Pub Date : 2007-08-28DOI: 10.1108/09544780710817838
Katerina Gotzamani, G. Tsiotras, M. Nicolaou, A. Nicolaides, Vassiliki Hadjiadamou
Purpose – The purpose of this paper is to identify ISO 9001's contribution to the five enablers of the European Foundation for Quality Management (EFQM) excellence model.Design/methodology/approach – Empirical research was conducted in Cypriot ISO 9001 certified organizations to evaluate the motives that lead them to certification, the difficulties they faced during the standards' implementation and their performance improvement in the five enablers of the EFQM excellence model. Companies were asked to evaluate their performance in 85 issues related to these Enablers both before and after certification.Findings – The results of the survey indicate the “most” and the “least” important improvements from ISO 9001 certification in the five enablers of the EFQM excellence model. The results also prove that performance improvement is statistically significant in all enablers and it is also significantly related to the companies' motives for certification.Research limitations/implications – Future research shoul...
{"title":"The contribution to excellence of ISO 9001: the case of certified organisations in Cyprus","authors":"Katerina Gotzamani, G. Tsiotras, M. Nicolaou, A. Nicolaides, Vassiliki Hadjiadamou","doi":"10.1108/09544780710817838","DOIUrl":"https://doi.org/10.1108/09544780710817838","url":null,"abstract":"Purpose – The purpose of this paper is to identify ISO 9001's contribution to the five enablers of the European Foundation for Quality Management (EFQM) excellence model.Design/methodology/approach – Empirical research was conducted in Cypriot ISO 9001 certified organizations to evaluate the motives that lead them to certification, the difficulties they faced during the standards' implementation and their performance improvement in the five enablers of the EFQM excellence model. Companies were asked to evaluate their performance in 85 issues related to these Enablers both before and after certification.Findings – The results of the survey indicate the “most” and the “least” important improvements from ISO 9001 certification in the five enablers of the EFQM excellence model. The results also prove that performance improvement is statistically significant in all enablers and it is also significantly related to the companies' motives for certification.Research limitations/implications – Future research shoul...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"41 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-08-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124288990","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-19DOI: 10.1108/09544780710756223
J. McManus, T. Wood-Harper
Purpose – The purpose of this paper is to examine the concept of quality related to the context of software development using the ISO, TickIT and CMM frameworks. The paper also seeks to stress the fact that the different perspectives of those involved in software development will influence how quality is seen and measured. In the context of software engineering projects, quality takes on a broad meaning that refers not only to the way in which companies manage software engineering projects, but also to the software development process itself.Design/methodology/approach – The approach and methodology adopted for this paper were a review of the literature and best practice in software engineering. It is argued that users of software systems are more interested in how easy the software is to use than in the underlying application code that is used to generate the system. Using the body of knowledge that is software quality the basic characteristics of software quality are described and compared in terms of q...
{"title":"Software engineering: a quality management perspective","authors":"J. McManus, T. Wood-Harper","doi":"10.1108/09544780710756223","DOIUrl":"https://doi.org/10.1108/09544780710756223","url":null,"abstract":"Purpose – The purpose of this paper is to examine the concept of quality related to the context of software development using the ISO, TickIT and CMM frameworks. The paper also seeks to stress the fact that the different perspectives of those involved in software development will influence how quality is seen and measured. In the context of software engineering projects, quality takes on a broad meaning that refers not only to the way in which companies manage software engineering projects, but also to the software development process itself.Design/methodology/approach – The approach and methodology adopted for this paper were a review of the literature and best practice in software engineering. It is argued that users of software systems are more interested in how easy the software is to use than in the underlying application code that is used to generate the system. Using the body of knowledge that is software quality the basic characteristics of software quality are described and compared in terms of q...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131016832","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-19DOI: 10.1108/09544780710756269
Minmin Lu
{"title":"House of Quality (QFD) in a Minute – Quality Function Deployment (2nd ed.)","authors":"Minmin Lu","doi":"10.1108/09544780710756269","DOIUrl":"https://doi.org/10.1108/09544780710756269","url":null,"abstract":"","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"62 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116595083","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-19DOI: 10.1108/09544780710756232
Subhash Kakkar, A. Narag
Purpose – The purpose of this paper is to explore the meaning of TQM implementation in India and its impact on the Indian organizations' overall performance. This study also aims to prescribe a TQM model for Indian organizations in order to maximize the impact of TQM with predefined concentrated efforts.Design/methodology/approach – A detailed questionnaire, based on current practices and unexplored areas identified by a literature survey, was designed and administered. The questionnaire consists of 11 “Contributing Variables” and nine “Contribution Variables”. The scores for these 20 variables were obtained from different organizations and put to factor analysis.Findings – The result of factor analysis shows the existence of clusters of large correlation coefficients between subsets of these variables. This suggests that these variables could be measuring aspects of the same underlying dimensions. These underlying dimensions, or extracted factors, are four in number and are related to, respectively, effi...
