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

  • [Show abstract] [Hide abstract]
    ABSTRACT: This article explores the challenges in ensuring that a continuous improvement (CI) culture is diffused throughout an organisation. It presents a model of CI maturity that has been developed following a review of literature and earlier empirical work undertaken across the UK public sector. The model is based on a set of eight organisational behaviours that can be used to gauge and guide organisational progress along three key stages of CI maturity: going through the motions, transforming and embedding. Case study evidence is presented to show the applicability of the three-stage model in assessing the evolution of CI maturity. The research re-affirms that CI is not something that organisations have or do not have, but is part of a cultural transformation journey that may be impeded along the way, with different parts of organisations experiencing different blockages. This model can also be used by organisations as a form of self-assessment and to help educate staff about CI behaviours.
    Total Quality Management and Business Excellence 08/2014; 25.
  • [Show abstract] [Hide abstract]
    ABSTRACT: In many business sectors today, focus on quality as a competitive tool is being replaced by a focus on innovation. Research exploring connections between quality management, innovation, and company performance suggests that quality is ‘necessary but insufficient’ in business today. In short, managers need to know how to adapt their quality management practices to achieve innovation performance in addition to quality performance. West coast US forest products manufacturers were surveyed about their quality management practices and performance with respect to both quality and innovation. Results were analysed to identify two categories of high-performing firms: those achieving primarily quality outcomes and those achieving both quality and innovation outcomes. Executives from firms in each category were interviewed to provide detail on management practices. Results suggest firms must first change how they view innovation; firms that were primarily focused on quality rather than innovation viewed innovation as an end rather than the means to some other business goal. The most significant finding is related to how firms interact with customers – firms focused on innovation proactively seek to identify and meet customers' needs whereas quality-focused firms primarily emphasise reacting to customer complaints. Findings suggest several areas where managers can focus to improve innovation performance.
    Total Quality Management and Business Excellence 08/2014; 25.
  • [Show abstract] [Hide abstract]
    ABSTRACT: Processes and process innovation remains important in the management of today's organisations. In management and academic circles in Europe, Asia and the USA, the subject of processes and their innovation continue to be the basis of discussions regarding organisations' operations. The relevance of process innovation has gained weight as a result of various well-publicised failures by some major firms to operate new processes, leading to clients receiving low-quality goods and services. However, regarding the Iberian countries, academic references are few and far between regarding process innovation and Kaizen. Thus, it seems that previous studies represented in the literature show Kaizen from the angle of implementation of process innovation methods, and so the aim of this paper is to understand how these methods of process innovation are applied in the context of Kaizen in organisations operating in Ibero-American countries. This research has reported the results of a multiple case study, showing and providing empirical evidence grounded in the application of process innovation and the impact this has on the management of the organisation. In our study, we found that the application of process innovation basically can begin to help Ibero-American companies to understand (wake-up or become aware of) the deeper meaning of the term ‘process’ (theme of understanding); also, to begin to inspire (theme of synchronisation) the sense of managing from the point of view of process innovation and the philosophy of Kaizen in continuous improvement.
    Total Quality Management and Business Excellence 08/2014; 25.
  • Total Quality Management and Business Excellence 08/2014; 25.
  • [Show abstract] [Hide abstract]
    ABSTRACT: The literature emphasises the need to integrate innovation initiatives under the umbrella of the total quality management (TQM) philosophy. Such integration is instrumental towards achieving and sustaining a superior organisational performance. Using a sample of 229 Portuguese manufacturing organisations, factor and regression analyses procedures were used to assess the impact on organisational performance of innovation for small and large organisations in the Portuguese TQM business context. The results of this study point to the significance of the size of the organisation, and product and process innovations for organisational performance. Organisational innovation was not found to have a significant impact on organisational performance. These results might be attributed to specific ownership, which is associated with process and product innovation. Based on the results of this study, it is concluded that small organisations might want to consider directing their innovation investments towards management aspects such as processes and products. In this context, top-down organisational innovation might take more time and effort.
    Total Quality Management and Business Excellence 08/2014; 25.
  • [Show abstract] [Hide abstract]
    ABSTRACT: Motivated by a gap in the literature linking compliance and innovation, this paper develops the novel concept of Compliance–Innovation (C–I). Based on a review of the literature and interviews with experienced practitioners, we characterise C–I as a transformational process to drive organisational improvements in sustainability and competitiveness. We explain how the organisational mechanism that permits identification and exploitation of knowledge for commercial purposes, i.e. Absorptive Capacity, may be enlarged through application of C–I because both external and internal contexts are appropriately and comprehensively incorporated. C–I's roots lie in the integration of quality and compliance knowledge into a central IT repository, and its potential for commercial exploitation through, for example, the Six Sigma approach is outlined – indicating its usefulness for orienting business focus, performance and innovation.
    Total Quality Management and Business Excellence 08/2014; 25.
  • [Show abstract] [Hide abstract]
    ABSTRACT: Communities of Innovation (COIs) is the approach yielding most value in the open innovation sector due to its strong developmental dynamics. While the literature has so far only analysed discrete facets of COIs, the general functioning of a COI is still largely unexplored. The purpose of this paper is to identify the interdependence between various functional elements of COIs and the effects of motives and cognitive success dimensions of a COI on planned activities based on the integrative-conceptual model of innovation. This study surveyed member groups of COIs and the structural equation modelling method for model estimates. The results showed the heterogeneous nature of motives among different groups derived from success dimensions and planned activities; solutions to the problem of critical mass for developers and facilitators; and expectations of solution quality and innovation diffusion. The findings implied that the successful establishment of group-related basic collectives is required to avoid premature abandonment of COIs. The integrative analysis of the present paper is the first-time approach of this kind providing evidence of a high level of interdependence between functional elements in different groups in COI.
    Total Quality Management and Business Excellence 08/2014; 25.
  • [Show abstract] [Hide abstract]
    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.
  • [Show abstract] [Hide abstract]
    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.
  • [Show abstract] [Hide abstract]
    ABSTRACT: Although the use of robust design within product development (PD) has a large potential, its practical application in industry has been limited. Learning from an earlier less-successful trial, the Volvo Group developed an initiative that was successful in making robust design part of development engineers' regular work. This initiative was conducted in 2006–2009 as action-research collaboration with Chalmers University of Technology, involving researchers and 22 master students. The aim of this paper is to describe and analyse this initiative. Data have been gathered through formal interviews, participation and observation in formal and informal meetings and through master theses. The initiative's design included a broader robust design concept, emphasising robust design principles, and the creation of local learning processes involving PD engineers and their supervisors. The company–university collaboration functioned as a ‘learning alliance’ on different levels. First, a learning relationship was created between individual engineers and master–students resulting in reflection-in-action and iterative mutual learning. Second, the learning alliance also included professors/researchers from Chalmers interacting with company representatives in an open learning environment, as well as reflection-in-supervision in the interaction with master–students. This interaction also supported the company in its process of creating structure and practices for organisational learning.
    Total Quality Management and Business Excellence 08/2014; 25.
  • [Show abstract] [Hide abstract]
    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.
  • [Show abstract] [Hide abstract]
    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.
  • [Show abstract] [Hide abstract]
    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.
  • [Show abstract] [Hide abstract]
    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.
  • Total Quality Management and Business Excellence 07/2014; 25(7/8).
  • [Show abstract] [Hide abstract]
    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.
  • [Show abstract] [Hide abstract]
    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.
  • [Show abstract] [Hide abstract]
    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.
  • [Show abstract] [Hide abstract]
    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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