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 07/2014; 25(7/8).
  • [Show abstract] [Hide abstract]
    ABSTRACT: The main objective of the present work is to provide a tool that facilitates the valuation of the existing option in any business with International Organization for Standardization (ISO) 9001 certification to be able to abandon it if deemed appropriate. By comparing the value of the business under the assumption of whether or not it has implemented the ISO 9001 quality system, a first approximation of the value that this certification benefits the business has been obtained. However, the value thus obtained does not present operational flexibility that permits management to give up the certification. To assess this abandonment option, fuzzy real options were used. This tool is validated with an empirical study in Spain. The proposed methodology is applied at 13 small companies belonging to the same sector. Furthermore, their behaviour in the context of the current Spanish economic crisis is analysed.
    Total Quality Management and Business Excellence 06/2014; 2014:1-14.
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    ABSTRACT: This study proposes a new methodology to analyse hospital service quality. The new methodology was used at the largest private international hospital in Thailand. To understand differences in the perceived service quality among patients from different nationalities (Japan, Myanmar, Arabic States, and Thailand), a comparative analysis was conducted. An integration of a modified SERVQUAL scale and the Kano model was used to categorise and prioritise the hospital's service quality attributes. Analysis of variance was applied to differentiate market segmentation based on nationality, and a proposed importance analysis grid for improvement was applied to prioritise areas of improvements. The quality attributes showed a significantly different level among different nationalities. The results obtained by this research can provide important clues to improve the perceived service quality by offering different quality improvement strategies to meet different nationalities' needs.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: This paper introduces a new method that combines the well-known analytical hierarchy process (AHP) with a response latency metric. The response latency is the time taken by respondents to make choices over pairwise comparisons. The analytical calculation of relative importance weights of the alternatives is made by using a response latency model previously validated in several case studies. This combination aims to overcome some drawbacks of the traditional AHP related to the use of a rating scale (the so-called Saaty scale), and it is a natural way to involve response latency in established decision-making methods. This new method can be profitably adopted in web surveys where it is easy to measure and record response latencies. An application to a new service development was used to test the proposed method. Findings show that the respondent effort, fatigue, and time consumption are drastically reduced, making the survey much simpler and faster. The obtained results seem to be very reliable in terms of judgement consistency.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: The successful implementation of quality management systems in higher education relies on the ability to address topics meaningful to stakeholders. A topic that is moving to the top of many higher education institutions agendas and is meaningful to students, faculty and management is student dropout. Alongside its social and personal consequences, dropout impairs cost efficiency and the institution's image. This paper shows that in spite of the complex web of factors influencing student dropout, simple models for the identification of students at risk of dropping out can be derived and used to support decision-making. The paper starts with an introduction to dropout models. Next, the difficulty in implementing quality management systems in higher education is addressed; details about a process for the identification of at-risk students are presented. A case study is used to show that it is possible to identify at-risk students using only academic data and administrative records. Finally, the advantage of including an at-risk student identification process within the framework of a higher education quality management system is discussed.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: This paper aims to study the deployment and use of total quality management (TQM) approaches and tools for the systematic implementation of TQM, especially within companies that have been applicants for the National Quality Award – Slovenian Business Excellence Prize (SBEP), and its relation to tools and approaches regarding people involvement, external recognition, benchmarking and financial results. The survey was based on the analysis of a sample of companies composed of the three subgroups: ‘top companies’ (based on their financial performance), a randomly chosen control group, and a group consisting of SBEP applicants. The questionnaire was distributed to 500 companies. The research was done on the basis of 110 respondents. Factor analysis was used to narrow the initial number of items, ANOVA to obtain statistically significant differences between the three group means and discriminant analysis to classify the sample according their use of TQM tools and approaches. The results showed that the main differences between the three groups of companies in favour of the SBEP group were related to the importance of benchmarking, peer assessment, collaborating in national quality awards (NQA) and partly in financial results. Based on the findings of this research, it can be concluded that the companies that took part in the NQA have higher mean scores of observed variables as compared to the other two groups of companies.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: Technical complaint management (TCM) comprises the processes of reception, handling, analysis and use of customer complaints. Its focus lies on the continuous improvement of products and processes based on customer complaints. This paper presents research on this quality-oriented perspective on CM. The approach is structured in four steps. Firstly, the state of the art in CM research is briefly described and analysed for its quality orientation. In order to set a base for the research to be carried out, a target system for quality-oriented CM is presented. The target system combines the customer relationship and quality management perspectives of CM. In accordance with the presented target system a reference model for quality-oriented TCM is developed and presented in detail. The model comprehends the requirements for the internal organisation of TCM in a process model. Its scope reaches from the reception of a complaint to the long-term use of complaint information in new product development. In order to evaluate the relevance of the described reference model for TCM an empirical study was carried out. In the last step, results of the study are discussed and findings are summarised.