Pub Date : 2007-03-06DOI: 10.1108/09544780710729971
U. Manjunath, B. Metri, Shalini Ramachandran
Purpose – The purpose of this article is to provide an analysis of quality management using the Malcolm Baldrige National Quality Award Criteria (MBNQA) criteria in a 300‐bed hospital in South India.Design/methodology/approach – Based on Malcolm Baldrige National Quality Award (MBNQA) criteria in‐depth interviews are conducted with the heads of the departments in the case hospital. Data is analysed and compared with the MBNQA points to evaluate the performance of the hospital in all the seven criteria's of MBNQA.Findings – The paper presents the strengths and opportunities for improvement through MBNQA criteria. The total points scored are 753 out of 1,000 points. This reveals that quality performance of case hospital is of higher level. However among all the seven criteria, the hospital has still more opportunity to improve the quality in MBNQA criteria no. 4, i.e. measure, analysis and knowledge management.Research limitations/implications – This study brings out a potential area of research about how t...
{"title":"Quality management in a healthcare organisation: a case of South Indian hospital","authors":"U. Manjunath, B. Metri, Shalini Ramachandran","doi":"10.1108/09544780710729971","DOIUrl":"https://doi.org/10.1108/09544780710729971","url":null,"abstract":"Purpose – The purpose of this article is to provide an analysis of quality management using the Malcolm Baldrige National Quality Award Criteria (MBNQA) criteria in a 300‐bed hospital in South India.Design/methodology/approach – Based on Malcolm Baldrige National Quality Award (MBNQA) criteria in‐depth interviews are conducted with the heads of the departments in the case hospital. Data is analysed and compared with the MBNQA points to evaluate the performance of the hospital in all the seven criteria's of MBNQA.Findings – The paper presents the strengths and opportunities for improvement through MBNQA criteria. The total points scored are 753 out of 1,000 points. This reveals that quality performance of case hospital is of higher level. However among all the seven criteria, the hospital has still more opportunity to improve the quality in MBNQA criteria no. 4, i.e. measure, analysis and knowledge management.Research limitations/implications – This study brings out a potential area of research about how t...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"28 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-03-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122764991","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 : 2007-03-06DOI: 10.1108/09544780710729999
N. Alsaleh
Purpose – The food industry in Saudi Arabia is continually challenged by fierce competition from giant international food processing firms. In spite of that, it constantly shows signs of growth as reflected in its exports. The competition is expected to propagate after joining the World Trade Organization. An investigation identified the readiness and quality status of the Saudi food industry to endure the new challenge and survive the free trade market. The purpose of this paper is to examine the application of the quality tools in the production setups of this industry and to explore signs of TQM to evaluate its competitiveness.Design/methodology/approach – A sample drawn from the Saudi food industry was exposed to an empirical survey supported by structured interviews to measure the quality standing of the industry. The survey results were statistically analyzed and presented.Findings – Evidence of the adoption of quality tools and an interest to exploit even more advanced quality measures indicate an ...
{"title":"Application of quality tools by the Saudi food industry","authors":"N. Alsaleh","doi":"10.1108/09544780710729999","DOIUrl":"https://doi.org/10.1108/09544780710729999","url":null,"abstract":"Purpose – The food industry in Saudi Arabia is continually challenged by fierce competition from giant international food processing firms. In spite of that, it constantly shows signs of growth as reflected in its exports. The competition is expected to propagate after joining the World Trade Organization. An investigation identified the readiness and quality status of the Saudi food industry to endure the new challenge and survive the free trade market. The purpose of this paper is to examine the application of the quality tools in the production setups of this industry and to explore signs of TQM to evaluate its competitiveness.Design/methodology/approach – A sample drawn from the Saudi food industry was exposed to an empirical survey supported by structured interviews to measure the quality standing of the industry. The survey results were statistically analyzed and presented.Findings – Evidence of the adoption of quality tools and an interest to exploit even more advanced quality measures indicate an ...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-03-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115581080","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 : 2007-03-06DOI: 10.1108/09544780710730014
M. Kumar, S. Sankaran
Purpose – This paper seeks to argue against the conventional wisdom in the current TQM literature that hierarchy is not conducive for TQM. It aims to identify the cultural dynamics that can aid TQM implementation in a hierarchical country like India.Design/methodology/approach – The paper reflects on the existing literature on culture and TQM and develops a mechanism that explains why hierarchy hinders TQM implementation in Western culture and how it can support TQM implementation in Indian culture.Findings – In a people oriented culture like those of Japan and India, nurturance is the juice that sustains hierarchy that finally morphs into collectivism. In these social systems, there need not be conflicting impact of hierarchy and collectivism on TQM implementation if the nurturance aspect of hierarchy is understood. Thus, in the Indian context, hierarchy, operationalised through the guru‐shishya (teacher‐student) relationship between the boss and the subordinate can develop a learning orientation among t...
