TQM Journal

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  • ISSN
    1754-2731

Publications in this journal

  • [Show abstract] [Hide abstract]
    ABSTRACT: An attempt has been made to counter autocorrelation by designing the chart, using warning limits. Various optimal schemes of modified chart are proposed for various sample sizes (n) at the levels of correlation (Φ) of 0.00, 0.475 and 0.95. These optimal schemes of modified chart are compared with the Double Sampling (DS) chart, suggested by Costa and Claro (2008). The performance of the chart is measured in terms of the average run length (ARL) that is the average number of samples before getting an out-of-control signal. Ultimately, due to the effect of autocorrelation among the data, the performance of the chart is suspected. The ARLs at various sets of parameters of the chart are computed by simulation, using MATLAB. The suggested optimal schemes are simpler schemes with limited number of parameters and smaller sample size (n = 4) and this simplicity makes them very helpful in quality control. The suggested optimal schemes of modified chart are compared with the Double Sampling (DS) chart, suggested by Costa and Claro (2008). It is concluded that the modified chart outperforms the DS chart at various levels of correlation (Φ) and shifts in the process mean. The simplicity in the design of modified chart, makes it versatile for many industries.
    TQM Journal 06/2015; 27(4).
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    ABSTRACT: Purpose - Despite the potential benefits of total quality management (TQM) articulated by quality experts and practitioners, these benefits are not easy to achieve in practice. Many service industries have found difficult to implement TQM successfully. The present study investigates and categorizes the barriers to a successful implementation of TQM program in the service industry. The aim is to understand TQM barriers and prioritize their relative importance by ranking them in the service industry. Design/methodology/approach - Based on previously published literature on TQM barriers in service industry and after discussions with quality experts, this study utilizes a set of twelve barriers to TQM as identified by the authors of TQM barriers to accomplish the objectives of the present study. The twelve barriers were divided into three categories. These barriers were prioritized and ranked using an analytic hierarchy process (AHP) approach, a multi criteria decision-making (MCDM) process. Findings - In this research, the category ‘Managerial Issues’ was found to be the most important, followed by ‘People-Oriented Issues’ and ‘Organizational Issues’ based on their priority weights. The results have also highlighted that the barrier ‘Lack of Communication’ was the most significant among all the other barriers. It was followed by ‘Lack of Top-management Commitment’, ‘Employee’s Resistance to Change’, and ‘Lack of Coordination between Departments’. The least significant barrier was ‘High Turnover at Management Level’. Practical implications - The study ranks the barriers, from the most important to the least important, which will allow managers and practitioners in the service industry to decide which barriers they need to pay attention to and work on for a successful implementation of TQM. Originality/value - The strength of this study is the development of a comprehensive model for the investigation and prioritization of barriers that the service industry experiences when implementing a TQM program. Presenting TQM barriers in the form of AHP-based model and categorizing barriers is a new effort in the area of TQM.
    TQM Journal 06/2015; 27(4).
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    ABSTRACT: Purpose - The aim of the research is to develop an idea on the next step in quality management, based on the experiences of the last 100 years. Methodology/approach - A literature review has been undertaken on the history of quality management so far and on trends for the near future. Based on these findings a model has been designed to describe different elements of quality management. A focus is on the human aspects, like vision on the employee, roles of the quality manager and the skills required. Findings - After the control, continuous improvement and commitment paradigm the time has come for a new paradigm based on the importance of the context. Originality/value - The paper provides more ins ight into the near future of quality management in times of emergent change. Keywords - Quality management, context, emergent change, adaptability Classification - Viewpoint
    TQM Journal 10/2014; 26(6):650-657.
