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Excellence models beyond total quality management: inception, thematic structure and forthcoming paths
Total Quality Management & Business Excellence
Abstract
This article aims to uncover the inception, thematic structure, and forthcoming paths of excellence models (EMs) research and to shed light on the relationship between EMs and total quality management (TQM). We analysed 950 empirical articles from 1989 to 2022, published in 396 scientific journals indexed on Clarivate Analytics Web of Science Core Collection™ and Scopus, from all subject categories. We used content analysis, regression, citation, co-citation, and co-occurrence of research topics. The results unveiled the foundational clusters, current thematic streams, and forthcoming paths constituting EMs’ autonomous research structure. They also show that most researchers look to EMs as independent management instruments beyond TQM. This article helps researchers of different fields to investigate EMs efficiently and reliably since it identifies research trends and forthcoming paths, along with the most relevant authors, journals, and articles on EMs subjects. It enables managers to utilise EMs more effectively and evolve towards innovative training approaches to meet sustainable development challenges. This article is the most comprehensive bibliometric analysis and integrated systematic literature review of EMs research. It is also the first study to investigate EMs as a stand-alone research subject adding knowledge to its relationship with TQM and discovering latent and emerging research topics.
... Performance improvement usually considers the so-called Management Excellence Factors (MEFs). These MEFs are related to the approaches of organizations to adapt to constantly changing environments and can imply the success or failure of SMEs (Thompson & Yujun, 2003;Laí et al., 2016;Oliveira & Gomes, 2024). The identification of MEFs associated with organizational performance is usually carried out through the so-called Management Excellence Models (MEGs). ...
... Edwards Deming for his contribution to the development of the quality of Japanese products in the post-World War II period (Oliveira & Gomes, 2024). In the 1980s, the growth of Japanese industries attracted the attention of the US government. ...
... In the 1980s, the growth of Japanese industries attracted the attention of the US government. The US response was to encourage the search for a set of concepts that would guide its organizations to become competitive in relation to the threat from Japan (Oliveira & Gomes, 2024). In the mid-1980s, the Malcolm Baldrige National Quality Award (MBNQA) administered by NIST emerged (Rawabdeh et al., 2022). ...
Objetivo: Identificar os Fatores Gerenciais de Excelência (FGEs) e o grau de maturidade, produtividade e competitividade da gestão associados ao desempenho financeiro das Micro e Pequenas Empresas (MPEs) da cidade de Barretos (SP). Metodologia: A pesquisa é quantitativa e explora duas bases de dados das MPEs: i) Documental: Cadastro do Serviço Brasileiro de Apoio às Micro e Pequenas Empresas (SEBRAE) de Barretos; ii) Survey: Aplicação do questionário MEG da Fundação Nacional da Qualidade (FNQ). Uma análise descritiva dos dados de 200 MPEs pertencentes a diferentes segmentos (Serviços, Indústria, Comércio e Construção Civil) e testes estatísticos (Qui-quadrado de Independência e Regressão Logística Binária) são realizados utilizando o software Minitab®. Relevância: A mortalidade das MPEs antes dos quatro anos aproxima-se de 77,9% no Brasil. Entretanto, as MPEs representam cerca de 93,6% das empresas privadas do Brasil. A literatura, para compreender os FGEs das MPEs, tem empregado o Modelo de Excelência da Gestão (MEG) de “Classe Mundial”. Porém, poucas pesquisas utilizam MEGs para analisar o impacto dos FGEs no desempenho das MPEs. Esta pesquisa satisfaz essa lacuna ao realizar um maior aprofundamento à compreensão da aplicação dos MEGs e suas relações com o desempenho financeiro das MPEs. Principais resultados: As análises mostram que os fatores “Pessoas”, “Processos” e “Liderança e Inovação” impactam positivamente no desempenho financeiro das MPEs (valor-p < 0,05). Além disso, os principais fatores sociodemográficos são a “Escolaridade” e as “Experiências com Empreendedorismo” (valor-p < 0,05). As conclusões evidenciam o uso do MEG como subsídio para o desenvolvimento de políticas para as MPEs. Principais contribuições: A maior parte da literatura sobre MEGs foca nas grandes organizações e não nas MPEs. Neste sentido, esta pesquisa apresenta respostas sobre quais os principais fatores que potencializam a maturidade da gestão e o desempenho financeiro das MPEs. Portanto, esta pesquisa contribui para a compreensão dos padrões de excelência de gestão e para o desenvolvimento de estratégias mais eficazes à melhoria do desempenho financeiro e competitividade das MPEs.
... Prior literature used bibliometric analysis to comprehensively review the field of TQM (Oliveira and Gomes, 2024;Xiao et al., 2022;Chen et al., 2022;Zhang et al., 2021;Lee and Hew, 2018). For instance, Lee and Hew (2018) examined TQM studies retrieved from the WOS from 2006 to 2015 and found that TQM is not a fading trend. ...
... Singh and Arora (2023) conducted a review study of TQM from 2008 to 2021 and data gathered from one Scopus index journal. Oliveira and Gomes (2024) reviewed to shed light on the association between excellence models and TQM from 1989 to 2022. Finally, Xiao et al. (2022) performed TQM review research from the COVID-19 pandemic perspective. ...
... For instance, Jiang et al. (2024) adopted a bibliometric approach to systematically analyze the trends of QM articles published in one journal from 1990 to 2022. Likewise, Oliveira and Gomes (2024) adopted the bibliometric technique to analyze the association between excellence models and TQM from 1989 to 2022. Mahajan et al. (2023) used the bibliometric method to identify the pattern between inventory management and TQM practices, and their effects on firm performance from 1993 to 2021. ...
Purpose: The shifting and growing tendencies of total quality management (TQM) research are spotlighted in an era of digitization and Industry 5.0. Whether TQM is a fad or a sustainable approach is a topic of continuous discussion among researchers. Thus, the purpose of this study is to comprehensively analyze the body of literature on TQM in the manufacturing industry and advocate areas for further research.
Design/Methodology: A “systematic literature network analysis” (SLNA) approach is used to accomplish the research goals. It combines bibliometric analyses and a thorough literature review. A corpus of 204 studies from 1987-2022 is finalized from the Web of Science and Scopus databases. To further enrich the findings, the “TCCM (theory, context, characteristics, and methodology)” framework is applied. The Biblioshiny through R-Studio is used to perform the bibliometric analysis.
Results: The bibliometric results show that TQM is not a fading phenomenon in the manufacturing industry. The findings indicate that TQM studies gained considerable attention in developed economies and need more focus in emerging and developing economies.
Originality/value: The review uses evolving theoretical frameworks with a variety of characteristics and advanced analytical techniques, taking into account prior research findings, and outlining the agenda for future study in the context of understudies.
... There is also a need to identify the outcomes of digital capabilities (Wielgos et al., 2021) and their relationship with excellence practices. Therefore, there is a need to study the dimensions of a digital transformation culture that contributes to sustainable development (Dantas et al., 2021;Isensee et al., 2020) and to identify how excellence practices can be instruments to achieve high levels of sustainable development while at the same time, organizations are committed to digital transformation (Oliveira & Gomes, 2024). ...
Competing in the global market requires organizations to change rapidly, addressing both digital transformation and sustainable development challenges. This study uncovers new relationships and critical factors, enriching current knowledge and guiding future research on how digital transformation enhances sustainable consumption and production (Sustainable Development Goal 12 [SDG12]) success. It identifies key factors that enhance or inhibit these relationships by combining structural model and necessary conditions analysis. The findings reveal that organizations must excel in digital capabilities directly and through excellence practices to achieve SDG12 success. ISO 14001 further strengthens the impact of digital transformation and excellence practices on SDG12. The results empirically demonstrate what European Foundation for Quality Management (EFQM) and American Society for Quality (ASQ) advocate: excellence practices are a tool for sustainable development. This study adds both to the literature and practice on the relationships between digital transformation, excellence models, and sustainable development and how these relationships are influenced by ISO standards.
... There is a need to identify the outcomes of digital transformation capabilities (Wielgos et al., 2021) and their relationship with excellence models. It is necessary to identify how excellence models can be used as instruments for organisations to achieve high levels of sustainable development while simultaneously being committed to digital transformation (Oliveira and Gomes, 2024 To answer the research question, this study takes a contingency perspective of the resource-based view theory approach (Wiengarten et al., 2013) to analyse the relationships in the following research framework (Figure 1). ...