{"title":"Indian culture and the culture for TQM: a comparison","authors":"M. Kumar, S. Sankaran","doi":"10.1108/09544780710730014","DOIUrl":"https://doi.org/10.1108/09544780710730014","url":null,"abstract":"Purpose – This paper seeks to argue against the conventional wisdom in the current TQM literature that hierarchy is not conducive for TQM. It aims to identify the cultural dynamics that can aid TQM implementation in a hierarchical country like India.Design/methodology/approach – The paper reflects on the existing literature on culture and TQM and develops a mechanism that explains why hierarchy hinders TQM implementation in Western culture and how it can support TQM implementation in Indian culture.Findings – In a people oriented culture like those of Japan and India, nurturance is the juice that sustains hierarchy that finally morphs into collectivism. In these social systems, there need not be conflicting impact of hierarchy and collectivism on TQM implementation if the nurturance aspect of hierarchy is understood. Thus, in the Indian context, hierarchy, operationalised through the guru‐shishya (teacher‐student) relationship between the boss and the subordinate can develop a learning orientation among t...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-03-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129236339","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 : 2007-03-06DOI: 10.1108/09544780710729980
A. Bayati, Allahvirdi Taghavi
Purpose – Small to medium‐sized enterprises (SMEs) constitute 90 percent of all enterprises in Iran. Thus they have an important role in the development of the country. SMEs need to utilise management systems, especially quality systems such as the ISO 9000 series, in their operations. The purpose of this paper is to address the following questions: to what extent do the performances of SMEs change before and after acquiring the ISO 9000 certification and how far do they differ from non‐ISO certified companies?Design/methodology/approach – The authors have studied a sample of SMEs, comprising those that have acquired the ISO 9000 certification after the end of September 2004 and were located in Greater Tehran. Based on the literature review, the authors designed the following methodology to survey the selected SMEs: they developed a questionnaire containing 27 questions relevant to advantages of acquiring ISO certification and sent the same to the selected SMEs; then analysed the responses and performed n...
{"title":"The impacts of acquiring ISO 9000 certification on the performance of SMEs in Tehran","authors":"A. Bayati, Allahvirdi Taghavi","doi":"10.1108/09544780710729980","DOIUrl":"https://doi.org/10.1108/09544780710729980","url":null,"abstract":"Purpose – Small to medium‐sized enterprises (SMEs) constitute 90 percent of all enterprises in Iran. Thus they have an important role in the development of the country. SMEs need to utilise management systems, especially quality systems such as the ISO 9000 series, in their operations. The purpose of this paper is to address the following questions: to what extent do the performances of SMEs change before and after acquiring the ISO 9000 certification and how far do they differ from non‐ISO certified companies?Design/methodology/approach – The authors have studied a sample of SMEs, comprising those that have acquired the ISO 9000 certification after the end of September 2004 and were located in Greater Tehran. Based on the literature review, the authors designed the following methodology to survey the selected SMEs: they developed a questionnaire containing 27 questions relevant to advantages of acquiring ISO certification and sent the same to the selected SMEs; then analysed the responses and performed n...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"205 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-03-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116186946","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}
Purpose – Although there are many quality measurement theories and models, all are imperfect; that is, each has its own advantages and disadvantages. Particularly, some models cannot indicate accurate improvement priorities. The purpose of this study is to develop an integrated performance model that improves service quality and acquires accurate improvement priorities that promote customer satisfaction and eliminate resource wastage.Design/methodology/approach – This study applied a performance matrix and quality loss function (QLF) theory to determine priority items needing improvement. A questionnaire was designed to determine the priority of improvement objectives derived from certain questionnaire items that do not fall into the appropriate performance zone (APZ) of the performance matrix. Finally, the QLF was adopted to rank the improvement objectives in terms of priority. A large QLF area indicates customer satisfaction needs improvement.Findings – This study utilized an employee satisfaction surve...