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    ABSTRACT: Purpose ‐ The purpose of this paper is to delineate the factors responsible for the decline of total quality management (TQM) in the National Health Service (NHS). It is suggested that if these factors were initially identified and eliminated prior to implementation, the decline of TQM as a strategy for improving the provision and delivery of quality patient care could have been prevented. Design/methodology/approach ‐ The case study approach was chosen because it is the preferred method when "how" or "what" questions are being posed. It is applicable as is evident in this paper where the researcher has little control over events and when the focus is on a contemporary phenomenon within some real-life context. The case study enables the researcher to give an accurate rendition of actual events; it contributes uniquely to the knowledge of individual, organisational, social, and political phenomena. The semi-structured face-to-face interview constituted the main data collection technique of the research. Interviews were held with 23 quality management managers in the British NHS. The central focus of the interview was on "what" factors contributed to the rapid decline of TQM in the NHS. The respondents were chosen because they were directly involved with the implementation of TQM. They were in the vintage position to offer a full insight into the TQM initiative. The analysis of the case is based on Yin's analytic technique of explanation building. Findings ‐ The decline of TQM in the NHS could have been prevented if top executives in hospitals had adopted the sequential steps to quality improvement: In the authors opinion, to land a man on the moon needed a belief in the possibility and breakthrough in the attitudes that viewed space travel as pure science fiction as opposed to a practical reality, and so it should have been with TQM in the NHS. However, the attitude of many NHS managers was that TQM was all right for "other institutions" because "they need it" whereas in the NHS, "we don't". This negative attitude should have been overcome if TQM was to be accepted as a corporate, all encompassing philosophy. Research limitations/implications ‐ The limitation of the research may be the sample size of the respondents, which was limited to 23 quality managers that had hands-on experience and the leadership role to lead and implement TQM in the NHS. Future research may consider a broader sample size. It may also be considered for new research to use surveys to identify a broader set of reasons why TQM declined in the NHS. Practical implications ‐ This paper is the first constructive insight to determine reasons for the decline of TQM in the NHS from the individuals who had the sole responsibility for implementation. Any other, group would have amounted to hearsay. Therefore, to constructively delineate the reasons for failure, it was pertinent to learn from the quality managers directly and to ensure that the reasons was representative of their experiences with TQM. The practical implication is to prepare future managers about how to avoid failure. Originality/value ‐ The paper clearly suggests the systematic process required for effective implementation of TQM in a healthcare setting by identifying factors that must be avoided to ensure the successful and sustainable implementation of TQM.
    TQM Journal 08/2014; 26(5).
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    ABSTRACT: Purpose ‐ Most of the total quality management (TQM) programmes implemented in the printing industry fail to produce the intended benefit, because of the view that quality achievement is workers responsibility. The purpose of this paper is to examine the role management plays in the implementation of TQM programme in the Ghanaian printing firms. Design/methodology/approach ‐ The study employed mixed method in gathering relevant data. A cross-sectional survey questionnaire was given to 145 managers of registered members of Ghana Printers and Paper Converters Association, Southern Sector to assess the role management plays in TQM programme. Key informant interview was conducted among ten randomly selected production managers of printing firms to complement the survey data. Findings ‐ The study finds out that organizational performance (OP) is not significantly influenced by the level of commitment of top management in a printing organization. Rather OP is greatly influenced and determined by leadership styles of management and the quality policy which guides printing operations. Practical implications ‐ The Ghanaian printing industry can ensure better OP by considering the kind of leadership style exhibited in the firm and develop quality policy to guides printing operations and activities. No matter the level of commitment of organizational resources, if it is not back by a good leadership style and a quality policy, TQM initiative will not yield the intended result. Originality/value ‐ The study presents managerial issues and practices critical for successful TQM programme in the Ghanaian printing industry.
    TQM Journal 08/2014; 26(5).
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    ABSTRACT: Purpose ‐ The purpose of this paper is to investigate differences in personality and career satisfaction between quality managers and workers in other fields based on Person-Environment Fit theory. Design/methodology/approach ‐ Field study: personality and career satisfaction data for 965 quality managers were compared with those for a sample of over 85,000 individuals in many different occupations and employment settings using multivariate analysis of variance (MANOVA) and t-tests. Findings ‐ Quality managers were higher than other occupations in intrinsic motivation, tough-mindedness, and conscientiousness, but lower in career satisfaction, optimism, and assertiveness. Research limitations/implications ‐ This paper does not contain any longitudinal study; there is also a lack of some demographic variables, including race/ethnicity, job tenure, and career tenure. Practical implications ‐ The findings carry implications for career planning, recruiting, pre-employment testing, training, and helping quality managers navigate through their organizations and careers. Social implications ‐ Overall, the authors provide a personality profile of quality managers and show that many quality managers have lower career satisfaction than other occupations. Originality/value ‐ These findings provide an occupational profile of salient personality traits of QC managers which can be used in occupational classification, field identity, and career planning.
    TQM Journal 08/2014; 26(5).
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    ABSTRACT: Purpose ‐ In today's height of competition, business process management (BPM) is regarded as best practice management principle that can assist companies in sustaining competitive advantage. The purpose of this paper is to strengthen theory building of BPM in fostering sustainable competitive advantage based on dynamic capability theory. Design/methodology/approach ‐ BPM owes its existence to total quality management (TQM) and business process reengineering and has gained importance as an enabler to coordinate the intricacies of the organisations. Past researches on BPM have been largely conceptual using case studies with scarce evidence for theory building. Findings ‐ Based on the review of literature, the study of BPM can be studied based on dynamic capability theory. Originality/value ‐ The outcome of this paper would add value to theory building for BPM.
