Total Quality Management and Business Excellence Journal Impact Factor & Information

Publisher: European Society for Organisational Excellence, Taylor & Francis (Routledge)

Journal 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.

Current impact factor: 1.32

Impact Factor Rankings

2015 Impact Factor Available summer 2016
2009 Impact Factor 0.299

Additional details

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

Publisher details

Taylor & Francis (Routledge)

  • Pre-print
    • Author can archive a pre-print version
  • Post-print
    • Author can archive a post-print version
  • Conditions
    • Some individual journals may have policies prohibiting pre-print archiving
    • On author's personal website or departmental website immediately
    • On institutional repository or subject-based repository after a 18 months embargo
    • Publisher's version/PDF cannot be used
    • On a non-profit server
    • Published source must be acknowledged
    • Must link to publisher version
    • Set statements to accompany deposits (see policy)
    • The publisher will deposit in on behalf of authors to a designated institutional repository including PubMed Central, where a deposit agreement exists with the repository
    • SSH: Social Science and Humanities
    • Publisher last contacted on 25/03/2014
    • This policy is an exception to the default policies of 'Taylor & Francis (Routledge)'
  • Classification

Publications in this journal

  • Total Quality Management and Business Excellence 11/2015; DOI:10.1080/14783363.2015.1114411
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    ABSTRACT: Customer satisfaction or dissatisfaction is a direct response from the appraisal of service quality (SQ) attributes. The purpose of this study is to discuss and test for interactions in customers’ appraisal of SQ attributes. A theoretical framework was developed to identify the types of interactions between SQ attributes. A survey was then administered to 203 shippers in Singapore. Subsequently, interactions between SQ attributes were empirically tested using customer satisfaction as the outcome criterion. As compared to linear models, the use of interaction models yielded a 10% increase in their explanatory power on customer satisfaction. Interactions between the SQ attributes generated additive, compensatory, or synergistic effect on customer satisfaction. The results imply that satisfaction derived from the appraisal of a SQ attribute is moderated by the perceived performance of other SQ attributes. To optimise customer satisfaction, interaction effects should be considered in the management of service features. This paper is one of the few studies that examines interactions in customers’ appraisal of SQ attributes. The proposed framework contributes to new theories on consumer satisfaction evaluation and SQ management.
    Total Quality Management and Business Excellence 11/2015; DOI:10.1080/14783363.2015.1114881
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    ABSTRACT: This paper presents the results of the empirical study conducted in 68 Spanish private firms which are immersed in the implementation process of the European Foundation for Quality Management (EFQM) excellence model, according to the Excellence in Management Club (the official representative and partner of EFQM in Spain which is a non-profit making organisation with the aim of being the reference and meeting point for organisations on their way towards excellence). The objective of this paper is to explore the main barriers of Total Quality Management implementation through the EFQM excellence model in Spanish private firms. The methodology consists of a descriptive analysis and factor analysis in order to determine the importance and the structure of these barriers. Finally, cluster firms and these groups are analysed to establish their profile by cluster analysis. The results show that the most important barriers are those related to the lack of time and the lack of physical and financial resources. The structure of barriers in these firms is made up of three groups: behavioural and cultural barriers, organisational barriers, and resource barriers. Cluster analysis reveals that there are three different firm profiles: highly hampered firms, moderately hampered firms, and firms hampered mainly by lack of resources.
    Total Quality Management and Business Excellence 11/2015; DOI:10.1080/14783363.2015.1106314
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    ABSTRACT: This study presents the results of a comparison of the maturity of the quality management systems and the results of higher education institutions in relation to graduates and their employers. The comparison drew on the perspectives of three most important interested parties – teachers, graduates and their employers. The study examines arguments regarding the meaningfulness of support for improvements in management systems in higher education. It provides information on the purposes and benefits of total quality management (TQM) in higher education, which have previously been discussed mainly in theoretically oriented studies. The study is based on an analysis of attitudes to quality in higher education institutions. The empirical part of the study aims to fill the research gap into the measurement of the benefits of TQM for higher education institutions. The study formulates its own methodology for this based on elements of the Common Assessment Framework and the European Commission's system for measuring education outcomes and national quality assessment in the Slovak Republic. Two hypotheses were made during the formulation of the research problem regarding the positive contributions of TQM and these were confirmed through stratification and subsequent regression analysis. The statistical reliability of the sample was taken into account when testing the hypothesis.
    Total Quality Management and Business Excellence 11/2015; DOI:10.1080/14783363.2015.1105100