{"title":"Service quality attributes determine improvement priority","authors":"Shun-Hsing Chen, Ching-Chow Yang, Wen-Tsann Lin, Tsu-Ming Yeh","doi":"10.1108/09544780710730005","DOIUrl":"https://doi.org/10.1108/09544780710730005","url":null,"abstract":"Purpose – Although there are many quality measurement theories and models, all are imperfect; that is, each has its own advantages and disadvantages. Particularly, some models cannot indicate accurate improvement priorities. The purpose of this study is to develop an integrated performance model that improves service quality and acquires accurate improvement priorities that promote customer satisfaction and eliminate resource wastage.Design/methodology/approach – This study applied a performance matrix and quality loss function (QLF) theory to determine priority items needing improvement. A questionnaire was designed to determine the priority of improvement objectives derived from certain questionnaire items that do not fall into the appropriate performance zone (APZ) of the performance matrix. Finally, the QLF was adopted to rank the improvement objectives in terms of priority. A large QLF area indicates customer satisfaction needs improvement.Findings – This study utilized an employee satisfaction surve...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-03-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121148286","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 : 2007-01-16DOI: 10.1108/TQMM.2007.10619AAA.001
A. Douglas
{"title":"Where next for the quality movement","authors":"A. Douglas","doi":"10.1108/TQMM.2007.10619AAA.001","DOIUrl":"https://doi.org/10.1108/TQMM.2007.10619AAA.001","url":null,"abstract":"","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-01-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125095663","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 : 2007-01-16DOI: 10.1108/09544780710720853
Jamshed Siddiqui, Z. Rahman
Purpose – The purpose of this paper is to describe a study conducted in Indian companies to evaluate the role of total quality management (TQM) of information systems (IS) in pragmatically realizing organizational goals. As the Indian customer becomes more and more brand savvy – largely owing to the globalization and advertising boom, quality consciousness is doomed to increase and if quality issues in the Indian industry are not addressed in time, competition might lead to its elimination.Design/methodology/approach – This paper explains TQM philosophy on the basis of principles of top management commitment, customer centric advancements of processes, benchmarking for problem solving, relentless improvement and strengthening the employee base. Data were collected through a questionnaire‐based survey of managers. Results were interpreted by multivariate analysis of qualitative responses.Findings – The paper argues that TQM and IS can be quite fruitful in improving the quality of products and services offe...
{"title":"TQM principles' application on information systems for empirical goals","authors":"Jamshed Siddiqui, Z. Rahman","doi":"10.1108/09544780710720853","DOIUrl":"https://doi.org/10.1108/09544780710720853","url":null,"abstract":"Purpose – The purpose of this paper is to describe a study conducted in Indian companies to evaluate the role of total quality management (TQM) of information systems (IS) in pragmatically realizing organizational goals. As the Indian customer becomes more and more brand savvy – largely owing to the globalization and advertising boom, quality consciousness is doomed to increase and if quality issues in the Indian industry are not addressed in time, competition might lead to its elimination.Design/methodology/approach – This paper explains TQM philosophy on the basis of principles of top management commitment, customer centric advancements of processes, benchmarking for problem solving, relentless improvement and strengthening the employee base. Data were collected through a questionnaire‐based survey of managers. Results were interpreted by multivariate analysis of qualitative responses.Findings – The paper argues that TQM and IS can be quite fruitful in improving the quality of products and services offe...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-01-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131796650","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 : 2007-01-16DOI: 10.1108/09544780710720826
N. Grigg, L. Walls
Purpose – The purpose of this paper is to examine the theoretical interface between statistical thinking, the statistical method of the control chart, and contemporary theories of organisational learning in regard to processes and their improvement.Design/methodology/approach – Theoretical discussion results in an integrated model showing how statistical thinking and methods relate to organisational learning. This is supported by findings from a food industry research project following a design of: exploration (stage 1); theory development (stage 2); and theory testing/refinement (stage 3) incorporating surveys, case studies and key informant interviews.Findings – Empirical evidence shows that statistical techniques such as the control chart can be of benefit to organisations for creating process improvement and organisational learning, providing the charts are utilised to actively convert the data they contain into information and knowledge about the process. Four distinct categories of use of control ch...
