Total Quality Management and Business Excellence (TOTAL QUAL MANAG BUS )

Publisher: European Society for Organisational Excellence

Description

Total Quality Management and Business Excellence is an international journal which sets out to stimulate thought and research in all aspects of total quality management and to provide a natural forum for discussion and dissemination of research results. The journal is designed to encourage interest in all matters relating to total quality management and is intended to appeal to both the academic and professional community working in this area. Total Quality Management and Business Excellence is the culture of an organization committed to customer satisfaction through continuous improvement. This culture varies both from one country to another and between different industries, but has certain essential principles which can be implemented to secure greater market share, increased profits and reduced costs. The journal provides up-to-date research, consultancy work and case studies right across the whole field including quality culture, quality strategy, quality systems, tools and techniques of total quality management and the implementation in both the manufacturing and service sectors. No topics relating to total quality management are excluded from consideration in order to develop business excellence.

Impact factor 0.59

  • 5-year impact
    0.92
  • Cited half-life
    8.50
  • Immediacy index
    0.14
  • Eigenfactor
    0.00
  • Article influence
    0.16
  • Website
    Total Quality Management and Business Excellence website
  • Other titles
    Total quality management & business excellence (Online), Total quality management and business excellence
  • ISSN
    1478-3363
  • OCLC
    57660029
  • Material type
    Document, Periodical, Internet resource
  • Document type
    Internet Resource, Computer File, Journal / Magazine / Newspaper