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    ABSTRACT: This paper aims to find the causal structure among the criteria of European Foundation for Quality Management (EFQM) excellence model in the organisations of the healthcare sector to prioritise improvement actions for excellence in hospitals. In this regard, a framework of relations among the criteria of EFQM model is developed by theoretical studies and then, this framework is tested based on the results of self-evaluations performed in Iran public hospitals using the Structural Equation Modelling statistical technique. The required data have been collected from 40 public hospitals from 30 provinces and more than 1200 senior and middle managers of clinical departments of the Iran healthcare sector. The acquired scores in each hospital were categorised under 9 criteria, 32 sub-criterion and almost 300 guidance points of the EFQM model. Results show that the proposed framework is consistent with the experimental data and thus, it seems to properly explain the relations among the criteria of the EFQM model in the healthcare sector. The findings of this research may be of interest to both the academic and the professional health systems in the world, especially those with a governmental structure.
    Total Quality Management and Business Excellence 10/2015; DOI:10.1080/14783363.2015.1105101
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    ABSTRACT: In high-tech marketing, it is postulated that the population of prospective customers be dichotomised into two different groups: innovative and pragmatic. These two groups differ in terms of when they adopt high-tech products and how they feel about accepting technology. Among others, the fundamental discrepancies in technology readiness between respective groups are of paramount importance in analysing customer requirements. However, few studies consider this customer heterogeneity with respect to technology readiness when classifying and prioritising customer requirements. This paper suggests an extended Kano approach which integrates customers' disparate technology readiness. First, customers are classified into innovative and pragmatic groups using a Technology Readiness Index as a measure. Second, a new integrated Kano matrix is introduced, in which two groups become the column and row values, and which allows four new types of customer requirements to be defined, based on the differences between the two groups. For each category, we specify the relationship between the distinctive features of that category and customer satisfaction.
    Total Quality Management and Business Excellence 10/2015; DOI:10.1080/14783363.2015.1105102
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    ABSTRACT: This study aimed to develop the strategy for enhancing consumer intention to dine at green restaurants by using a three-phase decision-making model which used structural equation modelling (SEM), decision-making trial and evaluation laboratory (DEMATEL), and quality function deployment (QFD) methods in order to determine the critical core factors affecting ‘consumer intention’ to dine at green restaurants, and to develop specific improvement strategies. A total of 511 customer questionnaires were returned from 10 green restaurants. This study also sequentially invited 2 groups of each 10 experts to complete the DEMATEL expert questionnaire and QFD expert questionnaire, respectively. The results of the SEM analysis showed that attitude, subjective norm, perceived difficulty, food quality, service quality, and balance of nature have significant effects on consumer intentions to dine at green restaurants. Among these six factors, four critical core factors were found by the DEMATEL analysis. According to the results of experts’ focus group and QFD, this study developed six improvement schemes and assessed their improvement effects. The findings can provide a new insight based on the three-phase decision-making model to determine the most effective strategy for enhancing consumer intention to dine at green restaurants under limited resources.
    Total Quality Management and Business Excellence 10/2015; DOI:10.1080/14783363.2015.1104245
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    ABSTRACT: Retailers can construct effective marketing strategies to improve their store image and enhance customer value if they understand the nature and the impact of the quantitative data and the qualitative information regarding the factors affecting this image. Most previous studies have used a qualitative or a quantitative method, rather than both. Fuzzy synthetic evaluation (FSE) is a tool for resolving qualitative and quantitative issues. This paper uses FSE in combination with the fuzzy analytic hierarchy process to help companies better understand the quantitative data (the weights of the factors that affect store image) and the qualitative information (the segmentation of consumer groups). By using this quantitative data and qualitative information, retailers can learn pertinent information about each consumer group. Thereby, they can allocate the resources of their enterprises to better improve their store image according to the needs of different customer groups at lower costs and with greater efficiency. The findings and implications found in a case study are discussed.
    Total Quality Management and Business Excellence 10/2015; DOI:10.1080/14783363.2015.1094368
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    ABSTRACT: This work focuses on the broad topic of quality-related costs (QRC), which has been largely discussed in the literature. Nevertheless, one of the least studied issues relates to the way companies use QRC information. In this research the profile of use of QRC information is analysed considering the model proposed by Simons [(1991). Strategic orientation and top management attention to control systems. Strategic Management Journal, 12(1), 49–62], from which it is possible to distinguish between a diagnostic and an interactive profile of use. The analysis of the data collected through a questionnaire survey to a sample of Portuguese certified companies (PCCs) involved the application of principal component analysis, cluster analysis, one-way analysis of variance and discriminant analysis. The results showed that a substantial part of PCCs use the QRC information according to a diagnostic and interactive profile. Managers of these companies use QRC information to set goals, monitor their implementation and motivate participants (according to a diagnostic profile), but also to foster organisational learning, the emergence of new ideas and strategies (according to an interactive profile). About 30% of companies favour a diagnostic profile. However, about 32% of companies report negative values for both profiles, indicating that these companies undertake initiatives to prepare QRC information but their leaders do not use it in the management process.