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: The purpose of this paper is to analyse the contextual and individual influences on student satisfaction. More specifically, it seeks to examine how teachers' and students' perceptions of service quality influence students' satisfaction. A multilevel analysis was implemented to determine how various factors influence student satisfaction. For the first level of analysis, data were collected on students from various higher education institutions (HEIs). Teachers' perceptions of service quality were included at the second level of analysis. In total, responses were collected from 1378 students and 621 teachers from 61 HEIs. The research results reveal how teachers and students assess service quality. Furthermore, the study provides insights into the service quality dimensions that have the greatest influence on student satisfaction, from both the students' and teachers' perspectives. The contribution of this study is twofold. First, it draws attention to the importance of teachers' perceptions of service quality as significant determinants of student satisfaction. Second, it suggests a multilevel linear modelling approach to the empirical testing of students' satisfaction.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: The complexity and importance of teamwork in health care demand drastic improvement in the existing methodology of quality assurance. There is a need to develop a quality management system (QMS) for the healthcare sector. The purpose of this paper is to propose and to verify the effectiveness of the quality-centred management system for healthcare (QMS-H) model in providing safe and reliable health care at the organisational level. This paper presents the QMS-H model derived through an analogy with the QMS model applied in the manufacturing industry and modified according to the features of the healthcare sector, and we discuss the form it should assume and the necessary type of body of knowledge (BOK). We are trying to implement the model in several hospitals in a QMS-H research group, and we are also trying to verify the effectiveness of the model in the research group. At present, the basic foundations of QMS-H have been laid, and many hospitals have now obtained the ISO 9001 certification. Some hospitals have launched policy management and improvement at the organisational level. Since some management indices have been improved, the effectiveness of the model has been suggested.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: This study surveyed 123 online banking users who have experienced at least once a non-routine encounter while doing their banking, to investigate whether ISO 9001 certification affects their perceptions of service recovery and consequently satisfaction, value and loyalty and if ISO 9001 enhances the relationships strength between the four constructs. In pursuit of this objective, the study proposed a model linking loyalty and its antecedents to investigate the factors that might influence customer satisfaction and loyalty as well as the possible mediating/moderating role. The overall results showed service recovery was directly and positively related to customer satisfaction and value, which in turn significantly influence loyalty. However, the mediating/moderating effect of customer satisfaction on the relationship between service recovery and customer loyalty was partially supported. Moreover, the results showed ISO 9001 certification has no influence on customers' perceptions of service recovery, satisfaction, value and loyalty. Nevertheless, companies should consider ISO 9001 certification since it was shown to encourage satisfied customers to remain loyal to the firm.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: Different approaches and methods exist to determine product perceptions from the perspective of the customer. These are more or less suitable to provide specific product requirements for product development. Specifically in the area of quality perception, it is difficult to determine target-oriented and product-improvement requirements. One possible approach is the Repertory Grid Technique, which originates from psychology and was developed in 1955 by George A. Kelly. Today, it is applied in market research and provides important suggestions for determining the perception and positioning of products. Equally, initial studies have shown the applicability of the Repertory Grid Technique in the area of quality management. The results are sometimes difficult to interpret, and only provide limited constructive information to support product development. In this paper, various Repertory Grid studies are presented and compared with regard to the quality of their results. Through feedback loops, the technique is gradually modified and improved based on the quality of their results.
    Total Quality Management and Business Excellence 06/2014; 25.
  • Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: The ‘Lexis Diagram’ has traditionally been used in Demography and Epidemiology for graphical representation of event histories. Timeliness is often cited as the Achilles' heel of Swedish health care. This paper explores the use of the Lexis diagram for monitoring lead times and thus contributing to improved timeliness of healthcare processes. The study was exploratory in nature and followed a qualitative approach. For illustrative purposes, data on an outpatient referral process consisting of four milestones were used to produce a Lexis diagram. The Lexis diagram may complement the reporting of waiting times imposed by maximum waiting-time guarantees. It is expected to contribute to a more holistic view of processes and to a more precise measurement of lead times, enhance the ability of practitioners to react on time while the object is still active in the system and motivate improvements in staff scheduling by increasing the knowledge about the number of objects currently active in the system. However, it may contribute to an excessive emphasis being placed on time, which may distort clinical priorities. To the best of our knowledge, using the Lexis diagram for monitoring lead times represents a novel application of the diagram.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: Taking cultural aspects into account is seldom mentioned as a success factor in implementing Six Sigma. In this paper, we elaborate on the implications of implementing and applying Six Sigma in countries with different national cultures, especially in those with non-American cultures. Based on two longitudinal case studies, we show how to take cultural aspects into account when implementing Six Sigma, and also, how implementing Six Sigma influences the local national culture of the company. We argue that taking different aspects of national cultures into account when implementing Six Sigma within a global organisation will enhance understanding, cooperation and performance of the organisation.