{"title":"Recommending a TQM model for Indian organizations","authors":"Subhash Kakkar, A. Narag","doi":"10.1108/09544780710756232","DOIUrl":"https://doi.org/10.1108/09544780710756232","url":null,"abstract":"Purpose – The purpose of this paper is to explore the meaning of TQM implementation in India and its impact on the Indian organizations' overall performance. This study also aims to prescribe a TQM model for Indian organizations in order to maximize the impact of TQM with predefined concentrated efforts.Design/methodology/approach – A detailed questionnaire, based on current practices and unexplored areas identified by a literature survey, was designed and administered. The questionnaire consists of 11 “Contributing Variables” and nine “Contribution Variables”. The scores for these 20 variables were obtained from different organizations and put to factor analysis.Findings – The result of factor analysis shows the existence of clusters of large correlation coefficients between subsets of these variables. This suggests that these variables could be measuring aspects of the same underlying dimensions. These underlying dimensions, or extracted factors, are four in number and are related to, respectively, effi...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"40 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116271786","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-19DOI: 10.1108/09544780710756241
M. Yasin, J. Alavi
Purpose – The purpose of this paper is twofold: first, to study the environmental and competitive factors in the service organizations and second, to investigate the extent of effective implementation of quality improvement initiatives in different operational settings.Design/methodology/approach – In this paper factor analysis is used to determine the underlying factors associated with the changes in the competitive environment. Proportional measures are used to study the implementation of quality improvement initiatives.Findings – The paper finds that quality improvement initiatives are not implemented uniformly by all the service industries. Organizations implementing quality improvement initiatives face varying degrees of effectiveness. Positive operational and strategic outcomes have been observed by organizations implementing the quality improvement initiatives.Practical implications – The results of this paper show that implementation of different types of quality improvement initiatives has a posi...
{"title":"The effectiveness of quality improvement initiatives in service operational context","authors":"M. Yasin, J. Alavi","doi":"10.1108/09544780710756241","DOIUrl":"https://doi.org/10.1108/09544780710756241","url":null,"abstract":"Purpose – The purpose of this paper is twofold: first, to study the environmental and competitive factors in the service organizations and second, to investigate the extent of effective implementation of quality improvement initiatives in different operational settings.Design/methodology/approach – In this paper factor analysis is used to determine the underlying factors associated with the changes in the competitive environment. Proportional measures are used to study the implementation of quality improvement initiatives.Findings – The paper finds that quality improvement initiatives are not implemented uniformly by all the service industries. Organizations implementing quality improvement initiatives face varying degrees of effectiveness. Positive operational and strategic outcomes have been observed by organizations implementing the quality improvement initiatives.Practical implications – The results of this paper show that implementation of different types of quality improvement initiatives has a posi...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"265 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132752968","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-19DOI: 10.1108/09544780710756205
Jui-Chin Jiang, M. Shiu, Mao-Hsiung Tu
Purpose – The purpose of this paper is to present an overall review of quality function deployment (QFD) in the past nearly 30 years; to clarify widespread misperceptions about QFD; to adapt its use to the product development model of contract manufacturing; and to simplify the complexity of QFD and effectively integrate its contents.Design/methodology/approach – This paper adopts “action research” (AR) as its research methodology. The action research was conducted using a “research/consultant strategy” in a series of projects of collaboration with contract manufacturing companies.Findings – The paper corrects widespread misperceptions about QFD, and adapts QFD to a specific product development model.Research limitations/implications – The paper uses a participatory and interpretive approach to develop and explain the new QFD model, but the authors are restricted by the highly confidential nature of the R&D information, and not authorized to publish actual case study data. The research value lies in the d...