Purpose
This study explores how excellence models can leverage digital transformation on the path to sustainable development in organisations.
Design/methodology/approach
A survey was used to study the different facets of digital capabilities and their impact on sustainable development success of organisations holding an external recognition from the European Foundation for Quality Management (EFQM). Partial Least Squares structural equation modelling (PLS-SEM) combined with Necessary Condition Analysis (NCA) were used to analyse data.
Findings
Internalising excellence practices is decisive in mediating effective digital capabilities to achieve sustainable development. To achieve high levels of sustainable development success, organisations must achieve high levels of excellence practices internalisation, which are much more important than the excellence model external recognition.
Research limitations/implications
This study addresses essential issues with theoretical and practical value but is limited to a sample of organisations with EFQM recognition in two countries. Future studies should address different organisations and cultural environments.
Practical implications
The findings are relevant for organisations facing digital transformation and sustainable development challenges. They are essential for managers leveraging digital capabilities to capitalise on practices and processes and achieve Sustainable Development Goals. Organisations can benefit from a multidimensional approach to digital capabilities when struggling against external challenges.
Originality/value
This study closes a research gap regarding the impact of digital capabilities on sustainable development success. It is the first empirical study to combine sufficiency and necessity conditions analyses to explore the mediating role of excellence practices internalisation and one of the first to address digital capabilities from a multidimensional perspective.
Purpose
This paper proposes an evaluation approach for analyzing excellence management practices at a regional level based on experts’ assessment.
Design/methodology/approach
Using the National Quality Foundation’s Management Excellence Model (MEG), 19 management excellence practices were identified and tailored for small- and medium-sized industries (SMIs). Data were collected through a survey with 25 experts who assessed these practices in the context of Brazilian manufacturing SMIs. The analysis utilized Fuzzy TOPSIS Class (FTC), and a sensitivity analysis was also conducted.
Findings
The proposed evaluation approach integrates a reference model for management excellence (MEG), an analysis method incorporating uncertainty (FTC), and results that enable decision-makers to make well-informed choices. Of the 19 practices assessed, 15 were classified as “unacceptable,” while four were rated as “regular,” and none as “expected.” Key challenges relate to practices in information security, knowledge, innovation and change management.
Research limitations/implications
The study’s primary limitation is the use of non-probabilistic sampling and its focus on the Brazilian context. However, the extensive knowledge and experience of the experts in manufacturing SMIs and the need for studies addressing specific regional contexts should be noted.
Practical implications
The findings reveal a significant gap between ideal management practices and the actual state of SMIs, especially in emerging markets.
Originality/value
This research introduces a novel approach that combines a reference model tailored for SMIs with a multicriteria decision-making method, offering valuable insights for decision-makers and guiding future research.
Teknolojinin durmaksızın geliştiği günümüz dünyasında, yazılım teknolojileri de sürekli olarak evrilmekte, dönüşmekte ve iyileşmektedir. Kurumlar için mevcut teknolojiler zamanla yetersiz kalmakta, sektörün hizmet ve fiziksel gereksinimleri artan bir hızla tüketilmekte ve daha fazlası talep edilmektedir. Teknolojinin kolaylaştırdığı işlemler hızla benimsenmekte ve zamanla normalleşmektedir. 2019 yılında yaşanan pandemi süreci, özellikle teknoloji odaklı kurumlar için, işlerin fiziksel bir ofis ortamı olmadan da yürütülebileceğini göstermiş ve bu çalışma şekli artık vazgeçilmez hale gelmiştir. Bu çalışma, işletmelerin kalite ve sürekli gelişim hedeflerine ulaşmalarında Toplam Kalite Yönetimi (TKY), Kaizen ve Entegrasyon Süreçlerinin birbiriyle ne derece sıkı bir ilişki içinde olduğunu tartışmayı amaçlamaktadır. TKY, Kaizen ve Entegrasyon kavramlarının işletmelerin sürekli gelişim ve kalite odaklı hedeflerine ulaşmada birbirleriyle sıkı bir bağ içinde oldukları öngörülmektedir. Bu çalışma, bu üç kavramın işletmelerin kalite ve sürekli gelişim hedeflerine ulaşmalarında nasıl önemli bir rol oynadığını ve aralarında nasıl sıkı bir ilişkinin bulunduğunu ortaya koymaktadır.
Despite its roots in environmental discussions, sustainability has become a critical term influencing every aspect of organisations. As human-oriented institutions, universities have also embraced the ‘sustainable development’ concept on the quality of their internal and external services. Two overarching questions are most important for university managers to strategically guide sustainable quality development in their institutions: Which strategies do university managers adapt to construct a “sustainable quality management” structure in their universities? and how are these adapted strategies related to different aspects/components of universities? In response, we employed a Systematic Literature Review (SLR) protocol to analyse the existing studies in the related literature. During the systematic review, we followed five steps sequentially: i) defining the research question(s), ii) setting inclusion–exclusion criteria, iii) recording eligible studies, iv) quality overview of selected studies, and v) discussing prominent results. To integrate the results, we benefitted from five enablers in the European Foundation for Quality Management (EFQM) model and the sub-sections given in the European University Association’s (EUA) institutional evaluation reports. The results revealed that the initial steps for university leadership to establish a ‘Sustainable Quality Management’ system are integrating a sustainable quality approach to the main strategy document, and then motivating their staff to participate in and enrich the reform-level cultural changes in their universities. This study also discusses the strategies adapted to sustain quality development in universities’ teaching, research, societal services, and internationalisation practices.
ISO Standards provide a minimal benchmark for organisations to achieve accreditation or certification and maintain compliance to the core elements of the standard. These standards assist organisations in establishing and maintaining a quality management system. Business Excellence models are integrated collections of proven activities for how an organisation should operate to pursue excellence or world-class performance and sustainability. The focus is on the customers and internal processes to meet customer expectations. The pursuit of ISO compliance and business excellence are interrelated, synergistic and will lead to common approaches for progress and sustainability if well managed. Embracing quality assurance systems, tools of organisational excellence and benchmarking against the best international standards and practices are essential for businesses operating in a global community. The Royal College of Pathologists of Australasia Quality Assurance Programs Pty Ltd has long been a compliance-driven organisation, but more recently embraced the pursuit of business excellence by adopting the Australian Business Excellence Framework. These two approaches to quality management and continual improvement are compared and the value of incorporating both approaches is explored.
Research in quality management has provided new insights and directions on how to incorporate quality principles into organizational, operational, and policy decisions. However, most research into quality management has focused on manufacturing firms, which differ from service organizations in their structural and organizational characteristics, thus limiting the value of the findings for service organizations and highlighting the need for further research to assess quality practices in service organizations. In addition, whether quality management practices can provide sustainable quality results for service organizations is overlooked in the literature, primarily due to the lack of availability of reliable and valid data. This had led to inconsistent research findings, which limits theory development and managerial relevance of quality management for service organizations. Building upon the contingency theory of quality management, we examine the determinants of quality results in service organizations and determine the magnitude of the impacts of quality excellence programs on customer satisfaction and operational results in service organizations on a more detailed level. We use repeated cross-sectional data of 16 years from the Baldrige Quality Award program. The results show that
information, analysis, and knowledge management
is a significant predictor of
quality and operational results,
and
management of process quality
and
human resource (HR) management
significantly influence
customer focus and satisfaction,
controlling for the firms’ year. We also find that HR management has the strongest impact on customer focus and satisfaction in service organizations, followed by the management of process quality
.
In addition, the quality and operational improvements resulting from quality management implementation diminish over time in service enterprises. This article provides insights for service organizations and policymakers to enhance service quality and operational performance in service organizations.
This study aimed at explaining the effective indicators on human resource productivity for organizational excellence with an emphasis on quality and entrepreneurship. It is mixed research and descriptive-survey. The statistical population for compiling the indicators is the management specialists of the employees of Kerman organizations for evaluation. Data were analyzed using structural equation modeling and exploratory factor analysis. Research findings show that EFQM and entrepreneurship have a significant impact on manpower productivity management. Entrepreneurship also has an increasing and significant effect on EFQM. Therefore, by strengthening the indicators affecting the productivity of human resources and by emphasizing quality and entrepreneurship, we can take a step towards organizational excellence.
