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Article
Publication date: 1 August 1998

Archie Lockamy

Notes the importance of strategic objectives to facilitate the development of competitive advantage in specific markets or market segments. Further notes the importance of…

2977

Abstract

Notes the importance of strategic objectives to facilitate the development of competitive advantage in specific markets or market segments. Further notes the importance of the relationship between the firm’s strategies, organizational actions and performance for the development of quality‐focused performance measurement systems, based on results of a study of six firms identified as “world class” by academic and practitioner experts. Concludes with numerous recommendations regarding division and plant strategic quality objectives, quality‐focused performance measurement systems and quality‐focused performance measurement system linkages.

Details

International Journal of Operations & Production Management, vol. 18 no. 8
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 1 February 2002

Gavin Dick, Kevin Gallimore and Jane C. Brown

The article examines the usage and relative importance of quality measurements in the UK’s largest service companies. The authors analyse the relationship of both internal…

1956

Abstract

The article examines the usage and relative importance of quality measurements in the UK’s largest service companies. The authors analyse the relationship of both internal and customer‐based quality measurements to the importance placed on accreditation to an ISO 9000 standard. The effect of process structure is explored by categorising the service firms as being in front‐room or back‐room dominant service sectors. The authors find that the service firms, which consider accreditation to be important, have a different emphasis on quality than other service firms do. Significantly, their emphasis shifts from one that is in line with their process structure to a more balanced one, where both internal and customer‐based quality measurements receive similar attention. This leads them to conclude that accreditation to an ISO 9000 standard can make a profound difference to the way quality is perceived and measured in large service firms.

Details

Managing Service Quality: An International Journal, vol. 12 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 November 2000

Juan Carlos Bou Llusar and César Camisón Zornoza

This paper verifies the adequacy of perceived quality measurement instruments by comparing the SERVPERF and EP methods. After a discussion of the differences between the…

2781

Abstract

This paper verifies the adequacy of perceived quality measurement instruments by comparing the SERVPERF and EP methods. After a discussion of the differences between the two methods, a quality perception measurement instrument for the company is developed and applied to a sample of ceramic company clients. The methods are compared by analyzing the multitrait‐multimethod matrix using the structural equation model methodology. Results indicate that SERVPERF has greater reliability, greater convergent and discriminant validity, explains variance more completely, and consequently introduces less bias.

Details

International Journal of Quality & Reliability Management, vol. 17 no. 8
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 3 June 2019

Abteen Ijadi Maghsoodi, Abbas Saghaei and Ashkan Hafezalkotob

The purpose of this paper is to formulate and validate a measurement model to evaluate the service quality of cultural centers. This study aims to expand the domain of…

Abstract

Purpose

The purpose of this paper is to formulate and validate a measurement model to evaluate the service quality of cultural centers. This study aims to expand the domain of service quality measurement models by extending the SERVQUAL model to an alternative measurement tool called the ARTQUAL model based on three different preferences and scenarios including concert halls, theater halls and art galleries.

Design/methodology/approach

The data were collected from 15 cultural centers. Structural equation modeling (SEM) was utilized in the current research to study the association between aesthetic environments and service quality. An exploratory factor analysis took place to formulate the fundamentals of the measurement model. The validation process is based on a hybrid framework integrating the covariance-based SEM along with the partial least square technique to present a robust validity of the ARTQUAL model. Ultimately, an extensive managerial analysis has been established to show the practicality of the ARTQUAL model.

Findings

This study provides empirical evidence that the ARTQUAL instrument is proven to be valid, reliable and appropriate to evaluate the service quality of cultural centers. Based on the real-world managerial analysis, the ARTQUAL model showed a significant practicality in quality evaluation of aesthetic environments.

Research limitations/implications

One of the most important limitations of quantitative studies, based on aesthetic features, is the cultural preferences. This limitation is due to the nature of cultural preferences and partialities applied in different countries based on the definition of quality involving aesthetic aspects such as age, sex and culture. Meanwhile, the findings of this study can guide the service management experts to better understand and improve customers’ perceptions and orientations of service quality in aesthetic environments.

Originality/value

This paper presents a novel service quality measurement model in order to evaluate the service quality of cultural centers. The originality of the current study is not merely limited to the suggestion of a new quality measurement model, a hybrid statistical validation framework has been provided as well. Therefore, this study provides valuable guidelines to both practitioners and academics to enhance the quality of service measurements in cultural centers.

Details

International Journal of Quality & Reliability Management, vol. 36 no. 9
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 12 June 2009

Glória Antunes, António Pires and Virgílio Machado

The main objective of this study is to develop a strategy for implementing various quality measurement tools as part of a continuous improvement programme in institutions…

Abstract

Purpose

The main objective of this study is to develop a strategy for implementing various quality measurement tools as part of a continuous improvement programme in institutions for the elderly in Portugal.

Design/methodology/approach

The empirical data were drawn from a survey performed in 32 institutions for the elderly, aiming to ascertain the level of knowledge of several performance measures and quality tools and their degree of implementation. Based on data and on total quality management principles, a performance measurement framework was designed and tested in two organisations.

Findings

The results confirmed the existence of a relevant gap between theory and practice and also showed that innovation measures were considered the less relevant and less used. Overall, it was concluded that the degree of quality management systems implementation (a small number of institutions have a quality system certified) affects positively the success of a performance measurement system.

Practical implications

The findings suggested the utility of the framework for quality improvement; however, some institutions took advantage from isolated improvements and individual measures without adopting a performance measurement system, confirming that the adoption of such a system will face obstacles.

Originality/value

The outcome of the study provides specific knowledge to social area organisations. The proposed framework is also a means of compliance with ISO 9001 requirements on performance measurement and continuous improvement and more general management needs.