{"title":"Quality function deployment (QFD) technology designed for contract manufacturing","authors":"Jui-Chin Jiang, M. Shiu, Mao-Hsiung Tu","doi":"10.1108/09544780710756205","DOIUrl":"https://doi.org/10.1108/09544780710756205","url":null,"abstract":"Purpose – The purpose of this paper is to present an overall review of quality function deployment (QFD) in the past nearly 30 years; to clarify widespread misperceptions about QFD; to adapt its use to the product development model of contract manufacturing; and to simplify the complexity of QFD and effectively integrate its contents.Design/methodology/approach – This paper adopts “action research” (AR) as its research methodology. The action research was conducted using a “research/consultant strategy” in a series of projects of collaboration with contract manufacturing companies.Findings – The paper corrects widespread misperceptions about QFD, and adapts QFD to a specific product development model.Research limitations/implications – The paper uses a participatory and interpretive approach to develop and explain the new QFD model, but the authors are restricted by the highly confidential nature of the R&D information, and not authorized to publish actual case study data. The research value lies in the d...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129654816","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-19DOI: 10.1108/09544780710756214
T. J. Green
Purpose – The purpose of this paper is to identify the relevance of Feigenbaum's quality costs model to managers in higher education and to put forward a possible way of implementing such a model in an educational area.Design/methodology/approach – Following the author's Master's project into the relevance of TQM to a higher education institution, the need to increase student numbers without pro‐rata increase in costs is discussed along with the subsequent need to “measure”. Feigenbaum's model is described in detail with examples of industrial costs compared with higher education costs. A possible way of implementing the model is suggested with justification for the approach taken. The scope of the paper is limited to the model and its possible use.Findings – The paper finds that taking the decision to implement the model requires a willingness to incur costs before realising savings. The examples show that planning the incurring of costs can result in the realised savings – but accurate measurement of th...
{"title":"Quality costs in education","authors":"T. J. Green","doi":"10.1108/09544780710756214","DOIUrl":"https://doi.org/10.1108/09544780710756214","url":null,"abstract":"Purpose – The purpose of this paper is to identify the relevance of Feigenbaum's quality costs model to managers in higher education and to put forward a possible way of implementing such a model in an educational area.Design/methodology/approach – Following the author's Master's project into the relevance of TQM to a higher education institution, the need to increase student numbers without pro‐rata increase in costs is discussed along with the subsequent need to “measure”. Feigenbaum's model is described in detail with examples of industrial costs compared with higher education costs. A possible way of implementing the model is suggested with justification for the approach taken. The scope of the paper is limited to the model and its possible use.Findings – The paper finds that taking the decision to implement the model requires a willingness to incur costs before realising savings. The examples show that planning the incurring of costs can result in the realised savings – but accurate measurement of th...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130775237","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-19DOI: 10.1108/09544780710756250
Brian D. Jacobs, S. Suckling
Purpose – A critical problem for managers in South Staffordshire Council's one‐stop‐shop customer contact centre, known as South Staffordshire Solutions, was how to assess the achievement of “customer focus” in local services. The purpose of the paper is to view how managers adopted a model of self‐assessment to address the problem.Design/methodology/approach – The paper shows how the EFQM Excellence Model enabled managers to effectively self‐assess critical performance issues relating to customer focus. It also shows how the assessors used the fundamental concepts of the European Foundation for Quality Management (EFQM) Excellence Model to identify a range of service interrelationships affecting customers.Findings – The paper finds that the assessors need to take account of the interrelationships between customer focus, results and learning to assess delivery of value to external customers. The EFQM Excellence Model provided South Staffordshire Council with an effective way of self‐assessing customer‐rel...