Academic management is an important activity in managing a university. Failure in managing academic and student affairs can void a university credibility and program accreditation by MQA. Ineffective management approach will halt the university’s progress in achieving the academic excellence and creating Society 5.0. To overcome the issue, various approaches can be applied and one of them is the Malcolm Baldrige National Quality Award (MBNQA) approach which includes six important elements in management. Malcolm Baldridge model emphasizes Leadership role, Strategic Management, Customer Focus, Data Measurement, Human Resource Focus and Work Process in order to improve organizational performance (Result). However, there is a question on what factors should be given the priority in ensuring excellence in organizational management. Therefore, this study has been conducted in order to see what is the main factor among these six elements in MBNQA approach that is considered more important in achieving organizational goals. A sample of study have been conducted on 129 staffs in Universiti Teknologi MARA Kelantan Campus (UiTMCK). Hypothesis testing revealed that 5 out of 6 factors of management elements are having a positive relationship. While IPMA analysis shows that the Human Resource Focus is the most important factor, followed by Data Measurement, Work Process Focus and Customer Focus factors that influence the effectiveness of organization. Leadership factor gained the highest performance despite its less importance compared to other factors in IPMA analysis. Keywords: Academic management, Customer focus, Data management, Malcolm Baldrige, Leadership, IPMA.
Purpose
This study aims to explore if the application of the customer results criteria contained within the King Abdullah II Award for Excellence (KAIIAE) is correlated with high levels of patient satisfaction within a large hospital based in Jordan.
Design/methodology/approach
Using a mixed methodology, supported by a pragmatist theoretical approach, a satisfaction survey was conducted with patients accessing the hospital as an in-patient across a range of specialities gathering feedback about different aspects of their care. The results were compared with a self-assessment completed by different speciality teams about the existence and maturity of customer result arrangements implemented as a result of the (KAIIAE).
Findings
The findings confirmed that quality awards such as the KAIIAE can effectively be applied in a health-care setting and can help provide a framework for improving patient experience and satisfaction. A correlation was found with those specialties that self-assessed themselves more highly in terms of these arrangements and the overall levels of patient satisfaction with that specialty, suggesting that the products of working towards the KAIIAE such as establishing effective patient experience monitoring arrangements and improved learning from complaints, has a positive impact on patient satisfaction.
Originality/value
There are limited studies which focus specifically on customer results and on the use of the KAIIAE more generally. This study therefore makes a valuable contribution in adding to the debate about the strategic value of working towards formal quality improvement models and awards in health-care settings.
Purpose:
The purpose of this paper is to examine how sub-criteria of the EFQM model is structurally connected and influence each other. This paper also tries to find the underpinning logics in the EFQM model.
Design/methodology/approach:
The study uses the empirical methodology based on assessment scores of 58 different organizations to gauge the underlying structure, develop the construct, and establish interlinkages among the various sub-criteria in the EFQM model. Statistical analysis is used to find the impact on results and cross influencing of criteria at the sub-criteria level. The factorial analysis is carried out using the DOE technique to create factorial plots for result categories (customer results, people results, society results, and business results). The approach is to unravel (a) the role played by each sub-criterion of the model, (b) the effects of sub-criteria on the results of the EFQM model, and (c) the influence of sub-criteria on the managerial aspects of the model in an organizational context.
Findings:
The EFQM sub-criteria are categorised as promoters, proponents, defenders, or detractors based on their impact on the results and cross-influence on each other. The study unfolded seven sub-criteria positively impacting the results and one sub-criterion negatively impacting the results if not handled properly. Out of 32 sub-criteria, nine sub-criteria are influencing more than six other sub-criteria.
Originality:
The paper investigates, for the first time: (a) the role played by each sub-criteria of the model; (b) the relationships that are produced between these sub-criteria on the EFQM results and (c) identify how such sub-criteria would influence the managerial aspects of the model in an organizational context. This research develops underlying logics in the EFQM model using DOE factorial methods for overcoming the multi-collinearity.
Many organizations measure and assess organizational perfor-mance as a strategy to improve competitiveness globally, the Mal-colm Baldrige National Quality Award (MBNQA) is a prestigious award regarding quality management created in the USA. This pa-per reviews 50 journals on MBNQA from various countries and found that about 48% of researchers use the Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) approach to measure organizational performance. We also compare MBNQA with other quality awards such as the European Foundation for Quality Management (EFQM) and the Deming Prize to illustrate what criteria we can use in improving Business Excellent Models (BEM). In the future, we will combine this TQM with the development
of the Industrial 4.0 era to get a new model for assessing organizational.
Purpose
This study examines whether certification improves the dimensions of total quality management (TQM) and whether the impact of certification is similar across companies of different sizes and industries. The benefits of certification for companies have been widely discussed in recent years. The general debate has been partly marked by the dispute about whether companies will benefit more from certification or the implementation of TQM. This debate has led to numerous studies on the benefits of certification; however, few studies simultaneously have examined traditional TQM issues and the requirements of the new quality standard, ISO 9001: 2015, as well as the updated European Foundation for Quality Management (EFQM) criteria.
Design/methodology/approach
This study was conducted via a survey of Finnish SMEs and covered both industrial and service companies. The study comprehensively compared industrial companies with service companies and small companies with medium-sized companies.
Findings
In industrial and small enterprises, certification clearly has a positive effect on the dimensions of TQM, but a similar effect was not observed in medium-sized enterprises or in the service sector.
Originality/value
This is one of the first studies to examine the effect of certification on TQM in different types of SMEs while simultaneously considering EFQM and ISO 9001:2015 in Finland. The significant originality of this research lies in the formation of a comprehensive research framework for the dimensions of TQM.
Purpose
The purpose of this study is to find out the reasons why companies achieve different results in following different business excellence (BE) models. This has been done using a case study method, selecting to illustrate the actions taken and the results achieved by two role model companies, one following the Malcolm Baldrige model (MBM) and the other following the European Foundation for Quality Management (EFQM) model.
Design/methodology/approach
The research design adopted is as follows: examine the literature of Total Quality Management (TQM) and BE, with specific reference to practices and happenings in Indian industry, to identify the key themes; analyse the research questions RQ1and RQ2 as mentioned above, using the learnings from the literature survey in a qualitative way. The analysis is done using chronological developments in TQM, BE and linking them with the happenings in Indian industry in a cause–effect way; develop a “source to sink” framework to track the various actions implemented by companies to drive BE in their quest to performance excellence, and to analyse the root causes for the success of the actions; illustrate the conclusions through two case studies, of two different companies from India, on the varied results achieved from following two different BE models, one, the MBM by Tata Steel, and, two, the EFQM by BHEL, both award-winning companies, for instilling “excellence” in performance; and develop a model to correlate the observations from the companies using two constructs, identifying latent variables and actions that have been taken to address the outcomes of the variables.
Findings
The findings show that the actions taken by the companies are different, under the two models. The reasons for these different actions have been described, and the impact of these on the latent variables and outcomes have been tracked. There are six reasons why the results are different.
Research limitations/implications
The study has highlighted the efforts by two role model companies. These are “comparisons of the best in the business” in their respective industries. However, one needs more studies to verify and establish whether the six reasons described are the ones which are most impactful. More companies need to be studied, and, based on the outcomes, one can establish the “best choice of the BE model” for Indian companies.
Practical implications
The results of the study show that using different BE models can affect the results. A non-optimal choice may lead to longer time and lower results.
Social implications
Excellent companies are sustainable, which means that they eliminate waste, operate in an environmentally friendly manner and address social issues. Speedily achieving excellence can lead to faster use of sustainable operations.
Originality/value
The work is original in the following ways: data collection through assessment teams; experience through personal engagement; identifying six reasons and two constructs which could lead to different results.
Purpose
This paper compares three business excellence models (BEMs): Baldrige criteria for performance excellence (BCPE), European Foundation for Quality Management (EFQM) model and Deming Prize (DP) model, representing American, European and Japanese excellence models, respectively. These models are compared in terms of contents, scope, orientation, emphasis and administration.
Design/methodology/approach
Using an inductive-deductive approach, the paper identifies and compares the contents, core values, unique features, points of emphasis and the overall approach of these models.
Findings
Significant differences exist in these models, and that none of these models is perfect. Overall, the BCPE is results-oriented, mainly economic-focused, explicit in presenting requirements and better structured. The EFQM model provides an augmented focus on sustainability, stakeholder engagement and inclusivity. The DP model is an internally oriented TQM model that focuses on processes improvement as a means to excellence.
