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Article
Publication date: 12 April 2022

Jens Jörn Dahlgaard and Loukas N. Anninos

This study aims to reflect on quality, sustainability and resilience as emerging organisational priorities within total quality management (TQM) and organisational excellence.

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Abstract

Purpose

This study aims to reflect on quality, sustainability and resilience as emerging organisational priorities within total quality management (TQM) and organisational excellence.

Design/methodology/approach

The paper uses a conceptual approach based on reflection and theoretical studies on the philosophical foundations of quality, excellence, resilience and sustainability as cornerstones for organisational excellence. Bearing in mind that sustainable excellence rests upon a combination of systemic and soft issues that define organisational ability for resilience and sustainability, there is a need to analyse and reflect on short business cases from world-leading companies and further reflect on the fundamental principles, which have helped such companies to survive, grow and sustain. This study includes such a business case – the LEGO case. In addition, a Japanese case has been included. Japanese training material on human motivation developed in the 1980s exemplifies how company managers were trained, at that time, to understand and practice human motivation, excellence principles and tools.

Findings

Organisational excellence constitutes an evolving concept as the world becomes more chaotic and interconnected with multiple disruptive shocks. Organisational excellence challenges the inflexibilities of Newtonian mindsets, recognising the paramount importance of interactions and further underlining the significance of invisible elements such as human potentiality, motivation and values that formulate the principles of organisational excellence.

Originality/value

The paper investigates the notions of quality, resilience and sustainability and their relation to motivation and organisational excellence within the framework of business management and TQM. A world-leading company – LEGO – will be used to exemplify the theoretical findings together with the Japanese Motivation Training Programme case.

Details

International Journal of Quality and Service Sciences, vol. 14 no. 3
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 14 December 2021

Chi-Kuang Chen, Lidia Reyes, Jens Dahlgaard and Su Mi Dahlgaard-Park

This paper aims to review total quality management (TQM) literature in the past three decades to identify the quality related key terms, to analyse their linkage among the…

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Abstract

Purpose

This paper aims to review total quality management (TQM) literature in the past three decades to identify the quality related key terms, to analyse their linkage among the identified key terms and their developmental trends.

Design/methodology/approach

Bibliometric and statistical methods are used to analyse article titles published in the Total Quality Management and Business Excellence journal during 1990–2019. The current research is based on a search from the ProQuest academic database and the journal’s website, resulting in 2,452 articles collected. The VOSviewer and Microsoft Excel were then used for the analyses.

Findings

A total of 52 key terms were extracted from the journal’s 2,452 article titles, the top three key terms in terms of occurrences were “quality,” “total quality management” and “service quality.” Five themes were then proposed from clustering the 52 key terms: “frameworks/models,” “essentials/enablers,” “methods/techniques,” “culture/characteristics” and “effects/results.” Trend analyses were also conducted regarding the five themes in an attempt to highlight the patterns of research publications from 1990 to 2019. It is found that the research publications for “essentials/enablers,” “methods and techniques” and “effects/results” have steadily increased during the analysis period, while “frameworks/models” and “culture/characteristic” have slightly decreased. These insights provide implication for the historical evolution of quality from “quality control,” “total quality management” and “service quality,” combining with the development of “service sciences.”

Originality/value

This paper highlights the concept of quality since its meaning has changed and evolved over time from quality control, TQM to service quality. And it is emerging in the present and future development of service sciences because of both of TQM and service sciences having the same nature of multidisciplinary background and characteristics. Also the authors can conclude that quality and service sciences are in fact two sides of the same coin because both of them having the same duality of “tangible-intangible” and “physical-virtual” faces which are the important topics that TQM should focus on.

Details

International Journal of Quality and Service Sciences, vol. 14 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

Content available
Article
Publication date: 18 September 2017

Su Mi Dahlgaard-Park and Jens Dahlgaard

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Abstract

Details

International Journal of Quality and Service Sciences, vol. 9 no. 3/4
Type: Research Article
ISSN: 1756-669X

Article
Publication date: 1 May 2006

Jens J. Dahlgaard and Su Mi Dahlgaard‐Park

The authors analyze the principles and results of lean production and compare the lean production philosophy with the six sigma quality process and the principles of total quality…

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Abstract

Purpose

The authors analyze the principles and results of lean production and compare the lean production philosophy with the six sigma quality process and the principles of total quality management (TQM). At the end of the paper, it is discussed how to build the necessary company culture for having success with these principles/management philosophies.

Design/methodology/approach

Literature search and comparative analysis complemented with a Danish case on wastage in a core process.