{"title":"Assessing customer focus using the EFQM Excellence Model: a local government case","authors":"Brian D. Jacobs, S. Suckling","doi":"10.1108/09544780710756250","DOIUrl":"https://doi.org/10.1108/09544780710756250","url":null,"abstract":"Purpose – A critical problem for managers in South Staffordshire Council's one‐stop‐shop customer contact centre, known as South Staffordshire Solutions, was how to assess the achievement of “customer focus” in local services. The purpose of the paper is to view how managers adopted a model of self‐assessment to address the problem.Design/methodology/approach – The paper shows how the EFQM Excellence Model enabled managers to effectively self‐assess critical performance issues relating to customer focus. It also shows how the assessors used the fundamental concepts of the European Foundation for Quality Management (EFQM) Excellence Model to identify a range of service interrelationships affecting customers.Findings – The paper finds that the assessors need to take account of the interrelationships between customer focus, results and learning to assess delivery of value to external customers. The EFQM Excellence Model provided South Staffordshire Council with an effective way of self‐assessing customer‐rel...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"78 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124827865","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-05-01DOI: 10.1108/09544780710745630
Maria Auxiliadora do Nascimento Mélo, Denise D. Medeiros
Purpose – The purpose of this research is to present a formulation of the System of Competitive Intelligence that is up‐to‐date and responsive to an area of study which enables the constant upgrading and improvement of business management practices, so that a competitive edge may be maintained and a market differentiation established.Design/methodology/approach – This comprises a study of the existing literature and a review of articles of criticism related to the particularities of competitive strategy, systems of competitive intelligence, and the quality of service rendered by health insurance companies of health services, with a view to identifying the main elements needed to attain competitive advantage. From the results gathered, the construction of the model will be started and its strong and weak points commented upon.Findings – It was observed that the Model of System of Competitive Intelligence can guarantee the survival of a company, through analyzing information quickly and in an integrated way...
{"title":"A model for analyzing the competitive strategy of health plan insurers using a system of competitive intelligence","authors":"Maria Auxiliadora do Nascimento Mélo, Denise D. Medeiros","doi":"10.1108/09544780710745630","DOIUrl":"https://doi.org/10.1108/09544780710745630","url":null,"abstract":"Purpose – The purpose of this research is to present a formulation of the System of Competitive Intelligence that is up‐to‐date and responsive to an area of study which enables the constant upgrading and improvement of business management practices, so that a competitive edge may be maintained and a market differentiation established.Design/methodology/approach – This comprises a study of the existing literature and a review of articles of criticism related to the particularities of competitive strategy, systems of competitive intelligence, and the quality of service rendered by health insurance companies of health services, with a view to identifying the main elements needed to attain competitive advantage. From the results gathered, the construction of the model will be started and its strong and weak points commented upon.Findings – It was observed that the Model of System of Competitive Intelligence can guarantee the survival of a company, through analyzing information quickly and in an integrated way...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128238905","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-05-01DOI: 10.1108/09544780710745649
Mattias Elg
Purpose – The purpose of this paper is to show how the present article illuminates the process of how information is constructed in performance measurement systems.Design/methodology/approach – The main argument for using performance measurement is that it creates possibilities for managers to gain knowledge about what is going on within the organization and direct future behaviour. The effectiveness of such a knowledge creation process is partly dependent on local circumstances of how information is being created.Findings – In large scale performance measurement systems we can expect that several people are involved in constructing information. These people are either directly involved or have indirect influence over the construction process. Different motives and cognition play an important role as information is shaped and reshaped from the collection of raw data until its final usage in management settings.Research limitations/implications – The research field is provided with an alternative view of w...
{"title":"The process of constructing performance measurement","authors":"Mattias Elg","doi":"10.1108/09544780710745649","DOIUrl":"https://doi.org/10.1108/09544780710745649","url":null,"abstract":"Purpose – The purpose of this paper is to show how the present article illuminates the process of how information is constructed in performance measurement systems.Design/methodology/approach – The main argument for using performance measurement is that it creates possibilities for managers to gain knowledge about what is going on within the organization and direct future behaviour. The effectiveness of such a knowledge creation process is partly dependent on local circumstances of how information is being created.Findings – In large scale performance measurement systems we can expect that several people are involved in constructing information. These people are either directly involved or have indirect influence over the construction process. Different motives and cognition play an important role as information is shaped and reshaped from the collection of raw data until its final usage in management settings.Research limitations/implications – The research field is provided with an alternative view of w...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"77 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126226992","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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