Publications in this journal

  • Total Quality Management and Business Excellence 02/2015; 26.
  • [Show abstract] [Hide abstract]
    ABSTRACT: The Hoshin Kanri (HK) planning process is widely used in Japanese and Western companies for strategy planning and performance measurement in the manufacturing sector. Human resource management (HRM) plays an important role in business operations; HRM practices have a significant positive effect on implementing total quality management and on employee and customer satisfaction. However, HRM has always been considered reactive, uncoordinated, and unprofessional, delivering poor, slow, and ineffective services. This study presents the envision, identify, diagnose, prioritise, execute, and review (EIDPER) model, an extension of HK. EIDPER translates strategies into achievable actions to fulfil organisational objectives. We introduce a case study to illustrate applying EIDPER to the recruitment process of the HRM department in a high-tech manufacturing firm. The approach was successfully applied in the HRM department of the case company and effectively reduced hiring costs by US$360,000 in 5 years and improved recruitment cycle time by 40%. Managerial implications are also discussed at the end of the study.
    Total Quality Management and Business Excellence 02/2015; 26.
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    ABSTRACT: Knowledge management (KM) is essential to enhancing the competitive edge of organisations. However, not all enterprises apply KM successfully; in KM research, a focus on critical success factors (CSFs) can result in a limited field since failure can still occur. It is only through looking at critical failure factors (CFFs) that a complete prevention can be achieved. In short, focusing on CFFs may be more valuable than looking at CSFs. This paper focuses on applying a failure mode and effects analysis (FMEA) to prevent KM failure. It tracks a typical FMEA approach using interviews with respected experts. This method was tested and practiced for reducing risks by 11 companies in Taiwan. The results have shown that the average risk priority number in projects dropped dramatically from 299.3 to 20.6 – an improvement rate of 93.1%. All experts in the study agree that the use of FMEA enhances KM implementation. In addition, 14 common failure modes have been noted for further prevention. Due to the limitation in interviews, the practices could not be implemented across departments and levels, leading to a biased sample.
    Total Quality Management and Business Excellence 02/2015; 26.
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    ABSTRACT: There is much research discussing the issues of core competence, core capability, business performance and corporate growth. But the lack of studies exploring their causality is an important research gap. In this research, we develop a framework of a core capabilities operation system, which systematically integrates these critical initiatives, and can be used to develop the extended model of business development. In order to conduct the empirical study, we also design a strategic map of an enterprises' long-term development model. In this model the elements of a fundamental field cultivate the core competences, and further develop the core capabilities. These core competences and capabilities are the drivers of core competitiveness, which force the long-term development and excellent business. Based on this framework, we can develop the structure equation model, and the related questionnaire for the empirical study, in order to determine the critical initiatives and the relationships among these constructs. Based on the analytic results, the causalities among these critical initiatives can be confirmed. We also discover that ‘good organisation culture’ and ‘excellent management team’ are the most important firm’ fundamentals, which support the successful implementation of core competences and core capabilities. Herewith the ‘specialised technologies’, ‘powerful IT system’ and capturing the customers' needs' are the core competences, and ‘product lifetime management’ and ‘total quality management’ are the important capabilities. Core competitiveness is composed of ‘business development strategies’, ‘leader of core products’, and ‘innovative products’, which can result in the firm's excellent business performances.
    Total Quality Management and Business Excellence 02/2015; 26.
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    ABSTRACT: The purpose of this paper is to investigate the motivations that affect middle management employees' knowledge-sharing intentions in the context of total quality management (TQM) implementations of Taiwan's information technology (IT) industry. A research model was developed based on TQM implementations and the theory of reasoned action. Survey samples were collected from 395 middle management employees in 50 Taiwanese ISO 9001:2000-certified firms in the IT industry, providing support for the proposed model. LISREL was applied to analyse the measurement and structural models. The analytical results showed that anticipated reciprocal relationships, perceived ethics and self-efficacy have significant direct effects on attitudes towards knowledge sharing and that subjective norms are significantly associated with knowledge-sharing intentions in the context of TQM implementations. However, subjective norms alone do not significantly influence attitudes towards knowledge sharing. Because this study only considered knowledge-sharing intention with regard to TQM implementation, whether these analytical results can be generalised to other research fields is unclear. We expect that future research can replicate this model. The contribution of the present study is the establishment of a model capable of lending an understanding to knowledge-sharing intention relationships for TQM implementation in the Taiwanese IT industry. This study also presents valuable recommendations for TQM literature and practice.
    Total Quality Management and Business Excellence 02/2015; 26.
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    ABSTRACT: Capability and usability are two important dimensions of product quality. A product loaded with more features increases its capability and attractiveness. However, too many features will decrease the product's usability. After using the high-feature product, customers may become dissatisfied with unneeded features and the complexity of the product. This phenomenon is called ‘feature fatigue’ (FF). FF leads to dissatisfaction and negative Word-of-Mouth, which damages the reputation of the product and the firm's long-term profit. In this paper, we propose a novel approach based on Kano's model to alleviate FF. We firstly focus on working out real customer requirements (CRs) by using an improved Kano's model, which takes the imprecision and uncertainty of CRs into account, to reduce unneeded features. Then, a product capability (PC) model, a product usability model and a FF index are proposed to analyse the level of FF of each feature, thus helping designers balance PC and usability. With the proposed approach, designers can get support regarding decisions on how many and what features to add to the product to alleviate FF, thus improving product quality. A case study about mobile phones is presented to illustrate the proposed approach.
    Total Quality Management and Business Excellence 02/2015; 26.
