustainable practices and if QSR brands sustainability practices differ in the minds of consumers.

Details

International Hospitality Review, vol. 33 no. 2
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 1 August 1996

H. James Harrington

Points out that we have accepted on faith many of our improvement tools without really understanding their impact on the performance of the organization. Challenges some…

879

Abstract

Points out that we have accepted on faith many of our improvement tools without really understanding their impact on the performance of the organization. Challenges some of the basic principles on which total quality management was founded. Presents data from the International Quality Study performed over a three‐year period by Ernst & Young and the American Quality Foundation, which, with over two million pieces of information in its database, is the largest, most complete management practice benchmark resource in the world today. Highlights similarities and differences between countries. Defines best practices based on the statistical analysis of the business results achieved internationally.

Details

The TQM Magazine, vol. 8 no. 4
Type: Research Article
ISSN: 0954-478X

Keywords

Article
Publication date: 1 August 1998

H. James Harrington

Performance evaluations (appraisals) have been blamed for everything from team destruction to personal demoralization. The problem is not the concept of performance…

2797

Abstract

Performance evaluations (appraisals) have been blamed for everything from team destruction to personal demoralization. The problem is not the concept of performance evaluation but the way they have been implemented. This technical report provides a sound path to effect constructive appraisals.

Details

The TQM Magazine, vol. 10 no. 4
Type: Research Article
ISSN: 0954-478X

Keywords

Article
Publication date: 1 August 1999

H. James Harrington

Quality cost systems have evolved from a purely manufacturing defect related cost reporting system that reflected the limited quality thinking of the 1940s to a…

4414

Abstract

Quality cost systems have evolved from a purely manufacturing defect related cost reporting system that reflected the limited quality thinking of the 1940s to a poor‐quality cost system that reflects the total process quality orientation of the 1990s. The new poor‐quality cost system includes both the direct and indirect quality cost. It addresses key concepts like customer encore cost, lost opportunity cost and non‐value added cost. The focus of the poor‐quality cost system has drifted away from the manufacturing process and now focuses on the total business systems that represent today’s biggest opportunity for improvement. Poor‐quality cost in functions like marketing and sales can exceed 100 percent of the organization’s total budget. This paper explains how quality costs hav evolved to keep up with the quality systems’ evolution over the past 50 years.

Details

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

Keywords

Article
Publication date: 1 February 1999

H. James Harrington, Joseph J. Carr and Robert P. Reid

Discusses a simple overview of systems and systems theory. Describes what a system is and does. Suggests seven principles to use when designing or evaluating a system…

802

Abstract

Discusses a simple overview of systems and systems theory. Describes what a system is and does. Suggests seven principles to use when designing or evaluating a system including tips such as: organize to reduce complexity, do not over‐optimize the system, and leave details of managing sub‐elements to the specialists who know how. Illustrates with graphic examples.

Details

The TQM Magazine, vol. 11 no. 1
Type: Research Article
ISSN: 0954-478X

Keywords

1 – 10 of 595