{"title":"The role of control charts in promoting organisational learning","authors":"N. Grigg, L. Walls","doi":"10.1108/09544780710720826","DOIUrl":"https://doi.org/10.1108/09544780710720826","url":null,"abstract":"Purpose – The purpose of this paper is to examine the theoretical interface between statistical thinking, the statistical method of the control chart, and contemporary theories of organisational learning in regard to processes and their improvement.Design/methodology/approach – Theoretical discussion results in an integrated model showing how statistical thinking and methods relate to organisational learning. This is supported by findings from a food industry research project following a design of: exploration (stage 1); theory development (stage 2); and theory testing/refinement (stage 3) incorporating surveys, case studies and key informant interviews.Findings – Empirical evidence shows that statistical techniques such as the control chart can be of benefit to organisations for creating process improvement and organisational learning, providing the charts are utilised to actively convert the data they contain into information and knowledge about the process. Four distinct categories of use of control ch...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"111 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-01-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117253455","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 : 2007-01-16DOI: 10.1108/09544780710720808
T. Savolainen, Arto Haikonen
Purpose – The purpose of this paper is to examine the dynamics of organizational learning and continuous improvement (CI) in the context six sigma implementation in business organizations operating in multicultural environments.Design/methodology/approach – A specific research question is: does learning mechanisms and continuous improvement practices support each other and how, and what type of learning can be identified in the improvement of business processes. The question is linked to one of the fundamental issues currently discussed in the field of organizational learning; how do organizations get “from here to there”, in other words, what is the dynamics of the processes of learning and how progressive learning is achieved. A case study of a few Finnish companies is made and a procedural implementation model is applied.Findings – The findings suggest that the learning process is characterized by measurement, detection and correction of errors, and cost reduction. In six sigma implementation, learning...
{"title":"Dynamics of organizational learning and continuous improvement in six sigma implementation","authors":"T. Savolainen, Arto Haikonen","doi":"10.1108/09544780710720808","DOIUrl":"https://doi.org/10.1108/09544780710720808","url":null,"abstract":"Purpose – The purpose of this paper is to examine the dynamics of organizational learning and continuous improvement (CI) in the context six sigma implementation in business organizations operating in multicultural environments.Design/methodology/approach – A specific research question is: does learning mechanisms and continuous improvement practices support each other and how, and what type of learning can be identified in the improvement of business processes. The question is linked to one of the fundamental issues currently discussed in the field of organizational learning; how do organizations get “from here to there”, in other words, what is the dynamics of the processes of learning and how progressive learning is achieved. A case study of a few Finnish companies is made and a procedural implementation model is applied.Findings – The findings suggest that the learning process is characterized by measurement, detection and correction of errors, and cost reduction. In six sigma implementation, learning...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-01-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126116786","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 : 2007-01-16DOI: 10.1108/09544780710720817
R. Sharma, Dinesh Kumar, Pradeep Kumar
Purpose – The purpose of this paper is to describe a structured framework to implement and sustain a quality costing system (QCS) based on process cost modeling (PCM) in process industries.Design/methodology/approach – After reviewing and analyzing various cost accounting methodologies practiced by companies the research objectives were achieved by acknowledging the need to attach fuzziness to notion of “quality”. The imprecise, vague, and complex information related to cost items under Prevention, Appraisal and Failure (PAF) segments is synthesized using well‐established fuzzy principles. A case based approach from process industry is discussed to implement and sustain quality costing system after prioritizing the processes.Findings – While conforming on the results of prior research on practice of quality costing approaches and the problems faced by the companies in implementing a quality management system the fuzzy approach (owing to its sound logic and effectiveness in identifying the vagueness and im...
{"title":"A framework to implement QCS through process cost modeling","authors":"R. Sharma, Dinesh Kumar, Pradeep Kumar","doi":"10.1108/09544780710720817","DOIUrl":"https://doi.org/10.1108/09544780710720817","url":null,"abstract":"Purpose – The purpose of this paper is to describe a structured framework to implement and sustain a quality costing system (QCS) based on process cost modeling (PCM) in process industries.Design/methodology/approach – After reviewing and analyzing various cost accounting methodologies practiced by companies the research objectives were achieved by acknowledging the need to attach fuzziness to notion of “quality”. The imprecise, vague, and complex information related to cost items under Prevention, Appraisal and Failure (PAF) segments is synthesized using well‐established fuzzy principles. A case based approach from process industry is discussed to implement and sustain quality costing system after prioritizing the processes.Findings – While conforming on the results of prior research on practice of quality costing approaches and the problems faced by the companies in implementing a quality management system the fuzzy approach (owing to its sound logic and effectiveness in identifying the vagueness and im...","PeriodicalId":412605,"journal":{"name":"The Tqm Magazine","volume":"37 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-01-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129836365","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}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：