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    ABSTRACT: This study uses a conceptual model that integrates three research streams – knowledge creation and sharing, social capital, and online communities – to explore how social capital facilitates the creation and sharing of knowledge in online communities. It incorporates data from three well-known multinational firms, namely, Adobe, Dell, and Starbucks (software applications, computer and IT peripherals, and a coffee franchiser in a service industry, respectively). Our results show (1) why and how knowledge is created and shared, cultivated in online communities and then adopted by firms; (2) that social capital positively facilitates the creation and sharing of knowledge in online communities; and (3) that the process of creating and sharing knowledge nourishes the following outcomes which benefit the firm: it accelerates the development of new products, enhances relationships with partners, raises the level of environment and community involvement, creates customer acknowledgement, and intensifies product and service innovation.
    Total Quality Management and Business Excellence 02/2015; 26.
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    ABSTRACT: Quality management (QM) has been popular and widely used in Taiwan since the 1960s. However, it has been found that a review of its development is lacking. Hence, this paper aims to examine the history and the evolution of QM in Taiwan, and to take a step further to look for cues for shaping its future development. The research purpose of this paper is more specifically to review the development of QM during the period from 1970 to 2012. Quality Magazine, the most popular reading material on QM in Taiwan, has been selected as the search database. The overall review result shows that the development of QM in Taiwan has three developmental phases: (1) the quality technologies and tools focus period (1970–1985); (2) the QM system integration period (1986–2000) and (3) the quality in service industry development period (2001–2012). In light of the overall as well as the detailed review results, senior quality experts were invited for consultation, discussion and prediction of the needs and the future development of QM in Taiwan.
    Total Quality Management and Business Excellence 02/2015; 26.
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    ABSTRACT: Although much has been written about TQM and employee involvement, little attention has been paid to individual-level determinants of employees’ involvement in such context. Moreover, studies highlight differences between employers’ and employees’ perceptions of human resources practices, especially in what empowerment concerns. The main purpose of this research was to analyse potential differences in the perception of empowerment in employees without leadership duties between TQM-based companies and non TQM-based companies. Results showed significant statistical differences in some dimensions of empowerment among the two groups of companies. To our knowledge, no previous study has ever investigated such issue. As a result, our research brings new insights into the TQM framework, especially in what concerns employees’ behaviour.
    Total Quality Management and Business Excellence 01/2015; Forthcoming.
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    ABSTRACT: The purpose of this paper is to evaluate the impact of a basic quality practice in manufacturing and service organisations in Mexico. Several factors are defined for measuring quality practice implementation and investigating two major aims: the critical success factors and the major benefits from the quality implementation. A survey was applied to 50 manufacturing and service organisations. Pairs of factors were constructed to study their linear relationships. ANOVA was used to determine the significance of the relationship between factors; and Pearson product moment correlation coefficient was used to measure the strength of the relationship. This paper contributes to understanding the challenges and benefits encountered when implementing quality principles. It also demonstrates that this quality practice is a significant driver towards a continuous improvement (Kaizen) philosophy. A total of 16 critical factors and 51 significant relationships were identified, which explain the quality practice success implementation. The positive impacts produced by the quality practice implementation are summarised in six significant benefits. The findings clearly show the necessity of applying the philosophical dimension or way (do) of implementing this quality practice.
    Total Quality Management and Business Excellence 11/2014; 25.
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    ABSTRACT: This work aims to create a map for academics, researchers, and those interested in business excellence. In the first place, the authors make a reference to the evolving path of business excellence and its relations with total quality management (TQM). Subsequently, the study examines the soft factors of TQM and their role in sustainability. A properly designed assessment procedure supported by an information system outlines the situation of the organisation and can help it to be improved. The authors propose a conceptual framework for performance assessment. To win a business excellence award, great amounts of effort, money, time, and personnel are required. Adopting a business excellence framework is a task that requires commitment, communication, and co-operation. A clear vision, an appropriate culture and willingness to change can facilitate the implementation of such a framework. Nowadays, crises affect many organisations around the world. In such a situation, change is a crucial factor for survival and success. However, change in a turbulent environment cannot be managed only by the traditional approaches to excellence, because they are mostly valid when the environment is stable. In view of this fact, a framework for sustainable business excellence is proposed here.
    Total Quality Management and Business Excellence 11/2014; 25.
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    ABSTRACT: Product modularity is starting to be considered an alternative strategic approach to enhancing new product development performance. However, modularity is still new. There is serious conclusive and methodological inconsistency. Experts are still calling for more solid empirical studies with objective data on the effects of product modularity on new product performance. This paper reports a real-life study of the impact of modularity on quality, productivity, cost and time of embedded software development in a small software company. The study is based on first-hand objective data from 30 projects in the company. This study reveals that a higher modular reuse rate enhances productivity and quality and reduces cost of embedded software development. However, it does not shorten the time to market. The results are explained and practical implications for R&D managers discussed based on an interview. Limitations and future research are finally explored.
    Total Quality Management and Business Excellence 08/2014;