    TQM Journal 08/2014; 26(5).
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    ABSTRACT: Purpose ‐ The systematic implementation and assessment of corporate sustainable development is difficult in the absence of a structured approach. The existing management systems and frameworks do not provide a balanced approach to the management of the triple bottom line of sustainable development. The purpose of this paper is to explore the possibility of developing a sustainable development management system (SDMS) and provides a basic framework for such a system. Design/methodology/approach ‐ The paper reviews the approaches that can be employed to embody the various elements of a SDMS ‐ including underlying values, system requirements, continual improvement, and assessment approaches. Advantages and disadvantages of developing a SDMS are also reviewed. Findings ‐ Descriptive guidelines augmented by prescriptive requirements could provide a comprehensive guide to corporate sustainable development management and assessment through a hybrid approach. A basic structure for the descriptive guidelines, prescriptive requirements, and assessment approaches is provided. Practical implications ‐ The paper could provide a needed starting point for managers to structure their thinking related to their organisation's sustainability initiatives. Originality/value ‐ The existing systems and guidelines addressing sustainable development are characterised by several limitations. This paper provides a unique framework for corporate sustainable development that has not been addressed in previous publications.
    TQM Journal 08/2014; 26(5).
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    ABSTRACT: Purpose ‐ The purpose of this paper is to address the adoption of Lean-Kaizen approach to process improvement by the largest manufacturer of steering systems for passenger car and utility vehicle market in India. The company was facing severe liquidity crunch due to falling customer demand (25 percent lower than forecasted), rising cost of raw material and bank borrowing rates. In order to survive in such stiff scenario, the company systematically deployed Kaizen events and drastically improved their internal efficiency. Design/methodology/approach ‐ The study categorically illustrates the employment of value stream mapping (VSM) to target the areas for Kaizen improvement events. Current state VSM was developed to display the non-value-added activities in the existing assembly process. Future state VSM was proposed. After identifying root cause of wastes using 5 Why, three Kaizen events were proposed. Findings ‐ The current state VSM revealed cumulative inventory of 61 days in the entire process, long distances travelled by subassembly for final assembly (294 meters) and a high defect rate (879 parts per million). After modifying the assembly line using lean strategies, the company reduced its inventory levels by 66 percent, defect rate reduced by 32 percent and achieved other benefits such as reduced equipment, production staff and storage space. These reductions helped the company in saving the working capital and also contributed significantly to its profitability. Originality/value ‐ The study exhibits implementation of Lean-Kaizen approach for redesigning assembly line in an auto component manufacturing unit. The proposed lean strategies are considered to be highly valuable for manufacturer of steering for passenger cars and utility vehicles market.
    TQM Journal 08/2014; 26(5).
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    ABSTRACT: Purpose ‐ The purpose of this paper is to present the result from a study carried out at an organization, which has recently started applying Lean, to examine changes in the importance and presence of Lean values within the organization in relation to when different parts of the organization started to apply Lean. Design/methodology/approach ‐ A questionnaire was used at three different groups at a dental care provider. ANOVA was used to detect any differences in regards to the importance and practice of five Lean values in relation to time since the clinics started to apply Lean. Findings ‐ The study showed no difference between the three groups in relation to the stated importance of the values, something that could indicate that there is a commonly shared value base in the organization. The only difference that was statistically significant was with regard to the presence of the values "continuous improvement" and "supportive leadership" between Groups 1 (pilot, 18 month since starting to apply Lean) and 3 (not yet started to apply Lean). Research limitations/implications ‐ The research was conducted as one single study in one organization and further research should be done in other organizations and types of businesses. Practical implications ‐ The questionnaire can be used in organizations to put focus on cultural change when applying Lean both when it comes to practice as well as importance. Originality/value ‐ Traditional measures mainly focus on hard measurements when measuring the progress in applying quality initiatives such as Lean. This questionnaire can complement these traditional measurements and create a greater focus on the cultural changes in the organization.
    TQM Journal 08/2014; 26(5).