Findings

It is shown that the lean production philosophy and the six sigma steps are essentially the same and both have developed from the same root – the Japanese TQM practices. The improvement process from six sigma, the DMAIC process, can be regarded as a short version of the Quality Story, which was developed in Japan in the 1960s as a standard for QC‐circle presentations. We conclude that the roadmaps of lean production and six sigma quality are examples of new alternative TQM roadmaps. We also conclude that especially with lean production and six sigma quality there seems to be too much focus on training people intools and techniques and at the same time too little focus on understanding the human factor, i.e. how to build the right company culture.

Originality/value

The detailed and historical analysis of six sigma quality, lean production and TQM combined with a focus on the human factor and the needed corporate culture.

Details

The TQM Magazine, vol. 18 no. 3
Type: Research Article
ISSN: 0954-478X

Keywords

Article
Publication date: 15 June 2015

Matjaž Maletic, Damjan Maletic, Jens Dahlgaard, Su Mi Dahlgaard-Park and Boštjan Gomišcek

The purpose of this study is to clarify the relation between sustainability practices and financial and market performance, and also, the role of non-financial performance outputs…

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Abstract

Purpose

The purpose of this study is to clarify the relation between sustainability practices and financial and market performance, and also, the role of non-financial performance outputs in this relation. Corporate sustainability is a growing area of importance for organizational development. Managing sustainability practices successfully is an imperative in achieving competitive advantage.

Design/methodology/approach

Using empirical data based on a large-scale survey among organizations in five countries (i.e. Germany, Poland, Serbia, Slovenia and Spain), this paper utilized mediation analysis to estimate and test the mediated effects in a multiple mediator model. As such, the sizes of indirect effects of sustainability practices on financial and market performance through potential mediators were estimated.

Findings

The results showed that innovation performance exerts a mediation effect in the relation between sustainability practices and financial and market performance. The main conclusion is that a greater engagement in sustainability practices leads to an increased innovation performance, which in turn leads to financial and market performance.

Originality/value

This paper is one of the first attempts to empirically validate sustainability exploitation and sustainability exploration practices. Besides, the analysis of the direct and indirect effects of sustainability exploration and sustainability exploitation practices on financial and market performance has not been yet addressed to a great extent.

Details

International Journal of Quality and Service Sciences, vol. 7 no. 2/3
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 19 September 2016

Chi-Kuang Chen, Madi Kamba, An-Jin Shie and Jens Dahlgaard

The purpose of this paper is to develop a greenhouse gas (GHG) management model for mitigating GHG emission. GHG emission by way of human activities is causing catastrophic…

Abstract

Purpose

The purpose of this paper is to develop a greenhouse gas (GHG) management model for mitigating GHG emission. GHG emission by way of human activities is causing catastrophic effects on the natural environment in the form of climate change and global warming. GHG management of different products, bodies and processes is going on worldwide, expressed through carbon footprints by using product life cycle assessment (LCA). LCA is a useful approach, but it only looks at the micro level of cause-effect scenarios rather than the macro level cause-effect scenarios of GHG emission. Therefore, a system to scrutinize underlined assumptions and values of such policies/strategies is an urgent necessity.

Design/methodology/approach

This paper uses the double-loop learning concept, which was proposed by Argyris in 1976, to develop a triple cause-effect model for the management of GHG emission. The proposed model has a knowledge system that introduces the learning loop of GHG emission and environmental impact management.

Findings

A case study is conducted to demonstrate how the proposed triple cause-effect model is operationalized. The ideas and benefits of the proposed model are further discussed.

Originality/value

A triple cause-effect model for the measurement and analysis of GHG emission is proposed in this paper to complement GHG management by using only product LCA. This paper seeks to show that GHG management should look at not only a single tree (product LCA approach) but also the whole forest (the proposed model).

Details

International Journal of Quality and Service Sciences, vol. 8 no. 3
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 1 October 2002

Bozena Poksinska, Jens Jörn Dahlgaard and Marc Antoni

It seems today to be an indisputable fact that ISO 9000 is a powerful instrument, which cannot be disregarded. It is, far and away, the most influential initiative that grew from…

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Abstract

It seems today to be an indisputable fact that ISO 9000 is a powerful instrument, which cannot be disregarded. It is, far and away, the most influential initiative that grew from the quality movement of the late 1980s. This paper contains an evaluation of results from a survey on ISO 9000 certified companies and aims to present some aspects of the current state of the standard in Swedish industry. This study is focused on motives for implementation, perceived benefits and key implementation factors. The predominant reasons identified for seeking certification were the desire to improve corporate image and quality. Like many previous studies this study underlines the need for management commitment and participation. The very important conclusion drawn from this survey is that the motivation for certification may influence the performance of ISO 9000. The overall benefits which the companies gain from the standard showed dependence on the motivation which initiated the drive for the certification.