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    ABSTRACT: This paper proposes to revise and develop new arguments in favour of the benefits of implementing quality management (QM) programmes for organizational innovation, more specifically, for administrative innovation. To achieve our purpose, we first show that quality and innovation perform a fundamental role as combined alternatives in the management of firms. Second, we analyse the factors that determine the administrative innovation gap and the repercussions of QM implementation for these relationships and for the capacity to adapt to the environment through innovation. The sample of firms was randomly selected from the Duns and Bradstreet database, which includes the 50,000 largest companies operating in Spain. To verify the different hypotheses in the model, we used structural equations modelling. The results show that the factors determining the process of innovation have repercussions for firms' capacity to adapt to their environment. They also show that a QM context facilitates this adaptation. This paper verifies that, while innovation and QM alone do not possess the qualities required to provide organizations with sustainable competitive advantages, the bundle of innovation and QM together with other resources and competences allow organizations to obtain a competitive advantage and adapt to their environment.
    Total Quality Management and Business Excellence 08/2014;
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    ABSTRACT: We propose an organisational innovability framework focused on understanding the effect of the interaction of human capital quality and social capital on firms' innovation. The case study is based on qualitative research of six financial service firms in Taiwan. The results show that the main components of human capital in financial service firms include professional knowledge/skills, industry experiences, educational background, and ethics. The study shows ethics to be the priority of human capital quality, particularly in the financial and banking industry where employee morality/integrity overrides professional knowledge and skills. We also found that high-quality human capital leads to excellent innovative capabilities. The main innovative capability in financial service firms is incremental capability rather than radical capability. The results further show that social capital may moderate the relationship between human capital and firms’ innovability. These findings contribute to academic fields and practical applications.
    Total Quality Management and Business Excellence 08/2014; 25.
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    ABSTRACT: This paper proposes an alternative perspective on service quality management (SQM) based on the ecosystem of complex and dynamic service environments. First, the ways in which systems thinking and core principles of Quality Management evolved are analysed in order to understand the past, present and the future. Then, by analysing the theories, models and applications of SQM systems and business ecosystems, the paper proposes a framework model for a service ecosystem. The proposed service ecosystem is based on value co-creation that can be utilised to manage service quality and to increase innovability. Through two case studies, the differences between the traditional approach to SQM and the application of ecosystem theory to SQM are compared and reflected. The case studies indicate that ecosystem theory can be used to manage service quality and to achieve success in value co-creation through new innovative practices.
    Total Quality Management and Business Excellence 08/2014; 25.
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    ABSTRACT: The aim of this study is to provide a literature review on continuous improvement, analysing the evolution of the field by combining quantitative and qualitative analysis. More than 1000 articles have been reviewed. The articles have been collected through the prestigious database Web of Knowledge (Thomson Scientific). The results show an increasing interest in the field of continuous improvement over the past 30 years. The most discussed topics have been ‘implementation of continuous improvement systems’ and ‘methodologies’. Other findings from the study are: the existence of regional differences in research on continuous improvement, the predominance of the case study and the survey as research methodologies, and the positioning of Total Quality Management and Business Excellence as the lead scientific publication in continuous improvement areas. The present review adds value to other studies on the same topic due to the number of items used (1090), the time period covered (1980–2011), the prestigious database used (Web of Knowledge) and the combination of different analysis (quantitative and qualitative).
    Total Quality Management and Business Excellence 08/2014; 25.
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    ABSTRACT: This research is focused on the Taiwanese insurance industry to explore the relationship among total quality management (TQM), organisational learning (OL) and business performance of insurance companies. In this study, the questionnaires are analysed and the t-test, analysis of variance, and multiple regression models are used to verify the research framework and hypotheses. The results show significant difference of gender, position, educational level and industry on TQM, OL and business performance recognition, but there is no significant difference in seniority. Using multiple regression analysis and the mediating test, the principal findings of this study are shown as follows: (1) TQM has significant and positive effects on OL, (2) Both TQM and OL have significant and positive effects on business performance, (3) OL fosters business performance and plays a mediating role between TQM and business performance, and (4) The non-life and the life insurance industries, which carry out TQM, OL and business performance, are significantly different. The results show practical implications for the insurance industry in Taiwan.
    Total Quality Management and Business Excellence 08/2014; 25.
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    ABSTRACT: Sustainability is emerging as an important approach that manufacturing companies employ to improve their economic profitability and competitive advantage by enhancing environmental performance. Consistent with the contemporary aspects of ecological responsibility, specific forms of coordination such as internal cross-functional coordination in a firm and external supply chain coordination mechanisms mediate the relationship between an environmental sustainability orientation and environmental performance. Despite the importance of coordination, empirical studies investigating the mediating roles of this coordination are relatively scarce. Our theoretical model therefore examines the mediating effects of coordination. The results show that the relationship between an environmental sustainability orientation and environmental performance is mediated by green manufacturing coordination and green supply chain coordination.
    Total Quality Management and Business Excellence 08/2014; 25.
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    ABSTRACT: This paper develops a framework for assessing national standards capability. The framework draws on total quality management (TQM) models as its theoretical basis and was developed through an expert group panel, interviews, and focus group workshops. To verify the framework, pilot implementation was conducted in four countries. The results show that the proposed framework is useful for measuring the strengths and weaknesses of overall capability per pillar and category in a national standards system. The paper contributes to the expansion of the TQM model in assessing national level capability by more effective evaluation and systematic development of national standards systems for developing countries.
    Total Quality Management and Business Excellence 08/2014; 25.