Details

The TQM Journal, vol. 21 no. 4
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 1 June 1990

Lisa Albitz

Discusses the requirements for building and implementing a quality measurement system. Contends it is essential that management understands the benefits of both measurement

Abstract

Discusses the requirements for building and implementing a quality measurement system. Contends it is essential that management understands the benefits of both measurement in general and quality measures in detail. Asserts that quality measures focus efforts providing positive and negative feedback. Contends that quality measures immediately point to the area of the process where the problem originates. Asserts that organizational quality measures provide information about how a particular organization is operating. Discusses a number of measurement models. Concludes that reviewing quality measures in a methodological manner will provide increasing opportunities for improvement.

Details

The TQM Magazine, vol. 2 no. 6
Type: Research Article
ISSN: 0954-478X

Keywords

Article
Publication date: 16 June 2020

Seyedeh Soudeh Karamouz, Reza Ahmadi Kahnali and Mohamad Ghafournia

This study aims at investigating the existing knowledge in the literature on quality management performance measurement in order to identify performance measures in the…

Abstract

Purpose

This study aims at investigating the existing knowledge in the literature on quality management performance measurement in order to identify performance measures in the field of total quality management and classify measures according to the three levels of supplier, customer and company.

Design/methodology/approach

A systematic literature review is conducted at the intersection of performance measurement and total quality management fields. Four databases including Web of Sciences, Scopus, Emerald and Google Scholar were searched up to 2018. A final sample of 24 articles was selected based on the inclusion/exclusion criteria that constitutes the knowledge base of the study.

Findings

One of the problems that many organizations face is the lack of knowledge and resources on how to evaluate, improve and manage the quality performance. Through analysis and synthesis of the literature, the study revealed the measures for assessing quality performance at three levels of supplier, customer and company.

Research limitations/implications

This study focuses only on four databases, which may have limited the number of the databases included and thus the scope of this investigation to a certain extent.

Originality/value

The present study aimed to identify and classify different performance measures through a systematic literature review framework classifying these measures into three groups. The article brings together fragmented literature from multiple studies to categorize research output regarding performance measurement of supply chain quality. The paper shows the state of the performance measurement in total quality management in supply chain.

Details

International Journal of Quality & Reliability Management, vol. 38 no. 2
Type: Research Article
ISSN: 0265-671X

Keywords

Book part
Publication date: 3 September 2014

Diego dos Santos Pereira and José Carlos Tiomatsu Oyadomari

This research aimed to verify how the performance measurement system (PMS) and the quality management system (QMS) work in small and medium Brazilian enterprises in the…

Abstract

Purpose

This research aimed to verify how the performance measurement system (PMS) and the quality management system (QMS) work in small and medium Brazilian enterprises in the light of the typology proposed by Garengo (2009).

Design/methodology/approach

Using a qualitative approach PMS’s and QMS’s managers were interviewed. The data from the first interview were analyzed using the technique of content analysis and have been subsequently triangulated with other data collected. The study was conducted by means of two questionnaires, two semi-structured interviews, and the analysis of the performance measures used by five small/medium manufactures based in the State of São Paulo.

Findings

It was found that in four out of five companies, PMS does not function singly, but along with QMS, mainly with respect to performance indicators. In spite of that intrinsic operation, the systems are in different stages of evolution. It was also found that in three out of five companies, quality management area is responsible for coordinating the process of PMS use, without effective participation from the controlling and/or accounting areas in this process.

Originality/value

The typology of Garengo (2009), used to check the stage of the PMS, was validated and can be used by practitioners to diagnose and improve the PMS in their enterprises; companies with QMS certified by ISO, particularly with higher degree of quality management maturity, can be encouraged to implement or improve the PMS in their organizations.

Article
Publication date: 1 August 2004

Jeh‐Nan Pan

Recently, gauge repeatability and reproducibility (GR&R) study has been highly regarded by the quality practitioners when QS9000 and D19000 become fashionable requirements…

904

Abstract

Recently, gauge repeatability and reproducibility (GR&R) study has been highly regarded by the quality practitioners when QS9000 and D19000 become fashionable requirements for manufacturing industries. Measurement plays a significant role in helping organizations improve their product quality. Good quality of products is the key factor towards business success. Therefore, how to ensure the quality of measurement becomes an important task for quality practitioners. In performing the GR&R study, several parameters, such as the appropriate sample size of parts (n), number of inspectors (p) and replicate measurements (k) are frequently asked by quality personnel in industries. The adequacy of current way of (n, p, k) selection is very questionable. A statistical method using the shortest confidence interval and its associated computer programming algorithm are presented in this paper for evaluating the optimal allocation among sample size of parts (n), number of inspectors (p) and replicate measurements (k). Hopefully, it can provide a useful reference for quality practitioners in industries.

Details

International Journal of Quality & Reliability Management, vol. 21 no. 6
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 1 June 1997

James L. Price

Addresses the standardization of the measurements and the labels for concepts commonly used in the study of work organizations. As a reference handbook and research tool…

13366

Abstract

Addresses the standardization of the measurements and the labels for concepts commonly used in the study of work organizations. As a reference handbook and research tool, seeks to improve measurement in the study of work organizations and to facilitate the teaching of introductory courses in this subject. Focuses solely on work organizations, that is, social systems in which members work for money. Defines measurement and distinguishes four levels: nominal, ordinal, interval and ratio. Selects specific measures on the basis of quality, diversity, simplicity and availability and evaluates each measure for its validity and reliability. Employs a set of 38 concepts ‐ ranging from “absenteeism” to “turnover” as the handbook’s frame of reference. Concludes by reviewing organizational measurement over the past 30 years and recommending future measurement reseach.

Details

International Journal of Manpower, vol. 18 no. 4/5/6
Type: Research Article
ISSN: 0143-7720

Keywords

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