Practical implications
The findings can guide managers regarding what they should expect from the application of excellence models and make better decisions regarding the choice of excellence models. Further, these findings can provide a foundation for updating the excellence models.
Originality/value
This paper stands alone as a qualitative comparison of BEMs in terms of contents, scope, administration and emphasis on excellence related matters.
In this article, we argue that integrative literature reviews are among the most useful vehicles for advancing knowledge and furthering research in a topic domain. Integrative literature reviews are strongly anchored in a representative description of a field, but add new insights via a critical analysis and synthesis of the field’s literature. Based on this definition, we explicate the ways that scholars can (1) define the ‘space’ for an integrative review (i.e., how they can justify and bound an integrative review), and (2) synthesize insights gained from the review to develop a new perspective or point of view on the literature. We illustrate these points with several of the most highly‐cited manuscripts published in the Academy of Management Annals. Finally, we close by arguing why these points make integrative reviews most useful for advancing knowledge and furthering research in the area of management.
Purpose
The purpose of this study is to clarify the relationship between getting quality awards by companies and their financial performance in Iran's business.
Design/methodology/approach
In the first step, the relationship between awards scores and financial performance by canonical correlation analysis was examined. Then, binary and multinomial logistic regression was used to determine the degree of impact of each financial performance measure on getting quality awards. Finally, two forecasting functions were explored: the probability of achieving quality awards and the probability of achieving different levels of these awards.
Findings
Based on the analyzed data of 112 companies through canonical correlation analysis, there was a weak relationship between financial performance and getting quality awards. Also, by using logistic regression, no result was found to prove the impact of financial performance measures on getting Iran's national quality awards. It can be concluded that conceptually, deployment of excellence organizational models will not result in favorable outcomes, especially in the financial scope. Also, practically, excellence models have not been well deployed in Iranian companies, or these models do not fit to Iran's business environment. Organizational culture may not be consistent with quality.
Originality/value
Quality awards are given to qualified companies following the establishment of models of excellence such as the European Foundation for Quality Management (EFQM). The main novelty of this research is to clarify the relationship between getting quality awards by companies and their financial performance in Iran's business.
Reviewing a body of work presents unique opportunities for making a theoretical contribution. Review articles can make readers think theoretically differently about a given field or phenomenon. Yet, review articles that advance theory have been historically under‐represented in Journal of Management Studies. Accordingly, the purpose of this editorial is to propose a multi‐faceted approach for fashioning theoretical contributions in review articles, which we hope will inspire more authors to develop and submit innovative, original, and high‐quality theory‐building review articles. We argue that advancing theory with review articles requires an integrative and generative approach. We propose a non‐exhaustive set of avenues for developing theory with a review article: exposing emerging perspectives, analysing assumptions, clarifying constructs, establishing boundary conditions, testing new theory, theorizing with systems theory, and theorizing with mechanisms. As a journal, Journal of Management Studies is a journal of ideas – new ideas; ideas drawn from reflections on extant theory and ideas with potential to change the way we understand and interpret theory. With this in mind, we think that advancing theory with review articles is an untapped source of new ideas.
Purpose
The purpose of this paper is to address a perennial question regarding the importance of soft total quality management (TQM) as part of the TQM implementation process – a topic that has been significantly understudied. Specifically, the authors address previous calls in the literature for stressing the soft aspects of TQM and for drawing a critical success factor (CSF) list that is formulated on the basis of empirical research instead of theory.
Design/methodology/approach
This is a comparative qualitative case study of three manufacturing SMEs combining empirical data from in-depth, semi-structured interviews with a large variety of stakeholders – from top managers to shop-floor workers, site visits and observations.
Findings
The study identifies 12 soft CSFs, and while most of these factors have been well-documented in the literature (e.g. top management involvement and leadership), the authors show evidence for the existence of other soft constructs that have not been considered or have been given little importance previously (i.e. middle management involvement and support, reward and recognition, CSR focus).
Research limitations/implications
The study fills two major gaps in the (T)QM literature. First, it enriches the understanding of TQM implementation among Japanese SMEs. Second, it addresses the importance of soft TQM as part of the TQM implementation process.
Practical implications
This paper provides company owners and managers with valuable knowledge that may assist their organisations in the pursuit of business excellence including higher product quality and employee satisfaction.
Originality/value
To the authors’ knowledge, this is the first (international) study to investigate TQM implementation within the context of Japanese SMEs.
The European Foundation for Quality Management (EFQM) Excellence Model is popular to measure service quality. However, to determine the enablers of EFQM's current implementation level across the construction industry, it should be adjusted for different development demands and interests to be useful in different environments. This study used the judgment sampling method to distribute 1250 questionnaires containing the EFQM results and DECMOR scale. The average score methods and the entropy weight method were used to analyze the collected data. This article presents the Market Oriented EFQM (MOEFQM) model, that combines the Developing Country Market Orientation (DECMOR) scale and Growth Management Model (GMM) and the EFQM model to analyze the overall implementation level of market-oriented quality management in the construction industries of developing countries. The model is demonstrated in a case study of 120 construction firms in Xi’an, Beijing and Shanghai, China, concluding that the current market-oriented growth of the firms is still in the second phase of quality management and identifying the main influencing factors that need to be prioritized in embarking on the next phase of development. The framework has the potential for analyzing the main factors influencing general growth in quality management in other industries and localities.
Despite citation counts from Google Scholar (GS), Web of Science (WoS), and Scopus being widely consulted by researchers and sometimes used in research evaluations, there is no recent or systematic evidence about the differences between them. In response, this paper investigates 2,448,055 citations to 2299 English-language highly-cited documents from 252 GS subject categories published in 2006, comparing GS, the WoS Core Collection, and Scopus. GS consistently found the largest percentage of citations across all areas (93%-96%), far ahead of Scopus (35%-77%) and WoS (27%-73%). GS found nearly all the WoS (95%) and Scopus (92%) citations. Most citations found only by GS were from non-journal sources (48%-65%), including theses, books, conference papers, and unpublished materials. Many were non-English (19%-38%), and they tended to be much less cited than citing sources that were also in Scopus or WoS. Despite the many unique GS citing sources, Spearman correlations between citation counts in GS and WoS or Scopus are high (0.78-0.99). They are lower in the Humanities, and lower between GS and WoS than between GS and Scopus. The results suggest that in all areas GS citation data is essentially a superset of WoS and Scopus, with substantial extra coverage.
Systematic reviews are characterized by a methodical and replicable methodology and presentation. They involve a comprehensive search to locate all relevant published and unpublished work on a subject; a systematic integration of search results; and a critique of the extent, nature, and quality of evidence in relation to a particular research question. The best reviews synthesize studies to draw broad theoretical conclusions about what a literature means, linking theory to evidence and evidence to theory. This guide describes how to plan, conduct, organize, and present a systematic review of quantitative (meta-analysis) or qualitative (narrative review, meta-synthesis) information. We outline core standards and principles and describe commonly encountered problems. Although this guide targets psychological scientists, its high level of abstraction makes it potentially relevant to any subject area or discipline. We argue that systematic reviews are a key methodology for clarifying whether and how research findings replicate and for explaining possible inconsistencies, and we call for researchers to conduct systematic reviews to help elucidate whether there is a replication crisis. Expected final online publication date for the Annual Review of Psychology Volume 70 is January 4, 2019. Please see http://www.annualreviews.org/page/journal/pubdates for revised estimates.
European Foundation for Quality Management (EFQM) model is a widely used quality management system (QMS) worldwide, including Iran. Current study aims to verify the quality assessment results of Iranian National Program for Hospital Evaluation (INPHE) based on those of EFQM.
This cross-sectional study was conducted in 2012 on a sample of emergency departments (EDs) affiliated with Tehran University of Medical Sciences (TUMS), Iran. The standard questionnaire of EFQM (V-2010) was used to gather appropriate data. The results were compared with those of INPHE. MS Excel was used to classify and display the findings.
The average assessment score of the EDs based on the INPHE and EFQM model were largely different (i.e. 86.4% and 31%, respectively). In addition, the variation range among five EDs' scores according to each model was also considerable (22% for EFQM against 7% of INPHE), especially in the EDs with and without prior record of applying QMSs.
The INPHE's assessment results were not confirmed by EFQM model. Moreover, the higher variation range among EDs' scores using EFQM model could allude to its more differentiation power in assessing the performance comparing with INPHE. Therefore, a need for improvement in the latter drawing on other QMSs' (such as EFQM) strengths, given the results emanated from its comparison with EFQM seems indispensable.