    Total Quality Management and Business Excellence 10/2015; DOI:10.1080/14783363.2015.1099427
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    ABSTRACT: Both Six Sigma and innovation play key roles in improving competitiveness. While there is abundant research on Six Sigma and innovation from many perspectives, rigorous empirical research investigating the impact of Six Sigma on organisational innovation has been limited. The purpose of this paper is to explore the relationships between Six Sigma practices and different types of organisational innovation including product innovation, process innovation, and administrative innovation. Empirical data were collected from 249 firms in China which had implemented Six Sigma as a formal programme in their organisation. Structural Equation Modelling was used to test the hypothesised relationship between Six Sigma practices and innovation. The results show that Six Sigma management, infrastructure, and core practices have a positive relationship with product, process, and administrative innovation. This study contributes to a better understanding of how firms can take advantage of the Six Sigma implementation to improve their capacity in innovation.
    Total Quality Management and Business Excellence 10/2015; DOI:10.1080/14783363.2015.1092866
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    ABSTRACT: The framework of this research consists of eight quality management (QM) principles (customer focus, leadership, involvement of people, process approach, system approach to management, continual improvement, factual approach to decision-making and mutually beneficial supplier relationships) according to the ISO 9001 standard. The implementation of these principles results in QM practices often divided into infrastructure and core practices. The aim of this study is to investigate which infrastructure QM practice affects all core QM practices. The literature review leads to the assumption that implementation of employee involvement (as one of the infrastructure QM practices) might be crucial for the implementation of process approach, system approach to management, continual improvement and factual approach to decision-making (core QM practices). Empirical research was conducted on large-sized Croatian companies. The research instrument was a questionnaire addressed to the board of directors and quality managers. In order to reveal which infrastructure practice has an impact on core QM practices, multivariate analysis of variance was performed. Research results showed that employee involvement through different concepts (employee training, communication, empowerment and rewards and recognition) has a positive impact on the implementation of process approach, system approach to management, continual improvement and factual approach to decision-making.
    Total Quality Management and Business Excellence 10/2015; DOI:10.1080/14783363.2015.1094369
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    ABSTRACT: The current study aims to prioritise service quality dimensions (SQDs) for hotels through a two-step procedure: firstly, by forming congruent groups of customers based on their level of expectations as well as perceptions of service; and secondly, by prioritising SQDs for each group and analysing the results. To reach that aim, the customers of three four-star hotels were targeted and asked to report on the quality of the service they expected to receive prior to its delivery as well as their feelings towards the service after they received it. Then, using data envelopment analysis we discriminated the majority of customers, those who were satisfied more easily (ordinary customers), from the ones who were harder to please (fastidious customers). Finally, we exploited Technique for Order Preference by Similarity to an Ideal Solution and Shannon Entropy to prioritise SQDs for each group. The approach taken in this paper, which first distinguishes two groups of fastidious from ordinary customers based on their expectations and perceptions, is rather noble. Findings revealed that the two groups do not value different dimensions of service quality in a similar way. The results of this study can provide insightful guidance for the hoteliers to customise their service and exploit their resources more efficiently.
    Total Quality Management and Business Excellence 10/2015; DOI:10.1080/14783363.2015.1082420
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    ABSTRACT: In order to stay competitive in today's marketplace, it is vital to reduce activities that do not create value. Lean production has in the last decade been seen as a philosophy to reduce non-value time. The office environment often presents a major improvement opportunity to reduce non-value time. Lean contributes positively to business performance applied in a manufacturing context and is also suggested to do the same in a service context. The purpose of the paper is to analyse and determine how total productive maintenance (TPM) can be applied within the support process and to identify effects from an employee and business perspective. A case study has been performed and a qualitative research approach was selected. Empirical data were gathered by using semi-structured interviews at one case company, but from several teams that had applied TPM. The result was then used as an inductive approach to explore how TPM can be applied in a support process. To implement and apply TPM within an office context, it should be structured in three steps (i) define, (ii) implement and (iii) sustain. TPM should be conducted as a part of the ordinary day-to-day work. The planning and discussions connected to TPM can be included in regular daily departmental ‘stand-up meetings’ involving everybody. The work with 5S and maintenance should also be a part of the TPM structure, connecting it as a system and not as an isolated activity. TPM can create value from both a business and an employee perspective. In the employee perspective, TPM reduces the risk of missing/forgetting areas of responsibility and creates more involvement. In the business perspective, objectives such as cost and quality are improved, but TPM also enables the reduction of waste.
    Total Quality Management and Business Excellence 10/2015; 26. DOI:10.1080/14783363.2015.1068598