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    ABSTRACT: Purpose – The purpose of this paper is to explore loyalty and switching behavior among corporate energy customers in Italy. Thanks to the recent liberalization process, firms have now the opportunity to evaluate alternative energy providers and try to reduce their energy expenses. Nonetheless their switching rate in Italy is currently as low as 6.3 percent. Design/methodology/approach – The study is based on a cross-sectional analysis of the switching behavior of a sample of 110 Italian small and medium firms that purchase natural gas from a middle-sized natural gas supplier. Findings – The analysis emphasizes the role of price convenience (but not of dissatisfaction with the service provision) as a driver of the intention to switch to a new supplier. The negative impact of procedural and relational switching costs on the intention to switch emerges, as well. Research limitations/implications – The sample size was quite limited. Moreover participants were all customers of one natural gas supplier only. Practical implications – The findings highlight the need for gas service providers to focus on customer orientation and loyalty to stimulate customer loyalty and not just customer repurchases. Originality/value – Whilst a few studies have explored switching behavior and loyalty among private energy customers, this study investigates this issue among corporate energy customers.
    TQM Journal 04/2014; 26(3):300-307.
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    ABSTRACT: Purpose ‐ The purpose of this paper is to highlight the usefulness of financial information as a complementary tool for quality programs implemented in healthcare institutions and, subsequently, to introduce an approach to its systematic management. Design/methodology/approach ‐ This paper begins with a description of the current status of quality management in healthcare services, continues with a theoretical explanation of the importance of financial indicators for making decisions, and finishes with a practical example showing how to integrate financial data into healthcare quality programs. Findings ‐ Financial indicators play a key role in healthcare quality management systems (QMSs). These indicators can be managed jointly with traditional non-financial measures, through introducing minor adjustments to the ISO 9000 model. Research limitations/implications ‐ The approach presented in the second part of this paper was built based on theoretical arguments and on its use in industries other than healthcare. Hence, further research is needed to provide evidence of its practical application. Originality/value ‐ First, this work integrates disciplines which are usually managed separately, such as quality and accounting. Furthermore, it focusses on an industry such as healthcare, where QMSs are not highly developed.
    TQM Journal 01/2014; 26(4).
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    ABSTRACT: Purpose ‐ By utilizing the two most commonly used approaches to generate "best practice frontier" to estimate efficiency of observed units, the purpose of this research paper is to estimate technical efficiency for total population of 200 Slovenian municipalities for the 2011 fiscal year. Design/methodology/approach ‐ Stochastic frontier analysis (SFA) and data envelopment analysis (DEA) methods are used to estimate technical efficiency levels. Namely, the majority of studies have utilized these two "traditional" approaches. Since the advantages of one method often represent the disadvantages of the other method, the two methods have been selected to compare the results obtained on the technical efficiency levels. Findings ‐ The results suggest that mean technical inefficiency should be approximately 22-25 percent (SFA method), whereas DEA method suggests the inefficiency in the range 12-18 percent. The DEA approach also suggests that the paper has many more technically efficient units compared to the SFA estimates. Nevertheless, the SFA assessment has revealed that, although on average the inefficiency should be larger compared to the DEA assessment, more than one-third of municipalities should exhibit relatively low levels of inefficiency (less than 5 percent). Originality/value ‐ This study utilizes both parametric as well as non-parametric approaches to assess the technical efficiency, which is not very common in the empirical literature. Besides, it focusses on the local government efficiency in a post-socialist country.
    TQM Journal 01/2014; 26(3).
  • TQM Journal 01/2014; 26(6).
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    ABSTRACT: Purpose ‐ The purpose of this paper is to propose a set of process capability indices (PCIs) which are based on robust and agile statistics such that they may be applicable irrespective of the process status. Design/methodology/approach ‐ The four popular PCIs ‐ Cp, Cpk, Cpm and Cpmk ‐ are reconstructed to improve location and dispersion predictions by introducing robust estimators such as the median and the interquartile range. The proposed PCIs are sequentially evaluated in partitioned regions where fluctuations are inspected to be not significant. The runs test playing the role of a detector permits marking those regions between two consecutive appearances of causes that disrupt data randomness. Wilcoxon's one-sample test is utilized to approximate PCI's central tendency and its confidence interval across all formed partitions. Findings ‐ The Cpmk depicted the most conservative view of the process status when tracking the magnesium content in a showcased aluminum manufacturing paradigm. Cp and Cpk were benchmarked with controlled random data. It was found that the proposed set of robust PCIs are substantially less prone to false alarm in predicting non-conforming units in comparison to the regular PCIs. Originality/value ‐ The recommended method for estimating PCIs is purely distribution-free and thus deployable at any process maturity level. The advantageous approach defends vigorously against the influence of intruding sources of unknown and unknowable variability. Therefore, the predicament here is to protect the monitoring indicators from unforeseen data instability and breakdown, which are conspicuous in wreaking havoc in managerial decisions.
    TQM Journal 01/2014; 26(5).