Purpose
The purpose of this paper is to explore the differences between public and private organizations in the paths of business excellence models and to identify the key drivers for creating business results and customer satisfaction.
Design/methodology/approach
The partial least squares structural equation modeling technique is used to compare the path coefficients and to identify the key driver constructs for creating business results.
Findings
The variation in endogenous constructs is found to be more difficult to explain or predict for private organizations than for public organizations, despite the fact that the performance of private organizations is almost always higher than or equal to the performance of public ones in all criteria. The effect of “leadership” on “management of processes” is significantly higher in public organizations than in private ones. However, “management of processes” in public organizations does not seem to translate into “results.” The effect of “strategic planning” on creating business “results” is negative for public organizations and remains inconclusive, due to insufficient evidence, for private organizations.
Research limitations/implications
The results may not be generally applicable to other countries. However, they do support the move toward more tailor-made models for specific sectors.
Practical implications
It is necessary to review the national business excellence model in order to fit specific sectors.
Originality/value
This is the first study to investigate the differences between private and public organizations in the Swedish business excellence model.
The purpose of the paper is to present the state of the art in quantitative research on the EFQM model that will guide future research lines in this field. For this, a systematic literature review from the period 1991–2015 is carried out in impact journals belonging to the Journal Citation Reports (JCR) and SCImago Journal & Country Rank (SJR). Finally, 53 papers were selected and aspects related to the purpose, nature and instruments of data collection, type of quantitative analysis employed, sector under study and main conclusions and contributions are analysed. As a result, the study presents more than a dozen lines of future research.
The research reviews conducted by Lo and Chai ([2012]. Quantitative analysis of quality management literature published in total quality management and business excellence (1996–2010). Total Quality Management & Business Excellence, 23(5-6), 629–651. doi:10.1080/14783363.2012.669553) and Dereli et al. ([2011]. An analysis of the papers published in total quality management & business excellence from 1995 through 2008. Total Quality Management & Business Excellence, 22(3), 373–386. doi:10.1080/14783363.2010.532337) were based on TQM&BE, and together they covered the period between 1995 and 2010. The limitation of these two studies is that the study period ended in 2010. Accordingly, this study extends those previous studies by reviewing papers published between 2010 and 2019. TQM&BE is a suitable object for analysis because it is one of the top journals cited in the quality management field and plays a key role in the quality and scientific knowledge of TQM.
This study demonstrated the feasibility of using the (self-organizing map) SOM algorithm to build a topic map. The SOM technique is one of the most popular artificial neural networks (ANNs). Based on this map, six topic areas were identified. In addition, the new identified themes after 2010 include the BE framework, and innovation, learning, team, and design. The results also showed that research on TQM&BE has undergone a shift in focus from a dominance of TQM to service quality, (International Organization for Standardization) ISO, and innovation and learning. Finally, the results showed that the SOM can be considered as a technique for developing topic maps for academic research reviews.
Purpose
Quality 4.0 refers to a modern quality management approach that uses Industry 4.0 technologies, integration and digitalisation. This research explores the current understandings of Quality 4.0 in various publications. The focus is on Quality 4.0 concepts or explanations, available models, motivation and readiness factors for adoption, enablers and technologies that can be leveraged.
Design/methodology/approach
A qualitative approach was deployed to collect the findings. This paper employs bibliometric, scientometric and visual analytic tools to identify and analyse articles from Scopus, Web of Science (WOS), Google Scholar databases and other sources such as ScienceDirect and Taylor and Francis.
Findings
The bibliometric results revealed that Quality 4.0 publications began in 2016 and increased dramatically in 2020 and 2021, with India leading the way while scientometric analysis found no clear definition of Quality 4.0 hitherto. However, several authors have defined the concept of Quality 4.0, arguing that it is characterised by digitalisation and integration, Industry 4.0 technologies applications and big data management. Some of the Quality 4.0 models published in the theoretical underpinnings include total quality management (TQM) in the basis of Industry 4.0 model, the European Foundation for quality management model, Quality 4.0 model combining operational technology (OT) and information technology (IT) through digital transformation and the LSN Research eleven axes of Quality 4.0 model. The research highlights key enablers of Quality 4.0 adoption, such as enabling technologies, big data capability, skilled and competent workers, collaboration and leadership support.
Research limitations/implications
The findings can benefit Quality 4.0 researchers and practitioners on the available Quality 4.0 models, motivation and readiness factors for Quality 4.0 adoption, enablers and leveraged technologies in Quality 4.0.
Originality/value
This study attempted to explore the current understandings of Quality 4.0 concepts to sediment these emerging quality management concepts for manufacturing industries.
Publications on Total Quality Management (TQM) over the last three decades are numerous; however, systematic quantitative reviews are scarce.
The aim of this paper is to provide scholars and practitioners with a comprehensive view of the extant literature on TQM. The method of bibliometric analysis is used to highlight the advances in research, the results achieved by previous studies, the gaps in the literature and the most current trends. The results show publication outputs of countries, institutes, journals, and research fields, the most cited authors and works, the most used keywords and the research trends. This work provides scholars with a systematization of the TQM research field and suggestions on how to contribute to the advancement of research on this topic. For practitioners, this paper offers an outline of the most important and current research results from which to obtain insights about techniques and strategies that best suit the implementation of TQM in their organisations.
Compared with large organizations, small businesses have been slower to adopt quality management practices. This study combined the context-free perspective with the contingency theory of quality management to investigate the association between quality management and the quality and operational outcomes of a sample of 231 small businesses that applied for the Baldrige quality excellence award program. Using a pooled cross-sectional design and structural equation modeling, we examined the validity and reliability of the Baldrige model for measuring the quality management practices of small businesses, to determine the relationship between the Baldrige criteria and their impact on quality outcomes. Our analysis confirms the validity and reliability of the Baldrige quality excellence model when used as an assessment tool for improving the performance outcomes and competitiveness of small businesses. Based on the results, leadership was found to be the key determinant of quality outcomes during the application year, with leadership practice scores increasing by 40% over 16 years. This study found that Information analysis and knowledge management only influences Customer focus and satisfaction, but Strategic planning for quality and Management of process quality significantly and positively influence both Customer focus and satisfaction and Quality and operational results. However, the score for Quality and operational results diminishes over time for small businesses. This study provides some effective insights and recommendations for small businesses as well as policymakers looking to support small businesses’ quality and competitiveness, because quality improvements will enhance the stability, profitability, and survivability of small businesses when facing crises like the ongoing COVID-19 pandemic.
In disrupted environments, the concept of digitalisation, viability, and sustainability have attracted considerable attention for the last decade. Digital, lean, and green capabilities have stimulated enormous advances in the development of industries. This paper discusses the current state of the art literature regarding sustainable and digital supply chain management performance. It reviews the relationship between digital technologies, lean, green, sustainability, and supply chain performance. A literature review approach, combined with a bibliometric analysis was adopted for robust field analysis. A set of 86 papers has been analysed and synthesised. The analysis of these papers has enabled the identification of the impact of Industry 4.0 technologies on the supply chain performance; the relationship of lean, green, and sustainability capabilities and digital supply chain; and the implications of the digital transformation of those capabilities. It presents a roadmap model integrating lean and green for viable, sustainable, and digital supply chain performance. The study is useful for academics and practitioners as it provides a roadmap framework and a solid background for integrating lean and green in the digital supply chain to achieve sustainable and viable performance as it outlines the necessity for incorporating the sustainability and viability performances in the digital supply chains.
Quality has always been an important factor affecting the competitive advantages and financial performance of firms. Some research has examined the impacts of Malcolm Baldrige Award and European Quality Award announcements on the market value of winners. However, the effect of the China Quality Award on firm market value has rarely been studied and has not been fully elucidated. On the basis of 85 China Quality Award announcements, this study explores whether winners show significant abnormal stock returns on the award announcement day using an event study. Some firm characteristics, such as ownership type, industry type, registered address, first time winning the award or not, and whether related firms won the awards are further considered. A market adjustment model is also adopted to re-estimate the short-term market reaction to test the robustness of our findings. It is found that China Quality Award winners do not show a significant market reaction for the full sample in the short term. However, the China Quality Award has brought significantly positive benefits to firms located in eastern China, first-time winners, and firms winning the award themselves. The long-term stock price performance is significantly positive. The findings may expand the research on the relationship between quality awards and firm market value in various institutional contexts.