Details

The TQM Magazine, vol. 14 no. 5
Type: Research Article
ISSN: 0954-478X

Keywords

Article
Publication date: 15 June 2015

Gilles Barouch and Stéphane Kleinhans

This paper aims at summing up the main criticisms concerning quality management (QM) in order to address them through objective arguments or extant research. Since its diffusion…

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Abstract

Purpose

This paper aims at summing up the main criticisms concerning quality management (QM) in order to address them through objective arguments or extant research. Since its diffusion in the Occident in the 70s, QM gained as much approvals as criticisms. Therefore, with 40 years distance, it seems useful to sum up the main criticisms addressed to QM, to present a synthesis of the answers provided by researchers to these criticisms and to propose extant research when it appears that some criticisms have not received yet the adequate response.

Design/methodology/approach

This paper is based on a literature review.

Findings

This paper comes up with a list of the main criticisms addressed to QM. Then, main causes of criticisms are identified: ignorance of QM, confusion concerning QM definitions and theory and misuse of QM by senior managers. At last, QM organizational solutions are proposed which answer most expressed criticisms. Extant research tracks are considered for those relevant criticisms which have not been sufficiently addressed until now.

Research limitations/implications

Further research will look into depicting a survey conducted among QM professionals concerning QM criticisms in their organization and confronting them to these academic results.

Originality/value

This paper actualizes and completes Giroux and Landry’s (1998) article which dealt extensively with QM criticisms. Professionals will find in this paper answers to most criticisms against QM and a better understanding of the present limits of this discipline. Researchers will be provided with a state of the art concerning this sensitive topic, allowing them to go deeper in the fields that require special attention.

Details

International Journal of Quality and Service Sciences, vol. 7 no. 2/3
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 15 June 2015

Bo Enquist, Mikael Johnson and Åsa Rönnbäck

This paper aims to contribute to the debate on business excellence by comparing the business excellence models of Malcolm Baldrige, European Foundation for Quality Management and…

Abstract

Purpose

This paper aims to contribute to the debate on business excellence by comparing the business excellence models of Malcolm Baldrige, European Foundation for Quality Management and Swedish Institute for Quality. By assessing these in relation to today’s new business landscape, the authors suggest that emphasising issues such as stakeholder co-creation of value, stakeholder dialogue, service innovation, service logic, business ethics and different views on resource integration can alter the view of quality improvement from economic, social and environmental perspectives, in turn, leading to Business Excellence 2.0.

Design/methodology/approach

This study examines three business excellence models and compares their adoption of the concepts of today’s new business landscape. The study focuses on whether the models’ fundamental principles and concepts are aligned with the views on sustainability, stakeholder co-creation and service innovation.

Findings

The examined business excellence models do not fully respond to the requirements of today’s business landscape. To gain relevance in the private sector, the fundamental ideas of the models in terms of concepts, criteria and evaluation processes must be rethought. Such an opportunity enables the quality movement and service logic research to come together to develop new business excellence models that incorporate the challenges of today’s business landscape.

Research limitations/implications

This paper illustrates the need to develop business excellence models to address the perspectives of today’s new business landscape.

Practical implications

By incorporating strategies in sustainability, stakeholder co-creation and service innovation in business excellence models, organisations can deliver sustainable business growth.

Originality/value

The paper sheds new light on how business excellence models can incorporate aspects of the new business landscape. It also shows how the quality movement and the ongoing service logic research can come together to develop a new business excellence model that addresses the challenges in the new business landscape.

Details

International Journal of Quality and Service Sciences, vol. 7 no. 2/3
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 15 June 2015

Kum Fai Yuen and Vinh Van Thai

– This paper aims to identify the dimensions of service quality (SQ) in liner shipping and examine their effects on customer satisfaction.

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Abstract

Purpose

This paper aims to identify the dimensions of service quality (SQ) in liner shipping and examine their effects on customer satisfaction.

Design/methodology/approach

The indicators of SQ in liner shipping were identified from reviewing the literature and interviewing six qualified industry practitioners. An online survey was then administered to 183 liner shippers in Singapore. Subsequently, exploratory factor analysis and regression analysis were conducted.

Findings

SQ in liner shipping can be represented by four key quality dimensions. In descending order of their impact on customer satisfaction, they are reliability, speed, responsiveness and value. Service differentiation by time-related attributes results in greater customer satisfaction than practising cost leadership in liner shipping.

Research limitations/implications

Allocation of resources to develop SQ in liner shipping should mirror the priorities established in this research. In addition, the developed measurement model for SQ can serve as a reference for liner shipping firms to assess the quality of their services.

Originality/value

A parsimonious and updated set of variables can now be used to represent SQ in the liner shipping sector. The paper also identifies the key drivers of customer satisfaction in liner shipping.

Details

International Journal of Quality and Service Sciences, vol. 7 no. 2/3
Type: Research Article
ISSN: 1756-669X

Keywords

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