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

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

2016 Impact Factor Available summer 2017
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

  • [Show abstract] [Hide abstract]
    ABSTRACT: For decades quality management has been developed based on the statistical techniques and quality improvement activities. This was achieved through better understanding of process control and economic cost design, which plays an important role in the statistical techniques and quality improvement activities. The integration of process control and economic cost design successfully reduced process output variability and improved process efficiency. In this paper, a review and recent works on the economic cost design, process control, and their applications are provided. Specifically, we summarise the related topics regarding the integrated process between process control and statistical techniques, explaining process controllers, process efficiency, and economic cost designs. The integration of process control and statistical techniques is shown as a research area and we promote further interest in its development and application in industry. A discussion of some research topics is also given, including future research topics.
    No preview · Article · Feb 2016 · Total Quality Management and Business Excellence
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    ABSTRACT: Burnout among emergency medical practitioners and personnel negatively affects career satisfaction and job performance and leads to a high prevalence of mental health issues, including anxiety, depression and suicide. This study investigates the relationship between the perceptions of burnout and job satisfaction for those working in emergency services in two public hospitals in Turkey. This study also examines the levels of burnout and job satisfaction in terms of gender, marital status, education and occupation. Participants in this study include 250 emergency service personnel. The Maslach Burnout Inventory Scale, which assesses emotional exhaustion, depersonalisation and personal accomplishment, and the Minnesota Satisfaction Questionnaire, which assesses internal satisfaction, external satisfaction and overall satisfaction, were used for data collection. The results of this study indicate that there is a significant relationship between burnout and job satisfaction. This study also shows that education, marital status and occupation affect burnout and job satisfaction. However, gender was also determined to have a significant effect on job satisfaction. Moreover, this study reveals that emotional exhaustion is a significant predictor of overall satisfaction, that emotional exhaustion and depersonalisation are significant predictors of intrinsic job satisfaction and that emotional exhaustion and personal accomplishment are significant predictors of extrinsic job satisfaction. Therefore, the results of this study suggest that emotional exhaustion is the significant regressor affecting job satisfaction.
    No preview · Article · Feb 2016 · Total Quality Management and Business Excellence
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    ABSTRACT: The aim of the study is to test the multi-dimensionality of perceived value in hospitals and to examine the direct or indirect relations between perceived value, patient satisfaction and patient loyalty in university hospitals in Turkey. In line with this objective, perceived value was assumed as a multidimensional structure and this structure was tested within the scope of the study. In order to achieve the aimed objectives in the study, a research model was tested on the data gathered from patients who received health services from a public university hospital in Ankara. According to our findings, all dimensions have significant effects on perceived value of patients in healthcare services. However, service quality, emotional value and professionalism have relatively more effects. Furthermore, it was determined that perceived value affected patient loyalty both directly and indirectly through customer satisfaction. Contributions of the study were discussed.
    No preview · Article · Jan 2016 · Total Quality Management and Business Excellence
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    ABSTRACT: The article traces the key enablers to improve the quality of higher education in all university-affiliated degree colleges in the North-East of India. The seven North-East Indian states, popularly known as ‘Seven Sisters’ are distinctly different from the other parts of the country in terms of the hostility of the geographic and socio-economic environment. As a pioneering attempt we have used the metrics of Measure phase under the Six Sigma Define Measure Analyze Improvement and Control (DMAIC) approach to identify the critically weak areas that need immediate attention in the higher education sector in a backward region. The study was conducted in two phases – Phase 1 determines the sampling plan. In the second phase of the study, using the Box plot technique, the study identifies the possible weak areas (sub-enablers) and weakest areas (critical domain) for improvement. In particular, while the entire North-East part of the country is characterised by adverse topography, a skewed rural-urban divide as well as erratic socio-political factors, tribal unrests, militant activities, our study focuses on providing a theoretical dimension to the abysmal quality and passing rates in such a hostile environment and suggested possible improvements.
    No preview · Article · Jan 2016 · Total Quality Management and Business Excellence
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    ABSTRACT: The purpose of this study is to explore the impact of e-service quality, perceived risk, and e-customer satisfaction on e-customer loyalty in an online insurance service. Data were collected from the policyholders of the online insurance services of non-life insurers in Taiwan and were analysed using in-depth interviews and questionnaires. Structural equation modelling was employed to examine the relationships posited in this study. Online services significantly enhance the efficiency of insurance markets and benefit policyholders by lowering transaction and information costs. The findings of this study are expected to provide important theoretical, managerial, and policy implications for non-life insurers’ websites management and design. This study can assist insurers in assessing their e-service quality performance, and provide a basis for researchers to further explore alternative methods of customer interaction that will assist in improving perceived risk, e-customer satisfaction, e-customer loyalty, and retention on online non-life insurers’ sites.
    No preview · Article · Jan 2016 · Total Quality Management and Business Excellence
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    ABSTRACT: This study explored, in detail, a comprehensively integrated framework for understanding the process of three types of consumer confusion (similarity, overload, and ambiguity confusion) linking the antecedents (stimuli and store knowledge) and the consequences (decision postponement and inertia) in the context of the Taiwanese convenience store. The simultaneous results reveal that similarity confusion mediates the relationship between the antecedent variables and the consequence variables, overload confusion only mediates the relationship between inefficient stimuli and the consequence variables, but a mediation effect of ambiguity confusion was not found in our model. The findings reflect the rational and irrational behaviour with regard to consumer confusion and provide managerial implications in designing such decision-making mechanisms that sales promotion of intense competition should focus on differentiated marketing strategies to deal with the similarity and overload confusion in the creation of store chain image and loyalty.
    No preview · Article · Dec 2015 · Total Quality Management and Business Excellence
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    ABSTRACT: This research proposes a model based on team climate theory to explain the development of team performance, proficiency, and proactivity in technology industries. In the model, team performance, proficiency, and proactivity are indirectly related to team climate that consists of politics, emotional regulation, and charisma via the mediation of cooperation and team efficacy. Empirical testing of this model, by investigating personnel from high-tech organisations, confirms the theoretical applicability of team climate across high-tech working groups. Based on the empirical findings, this research provides managerial implications and research limitations.
    No preview · Article · Dec 2015 · Total Quality Management and Business Excellence
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    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.
    No preview · Article · Dec 2015 · Total Quality Management and Business Excellence
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    ABSTRACT: Since the performance excellence mode (PEM) was officially introduced in China in 2004, governments at various levels then promoted enterprises to implement PEM by establishing the ‘Government Quality Award’. Analysing the economic benefits brought by the Quality Award in the Chinese context can promote governments and enterprises to continue improving PEM, resulting in practical significance. Considering the 110 enterprises in 16 cities which have been awarded with the Anhui Provincial Government Quality Award and Municipal Government Quality Award as a sample, the paper finds the benefit–cost ratio of award-winning enterprises is 730.57:1 by a counterfactual method, and governments in Anhui Province have invested CNY 39.067 million since they established the Governmikent Quality Award, which has stimulated enterprises to invest CNY 215.5939 million. If the Government Quality Award was not promoted, enterprises would have to invest CNY 951.1675 million to achieve the same performance. The results provide evidence of the powerful effect of the Government Quality Award in China and suggest that governments which play important roles in the economy field should promote Quality Award projects continually.
    No preview · Article · Nov 2015 · Total Quality Management and Business Excellence
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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.
    No preview · Article · Nov 2015 · Total Quality Management and Business Excellence
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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.
    No preview · Article · Nov 2015 · Total Quality Management and Business Excellence