Purpose
This study aims to validate the KAIIAE model in the public sector and analyse the interrelationships between Enablers and Results in the King Abdullah II Award for Excellence (KAIIAE) model to better understand the dynamic logic behind improving excellence results.
Design/methodology/approach
The methodology used is structural equation modelling (partial least squares technique), and the data were obtained from the assessment processes for the KAIIAE for 98 Jordanian public organisations.
Findings
The findings showed that the award model has proven to be a reliable and valid framework, as the criteria and sub-criteria were highly correlated. The set of Enablers was strongly related to the set of Results, and the synergies between the critical criteria confirmed the importance of leadership, strategy, and processes for the organisation's excellence results. It was found that the new significant and direct relationships between “People” and “People Results” and between “Partnerships and Resources” and both “Society Results” and “Key Results” improved the understanding and implementation of the model. There was a significant interrelationship between model criteria, excluding the relationship between “Society Results” and “Key Results”, since the government's main objective is to serve society. A new structural model for the KAIIAE with the new relationships was suggested.
Research limitations/implications
This paper concentrated only on the public sector, although the excellence model has been implemented in the private sector. Features of the different types of organisations were not tested. Furthermore, the variations in size, covered fields, number of employees and provided services need to be investigated further.
Practical implications
Government award bodies can use these research findings to develop a new model version for public sector awards by combining a cohesive array of elements for any government organisational need or application. The study suggested adding new criteria or relationships or eliminating those that are not significant and have no impact on public sector organisations. The findings will assure the organisations' managers that the KAII excellence model criteria are highly correlated and synergised for public sector organisations. These criteria perform efficiently once they are considered and implemented in an interconnected manner rather than managing them independently, which makes up their management framework. This knowledge about the validity of the structure of the model allows public sector organisations to benefit fully from the self-assessment processes and improve the organisation's management, enhancing their faith in excellence award models.
Social implications
This study has contributed to the existing literature on the reliability and validity of business excellence models as a framework for implementing, evaluating, and improving excellence, particularly in the government sector. Several important insights have emerged from this study. The relevant analysis supports a new model structure for excellence in the public sector. Among the model structure relationships, the study identified the existence of new direct relationships between enablers and results. New significant and direct relationships are added to the model that advances the implementation and understanding of the model. Moreover, it informs theory about Excellence Award implementation in developing countries within the context of Jordan – a topic that has previously received limited attention in the international business excellence literature. Since there is limited research on the suitability of implementing the KAIIEA excellence model (that is based on nine criteria of the EFQM model) in public organisations, this work suggested introducing a new modification to the model to suit the characteristics of the public sector.
Originality/value
The considerable prominence of the government sector has drawn attention to the excellence parameters within its organisations. Hence, a lack of studies and inadequate knowledge in the governmental management system have limited testing excellence in the public sector. This paper provides support that the excellence model (KAIIAE model that is EFQM based) is an appropriate framework by identifying direct and significant model interrelationships for the public sector based on the actual and sufficient performance of its entities so as to drive the changes of the next model generation. This is the first study that attempts to comprehend and describe the validation of the KAIIAE model in the public sector.
Bibliometric analysis is a popular and rigorous method for exploring and analyzing large volumes of scientific data. It enables us to unpack the evolutionary nuances of a specific field, while shedding light on the emerging areas in that field. Yet, its application in business research is relatively new, and in many instances, underdeveloped. Accordingly, we endeavor to present an overview of the bibliometric methodology, with a particular focus on its different techniques, while offering step-by-step guidelines that can be relied upon to rigorously perform bibliometric analysis with confidence. To this end, we also shed light on when and how bibliometric analysis should be used vis-à-vis other similar techniques such as meta-analysis and systematic literature reviews. As a whole, this paper should be a useful resource for gaining insights on the available techniques and procedures for carrying out studies using bibliometric analysis.
Keywords: Bibliometric analysis; Performance analysis; Science mapping; Citation analysis; Co-citation analysis; Bibliographic coupling; Co-word analysis; Network analysis; Guidelines.
Purpose
A comparative analysis of the validity of business excellence models (BEMs) has rarely been empirically pursued. In addition to their similarities, BEMs exhibit differences in terms of their criteria, relations and emphasis, and some researchers have claimed that it is because these models tend to represent underlying cultural, economic, or social dynamics, as well as global best practices. Based on three such BEMs (the Malcolm Baldrige National Quality Award (MBNQA) model, the European Foundation for Quality Management (EFQM) model and the King Abdul Aziz Quality Award (KAQA) model), this paper introduces a four-phase study to analyse these models comparatively.
Design/methodology/approach
This paper: (1) conceptually delineates the distinctive natures of and differences between the three models; (2) develops a comprehensive measurement model based on the content of these models; (3) reviews the relevant literature on BEMs; (4) discusses the motivation behind this comparative approach and (5) introduces a four-phase study to comparatively analyse these models.
Findings
A comprehensive measurement model and three structural models are developed, but empirical tests have not been performed. This developed approach is introduced here as a first step in the advancement of our understanding of BEMs and their underlying theory.
Originality/value
The range of variability and complexity of BEMs—i.e. a holistic and comparative empirical view of BEMs—have not so far been fully considered, and findings in this domain tend to be inclusive, while some of the underlying relations of these models have not been investigated. This paper contributes to filling these research gaps.
Baldrige is a system-wide approach for improvement to be used as circumstances dictate. There is a need to understand how hospitals earning Malcolm Baldrige National Quality Awards – Health Care (MBNQA – HC) assure high quality performance. Examine the dynamic capabilities of MBNQA – HC winning hospitals though the theoretical lens of stakeholder theory and dynamic capabilities. Stakeholder theory calls attention to the synergistic potential for value creation across a firm’s stakeholder groups. Dynamic capabilities consist of processes and activities aimed at identifying opportunities (sensing), mobilizing resources (seizing), and making necessary changes for value creation (transforming). Our data are provided by the MBNQA – HC applications of 10 hospitals judged to have earned the awards for the years 2010–2016. As a primary methodology for performing qualitative analysis, thematic analysis of the applications was our analytic method. 66 sensing activities, 29 seizing activities, and 57 transformations were identified. Sensing and seizing spanned stakeholder groups including customers, competitors, community, and industry. Organization cultures promote system–wide engagement by empowered internal stakeholders, leading to superior performance. Relying on a supportive system-wide culture that empowers internal stakeholders, MBNQA – HC winners engage in numerous sensing, seizing, and transforming activities. These ongoing activities are commonalities of top performing hospitals.
Purpose
Literature review articles have become a frequently applied research approach in operations and supply chain management (SCM). The purpose of this paper aims to elaborate on four approaches for developing or employing theory in systematic literature reviews (SLRs).
Design/methodology/approach
The paper uses conceptual arguments and illustrates them by pointing to recent examples. In SLRs, the material collection is usually based on keywords and searching databases, which is comparatively well documented. Data analysis, however, often falls short in documentation and, consequently, is neither well explained nor replicable. Therefore, the focus of this paper is the elaboration of the data analysis and sense-making stage in the research process of SLRs.
Findings
The paper presents four different approaches, which are characterized as theory (1) building, (2) modification, (3) refinement and (4) extension, based on whether new concepts are formed or extant concepts within SCM or other fields of management theory are adopted.
Research limitations/implications
The limitation of this research is that literature reviews could be conducted and presented in many ways. Since the focus of this research is on systematic literature reviews, only a limited number of approaches can be discussed and presented here.
Originality/value
The paper contributes to explaining the process and expected outcomes of a literature review and, therefore, aids in further developing the related methodological approaches. This is relevant as literature review publications now often replace conceptual or theoretical pieces but still have to deliver concerning demands of theory building.
This paper presents a bibliometric and thematic review of journal papers specifically related to BE frameworks (BEFs) that are used for national BE awards and advocated by the Global Excellence Model (GEM) Council. The paper will help researchers and practitioners locate relevant BE data and information more easily, and guide them on which journals in which to publish them. The research includes an assessment of the average citation rate per year and BE paper. 10,089 potential BE papers were initially identified from a keyword search of the Elsevier database, to ultimately identify 415 as BE papers. These papers were analysed and have subsequently been made available to all researchers in an excel file. This research found that: the peak in publishing BE papers was in 2019; Total Quality Management and Business Excellence is the most popular journal for publishing BE papers; the most popular research area is studying ‘Design of BEFs’ and there is potential for future research on ‘Impact of BE’; and the average number of citations per year for a BE paper is 2.1, with the most cited paper achieving an average of 29.6 citations per year. The research includes recommendations on how researchers can increase their citation rate in this area.