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: The purpose of the study is to validate the factorial structure of innovation practices identified in the literature and evaluate their implementation level in manufacturing companies operating in circumstances of economic downturn and financial crisis. A research study was carried out in a sample of 233 Greek manufacturing companies operating in a business environment where a financial crisis has dominated for at least four years now. Data were obtained from the Chief Executive Officer of the companies through a structured questionnaire. Exploratory Factor Analysis is applied in order to extract the latent factors of innovation practices, while their validity is confirmed through Confirmatory Factor Analysis. The level of the innovation practices implemented by the companies is determined through descriptive statistics. The analysis of the empirical data from small and medium-sized manufacturing enterprises strongly confirms the conceptual structure of company innovation which consists of four dimensions, namely product, process, marketing and organisational innovation. The level of adoption of the four dimensions of innovation by the sample companies is deemed high, though not, however, excellent. Thus, the sample companies can put additional emphasis on innovation. In doing so, innovation may be a key factor in a company's efforts to overcome the negative effects of the current economic downturn and financial crisis.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: This article introduces a case study using the Taguchi method to improve education quality. Developed by Taguchi Genichi, this method has its strength in finding the control factor that is robust against other nuisance factors. Finding the condition for such a control factor has an effect of reducing the dispersion of the results. Various forms of noise exist in university classrooms. Multiple factors such as the psychology of the students and the instructor can have an effect on education quality but are often neglected in current teaching standards. The Taguchi method, which has successfully been implemented in manufacturing, can also be applied in education settings to provide better lectures (of higher quality) to students (customers). Hence this article introduces a methodology to improve lecture quality by using the Taguchi method in education settings and discusses a case study for it. The study analyses the factors that affect lecture quality and distinguishes between the control factor that is controllable by the instructor and the nuisance factor that is not controllable but is important in terms of lecture quality. Then the experiment is conducted as guided by Taguchi's experimental design, and after discussion of the results the optimal lecture method is suggested. The difficulty with the approach lies in defining and measuring lecture quality and conducting the experiment under settings with various factors. A suggestion regarding this difficulty is discussed. However, this difficulty still raises a question. The contribution of this article is the discussion of the possibility of implementing the Taguchi method – traditionally used in manufacturing – in university lectures, which can be considered a form of service provided to the students, and offering Taguchi's optimum result as a solution to a practical problem.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: This study examines the impact of quality management and application of information technologies (IT) on organisational performance in transitional economies. Many studies involving these organisational aspects are carried out in the regions with developed capitalism. However, little is known about the nature of their effects in transitional conditions. The survey was conducted using a questionnaire on a sample of 160 organisations. The research model was empirically tested and found to be valid and reliable. The relationships between the dimensions of quality management, IT and organisational performance are examined using structural equation modelling. The findings of this study do not support the theoretical assumptions related to the direct effect of IT application on organisational performance. The mediating role of quality management is crucial for overcoming the shortcomings of IT application. Thus, it could be argued that the combined effect of quality management and IT application is determined and influenced by the market ‘climate’. The research results can be used as guidelines for the implementation of an integrated approach in the application of quality management in the IT context. In particular, managers should consider the application of quality management techniques for the improvement of IT quality.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: This article highlights one of the actual ISO 9001 issues – a phenomenon of decrease in certification in Slovenia and worldwide as well. Our case study in Slovenia was focused on future functioning and financial performance of organisations having their ISO 9001 certificates cancelled (CCOs). The study was performed as a longitudinal survey covering more than 55% of the Slovenian certification market and taking a four-year period from 2009 to 2012. CCOs were analysed upon a study of the literature and previous research. The results showed that their number and size did not differ significantly from year to year in the analysed period. Furthermore, majority of them showed decreasing financial results after certificate cancellation resulting in 45% of the organisations closing down in those four years. However, the number of cancellations was significantly related to the type of industry. The findings of our study might be important for managers and certification bodies, as they suggest that a cancelled ISO 9001 certificate could be understood as an early external signal indicating possible business problems in the organisation. Of course, we cannot simply generalise our findings only upon this case study; however, these findings can be a signal for further research.
    Total Quality Management and Business Excellence 06/2014; 25.
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    ABSTRACT: The purpose of this paper is to discuss how Six Sigma DMAIC (Define, Measure, Analyse, Improve, Control) methodology was applied to reduce the voluntary turnover rate of dispatched employees in company M. The root causes of turnover were identified, including salary and benefits, converting opportunity, job hunting, etc. Improvement measures including increasing salary, providing converting opportunities, developing career plans, providing training, job rotation, and humane care for the dispatched employees were proposed and implemented. After taking improvement actions, the weekly average turnover rate of dispatched employees declined from 2.5% to 1.4%, with concomitant savings of human resource costs and improvements in production quality and yield stability. The study provides a new perspective for enterprises interested in reducing dispatched employee turnover.
    Total Quality Management and Business Excellence 06/2014; 25.

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