Abstract
Purpose
The purpose of this empirical study intends to explore the contingency effect of the adoption of some specific quality initiatives (QI), on the correlation of some performance measures (PMs) with the “interacting” QI and quality award (QA) models through the continuous improvement (CI) journey of Indian QA winners.
Design/methodology/approach
A survey questionnaire was administered to the Indian Quality Award winners. Data collected from a survey were followed by validity and reliability analyses of the instrument. Hypotheses were tested using Spearman's correlation test and Fisher's Z-test.
Findings
Some specific QI that affected the correlation between PMs and research questions representing the interaction among QI and QA models during different stages of the CI journey of organizations were identified. PMs that correlated with interacting QI and QA models through the above stages of CI journey were also identified.
Practical implications
A preliminary inference on QI to be adopted and the PMs to be focused upon during the different periods of CI journey of Indian organizations was arrived at. This could help practitioners in proper choice of QI and to focus upon “realistic” PM through different stages of the CI journey of organizations.
Originality/value
This study attempts to fill the gap of scarce holistic studies on the long-term performance implications of interacting QI and QA through the CI journey of organizations.
Keywords
Citation
Upadhyaya, G. and Bhat K, S. (2020), "Association of performance with quality initiatives and quality awards: quality initiatives' effect", International Journal of Productivity and Performance Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJPPM-11-2019-0523
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Publisher: Emerald Publishing Limited
Copyright © 2020, Emerald Publishing Limited
Quality management (QM) research has frequently focused on investigating the QM system, while a collective consideration of the effects of individual QM practices on organizational performance and performance dimensions remains an under-investigated area of research. The current research provides insights for expanding quality management theory using evidence from a meta-analysis that examines the correlations presented in prior empirical studies. Specifically, this study investigates whether QM practices influence aggregate organizational performance and how individual QM practices influence different performance dimensions. Furthermore, this study investigates whether moderators exist among the relationships between QM and performance. This meta-analysis examined a sample of 28 empirical studies spanning a twenty-year period from 1995 to 2015. The results show that most individual QM practices have a positive impact on aggregate organizational performance and performance dimensions including financial performance, operational performance, customer service, and product quality. The results also reveal that moderators exist among relationships between most pairs of QM practices and performance. In particular, the results suggest a high level of importance is associated with management leadership and supplier quality management compared to other QM practices, as evidenced by their positive relationships with both aggregate organizational performance and the four performance dimensions. In addition, no moderating effects changed the relationships. This research contributes to the QM literature by providing a systematic understanding that addresses more complexity than previous research about the relationships between QM practices and organizational performance. This research also contributes to quality management theory development given the current state of information technology (IT). These findings suggest implications for managers interested in the effect of QM practices on performance.
Implementation of Quality Management Systems (QMS) has increased greatly in recent years at a wide variety of institutions. The main purpose of this work is to evaluate and compare the impact of having implemented ISO:9001 Standards and the EFQM model on the communication system and external relations at schools. This was done by applying a validated evaluation instrument to 2901 subjects of 116 schools in 4 Spanish Autonomous Communities. The results show that the QMS have a medium-high level of impact on the communication system and a moderate level on the external relations dimension. Furthermore, schools with EFQM feature significantly higher levels of impact on the dimensions studied than schools implementing ISO Standards. Significant differences were found in the levels of impact as a function of the number of years of implementation and the type of funding received, among other variables. In addition, an interaction effect was found between the type and size of schools in regard to their external relations.
This paper presents the development of a new organisational excellence model specifically for use by small and medium-sized enterprises (SME). A literature review was undertaken examining the current state of business excellence models, and their content and use worldwide, including the identification of the key concepts that drive their development and implementation. In this paper, we do present a framework that was validated by a worldwide experts’ panel in Organisational Excellence, taking into consideration the unique characteristics of SME and its industry contexts. It is hoped that the model will allow these enterprises to strive towards organisational excellence using a framework that better fits to their context and needs.
Keywords: organisational excellence, excellence frameworks, small and medium enterprises
The competitive position achieved by the Japanese and Western industries during the 1970s to mid-1990s, and 1980s to mid-1990s, respectively, derived from understanding, implementing, and developing Total Quality Management (TQM) as a comprehensive management philosophy. Several research and/or company studies provided evidence of this development and its impact on leading companies’ efficiency and effectiveness. Despite that, research on TQM seemed on the surface, after a boom from about 1990–1995, to have declined. However, one recent detailed study from 2013 concluded that TQM is now at a more mature stage where focuses have shifted from being initially on TQM to the methods, tools, techniques and core values which are needed to implement TQM and to build a quality and BE (Business Excellence) culture. This study is an extension of the 2013 study, where we extend the previous study on TQM publications to 2017, and further analyse more detailed not only which methods, tools and techniques are used, but also at what organisational level they are used – strategical, tactical or the operational level. We collect data on research about TQM and its methods, tools and techniques, and we analyse further the shift of focus from TQM as a comprehensive management theory/ philosophy to a focus on the TQM methods, tools and techniques to be used at various management levels of a company. We use two of management’s basic functions – management control (MC) and organisational learning (OL) – to unveil the challenges faced by TQM and to help converting these challenges into new research opportunities to be jointly addressed by companies and research communities such as the Quality Management and Organisational Development (QMOD) Research Community. In light of the findings in this research, it became clear that MC and OL are two sides of the same coin. MC can never be effectively implemented without OL, and OL needs to be supported by a comprehensive MC system.
Background
Quality management systems are widely used to improve the quality and efficiency of healthcare services. However, evidence regarding the value of the European Foundation for Quality Management (EFQM) model in improving the performance of hospital departments is lacking.
Objective
To describe the value of the EFQM model as a quality framework for improving the performance of a hospital pharmacy department (PD).
Methods.
Design
A case study describing the development of the Enablers’ criteria of the model and the results achieved.
Setting
PD in a tertiary-care teaching hospital of the Madrid Public Health Service (Spain).
Interventions
Four self-assessments were conducted using the questionnaire “Perfil” during the period 2008–2017. A quality improvement plan was developed on the basis of the results of each self-assessment. A balanced scorecard was used to track progress. Improvement in quality management was externally evaluated by the Spanish Management Excellence Club in 2010, 2013, and 2017.
Main outcome measures
Change in the scores obtained in the external assessments, the quality improvement initiatives implemented for each Enabler's criteria, and the results of key performance indicators.
Results
The EFQM was a useful framework for self-assessment and a good system for identifying improvement initiatives. The model progressively improved the services provided for patients, the safety and efficiency of pharmacotherapy, productivity of the PD, and customer and staff satisfaction. The external assessment scores exceeded 300 points in 2010, 400 points in 2013, and 500 points in 2017. Scores for all of the criteria progressively improved, particularly in ‘people’.
Conclusions
The EFQM was a practical tool for improvement of PD performance, especially in areas such as strategic planning, people management, and innovation. The main difficulties were the lack of decision-making capacity in relevant areas and benchmarking with other PDs.
A paucity of research has explored the integration of supply chain management (SCM) and quality management (QM) within an overall organizational context. The investigation of integrating SCM and QM within an organizational framework has the potential to foster theory development of SCM and QM and to strengthen SCM and QM practice. The Baldrige Award promotes organization performance excellence and the associated framework has evolved into a notable quality focused organizational framework. Prior studies have focused on validating the effectiveness of the Baldrige framework. In this research, we integrate SCM and QM within the context of a quality focused organizational framework by proposing a modified version of the Baldrige framework and validate the proposed framework. We use cross-sectional survey data to test the hypothesized research model through partial least squares – structural equation modeling. The results support the effectiveness of the proposed framework. The research shows the importance of SCM as a major organizational construct with a significant positive direct influence on organizational results. The research also shows that SCM is a mediator for leadership and measurement, analysis and knowledge management that influence organizational results. This work discusses theoretical and managerial implications as well as implications for future research.
This study proposes for the first time the Airport Business Excellence Model (ABEM) as a specific version of the European Foundation of Quality Management (EFQM) and tests it in 143 airports worldwide. Based on diverse theoretical premises and applying a Structural Equation Modelling, the study first maps the main Key Performance Areas (KPAs) with their individual indicators and then explores the complex network of causal
linkages among them within the multidimensional airport business system. The causal paths are conceptualized in a performance pyramid, where influence flows from the top Strategic Enablers through Human and Operational Enablers to produce Primary and Secondary Results. In addition, Importance Performance Analysis reveals that Employee Results are the most Critical Success Factor for airport excellence, followed by Leadership and Operational Results. Overall, the study sheds light on the airports' ‘black box’ and exhibits the interactions of its ‘software’ assets nested in the multiple airport stakeholders.
This study compares the historical evolution of Total Quality Management (TQM) to eight well-known management theories to investigate whether there are affinities between TQM and the selected management theories. The study uses the core values and components of the EFQM Excellence Model as the framework for the analysis which reveals that most of the ingredients in the selected management theories have been incorporated in the EFQM Excellence Model (74% of their core values and 75% of their components). These findings coincide with research done by Dahlgaard-Park [(2008). Reviewing the European excellence model from a management control view. The TQM Journal, 20(2), 98–119] which concluded that six analysed management control theories had been more or less incorporated into the EFQM excellence model. The analyses also find that the core values/ principles ‘adding value for customers’, ‘creating a sustainable future,’ and ‘harnessing creativity and innovation,’ all crucial to TQM, were not fully incorporated into the management theories analysed.
In line with the findings in Dahlgaard-Park [(2008). Reviewing the European excellence model from a management control view. The TQM Journal, 20(2), 98–119], the authors conclude that TQM should be considered as an evolving management theory which continuously adopt and adapt the changes of stakeholders as well as changing premises and requirements of environments. The research shows that the TQM framework not only embraces most critical components which are identified in other major management theories but also incorporated some emerging managerial aspects that are becoming increasingly important.
Leadership plays a crucial role in ensuring quality management in an organization. The purpose of this article is to examine the roles of leadership in quality management relating to the Chittagong City Corporation (CCC), one of the major urban government units in Bangladesh. This study is guided by the European Foundation of Quality Management (EFQM) model, which is a quality assessment tool designed to evaluate an organization's quality management capacity. This paper will focus on the role of leadership because it is one of the major "enabler" components of the EFQM model for quality management. When talking about quality management in an organization, leaders develop and facilitate the achievement of the mission and vision of the organization. They also develop organizational values and systems required for sustainable success and implement these via their actions and behaviours. In relation to this study, both quantitative and qualitative data collection methods were used to gather and analyse that information. Quantitative data were collected from a total of 142 participants, including selective Chittagong City Corporation officials, city inhabitants, government officials and NGO and civil society personnel by using a structured questionnaire. The findings of this study reveal that the CCC leadership has played a positive role in their interaction with the customers, partners and representatives of society. Data also revealed that the leaders of CCC reinforce a culture of improvement in their support of staff and they tend to identify and promote organizational change. However, our data also found that leaders/managers of CCC are not aware of the necessity to develop the mission, vision, values and ethics of quality management in the organization and they lack the quality or capacity to be a proper role model for a culture of excellence, even though they are personally involved in the development, implementation and continuous improvement process of the CCC. This study suggests that the leaders/managers of CCC need to develop a properly structured organizational mission, vision, value framework and system that is essential to improve the quality of management in the organization.
Total Quality Management (TQM) is an enduring approach for enhancing firm
competitiveness. Still, there is dearth of research regarding organisational
diffusion (post-adoption) of TQM. To address this gap, this research proposes a
theoretical model rooted in institutional and upper echelon theories that explains
TQM diffusion via top management commitment. We surveyed 300 senior
quality managers representing 300 auto-components manufacturers in India to
collect data to test the proposed model using variance based structural equation
modelling (PLS-SEM). The findings suggest that institutional pressures
significantly influence top management commitment to TQM. Subsequently, top
management commitment influences organisational diffusion of TQM via
acceptance, routinization, and assimilation. Managers can use the findings of this
research to better understand how to assimilate TQM so that anticipated benefits
can be fully realized.
This paper offers a descriptive analysis of TQM and business excellence measurement (BEM) by synthesising the relevant literature. There is need for a sound theoretical framework classifying past efforts and guiding future research. To fill the gap, a research of the published BEM literature is undertaken. Specifically, the target is to advance a concrete understanding of relevant literature and to assess whether the temporal trends in BEM literature will help position firms for the emerging business excellence context. An updated review, classification and analysis of the research in business excellence literature spanning the last two and a half decades is presented. A total of 139 papers are identified from 39 refereed management journals published from 1990 to 2016. These articles are then classified and analysed according to the following axes: business sector, framework used and methodology applied. The analysis presents the trends in each of the three axes and key research areas are proposed to guide future BEM research agenda.
Nowadays the implementation of effective quality management systems and external evaluation in healthcare is a necessity to ensure not only transparency in activities related to health but also access to health and patient safety. The key to correctly implementing a quality management system is support from the managers of health facilities, since it is managers who design and communicate to health professionals the strategies of action involved in quality management systems.
This article focuses on nursing managers’ approach to quality management through the implementation of cycles of continuous improvement, participation of improvement groups, monitoring systems and external evaluation quality models (EFQM, ISO).
The implementation of a quality management system will enable preventable adverse effects to be minimised or eliminated, and promote patient safety and safe practice by health professionals.
Purpose
We propose to explore the way the EFQM model could be used in order to help managers better understand the connectivity between the various capital and consider it as a complementary management control systems tool, for implementing an integrated reporting , according to the new reporting standard developed by the IIRC (International Integrated Reporting Council).
Design/methodology/approach
This paper focuses on a qualitative analysis of the EFQM model. Its items are considered as a recognized database of strategic issues and questions, which are reclassified according to the IIRC ontology of intangible assets. This methodology is called elaborative coding (Auerbach and Silverstein, 2003). The literature review also helping in finding new categories of intellectual capital for this coding, which complements the propositions of the IIRC.
Research limitations and implications
Our research only explores how the EFQM model could help integrated thinking, and then later, implement . Other codes could have been attributed, and further research is still needed.
Findings
The study shows that intellectual capital is taken into account in the framework of the EFQM model from a dynamic perspective. Items of the EFQM model can be connected to a first intangible, considered as input, which affects a second intangible, considered as an outcome. In this sense it is possible to understand how intellectual capital is taken into account in the EFQM model, and can be assessed from a dynamic perspective.
Originality/value
This work shows and checks how the EFQM model could be used, in improving the strategic thinking in conformity with the six capitals suggested by the IIRC framework.
Purpose
The purpose of this paper is to present an integrated framework for performance evaluation and analysis of human resource (HR) with respect to the factors of health, safety, environment and ergonomics (HSEE) management system, and also the criteria of European federation for quality management (EFQM) as one of the well-known business excellence models.
Design/methodology/approach
In this study, an intelligent algorithm based on adaptive neuro-fuzzy inference system (ANFIS) along with fuzzy data envelopment analysis (FDEA) are developed and employed to assess the performance of the company. Furthermore, the impact of the factors on the company’s performance as well as their strengths and weaknesses are identified by conducting a sensitivity analysis on the results. Similarly, a design of experiment is performed to prioritize the factors in the order of importance.
Findings
The results show that EFQM model has a far greater impact upon the company’s performance than HSEE management system. According to the obtained results, it can be argued that integration of HSEE and EFQM leads to the performance improvement in the company.
Practical implications
In current study, the required data for executing the proposed framework are collected via valid questionnaires which are filled in by the staff of an aviation industry located in Tehran, Iran.
Originality/value
Managing HR performance results in improving usability, maintainability and reliability and finally in a significant reduction in the commercial aviation accident rate. Also, study of factors affecting HR performance authorities participate in developing systems in order to help operators better manage human error. This paper for the first time presents an intelligent framework based on ANFIS, FDEA and statistical tests for HR performance assessment and analysis with the ability of handling uncertainty and vagueness existing in real world environment.
This article presents the integrative review of literature as a distinctive form of research that uses existing literature to create new knowledge. As an expansion and update of a previously published article on this topic, it reviews the growing body of literature on how to write literature reviews. The article identifies the main components of the integrative literature review, provides examples of visual representations for use in literature reviews, and describes how to write literature reviews that are integrative, definitive, and provocative. The article concludes by discussing the role of the integrative literature review in assessing future directions for policy and practice and in catalyzing further research.