Introducing and use of total quality management in organizations is very current and a complex category which, in the future, will give an incentive of its implementation in order to achieve competitive advantage. The effects of total quality management are only an indicator of further studies. This study is focused on the analysis of a very important point of view in the process of implementing total quality management in organizations for gaining competitive advantage. By integrating the basic principles of total quality management, the organizations themselves begin to experience the benefits and positive effects of utilizing it. The studies that were made will contribute to furthering the knowledge of this current global process and will stimulate organizations to have a more scientific approach to the assessment of the benefits of total quality management in the future, and at the same time, to begin using total quality management in order to acquire competitive advantage.
{"title":"Integrative Approach to Total Quality Management for Gaining Competitive Advantage","authors":"Katerina Kareska","doi":"10.2139/ssrn.3463858","DOIUrl":"https://doi.org/10.2139/ssrn.3463858","url":null,"abstract":"Introducing and use of total quality management in organizations is very current and a complex category which, in the future, will give an incentive of its implementation in order to achieve competitive advantage. The effects of total quality management are only an indicator of further studies. This study is focused on the analysis of a very important point of view in the process of implementing total quality management in organizations for gaining competitive advantage. By integrating the basic principles of total quality management, the organizations themselves begin to experience the benefits and positive effects of utilizing it. The studies that were made will contribute to furthering the knowledge of this current global process and will stimulate organizations to have a more scientific approach to the assessment of the benefits of total quality management in the future, and at the same time, to begin using total quality management in order to acquire competitive advantage.","PeriodicalId":431765,"journal":{"name":"Quality Management eJournal","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-10-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127873673","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}
Applying the new health reform gives an unprecedented interpretation to most of the definitions known under a certain form in the socio-economic, general and managerial relationships in particular. In this context, most specialists support the definition of quality of care by optimal patient care based on the use of standard treatment protocols, additional and individual services that are applied in the system of interactions and interpersonal relationships between physician and patient. Obviously, the way in which healthcare managers are addressing quality differs greatly according to organizational culture, personality, experience and training. Good quality management consists of planning, organizing, practical implementation, leadership by applying the most effective organizational decisions, control and evaluation, and last but not least, reviewing the necessary measures to model management services and processes so that they can respond permanently to the most stringent needs of beneficiaries, suppliers, financiers, etc.
{"title":"Performance Management and Quality Assurance in Primary Healthcare Institutions","authors":"Camelia-Lucia Bakri, Maria Daniela Pipas","doi":"10.2139/ssrn.3387945","DOIUrl":"https://doi.org/10.2139/ssrn.3387945","url":null,"abstract":"Applying the new health reform gives an unprecedented interpretation to most of the definitions known under a certain form in the socio-economic, general and managerial relationships in particular. In this context, most specialists support the definition of quality of care by optimal patient care based on the use of standard treatment protocols, additional and individual services that are applied in the system of interactions and interpersonal relationships between physician and patient. Obviously, the way in which healthcare managers are addressing quality differs greatly according to organizational culture, personality, experience and training. Good quality management consists of planning, organizing, practical implementation, leadership by applying the most effective organizational decisions, control and evaluation, and last but not least, reviewing the necessary measures to model management services and processes so that they can respond permanently to the most stringent needs of beneficiaries, suppliers, financiers, etc.","PeriodicalId":431765,"journal":{"name":"Quality Management eJournal","volume":"35 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124093233","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}
Since 2013, the European Union (EU) is negotiating with the United States of America (US) a Free Trade Agreement (FTA ), the Transatlantic Trade and Investment Partnership (TTI P). A controversial topic in the negotiations are the different quality standards in the agri-food sectors of both negotiating partners. In order to put into force a FTA all the EU Member States have to agree to the implementation of the contract. Poland has been a full EU Member State since 1 May 2004 and gained a strong position within the EU. Thus, the importance of this EU Member State is of great relevance to the EU’s trade policy. The main objective of this article is to analyse Poland’s trading position and its domestic interests. The study primarily aimed at investigating the awareness of the TTI P in the agri-food sector with focus on the quality standards of this industry. There has been no in-depth discussion of this sensitive issue within Polish companies of the sector, yet. In particular, the study identified an uncertainty regarding the application and interpretation of international standards in cross-border customersupplier relationships of food supply chains. For this reason, it is recommended to define these uncertainties and develop proposals for the harmonization and exploitation of synergies. In summary, the results have relevance for the sector.
{"title":"The Role of Quality Management in the Context of the Transatlantic Trade and Investment Partnership (TTIP): The Case of the Polish Agri-Food Sector","authors":"Katja Pietrzyck, B. Petersen, S. Jarzębowski","doi":"10.30858/zer/94479","DOIUrl":"https://doi.org/10.30858/zer/94479","url":null,"abstract":"Since 2013, the European Union (EU) is negotiating with the United States of America (US) a Free Trade Agreement (FTA ), the Transatlantic Trade and Investment Partnership (TTI P). A controversial topic in the negotiations are the different quality standards in the agri-food sectors of both negotiating partners. In order to put into force a FTA all the EU Member States have to agree to the implementation of the contract. Poland has been a full EU Member State since 1 May 2004 and gained a strong position within the EU. Thus, the importance of this EU Member State is of great relevance to the EU’s trade policy. The main objective of this article is to analyse Poland’s trading position and its domestic interests. The study primarily aimed at investigating the awareness of the TTI P in the agri-food sector with focus on the quality standards of this industry. There has been no in-depth discussion of this sensitive issue within Polish companies of the sector, yet. In particular, the study identified an uncertainty regarding the application and interpretation of international standards in cross-border customersupplier relationships of food supply chains. For this reason, it is recommended to define these uncertainties and develop proposals for the harmonization and exploitation of synergies. In summary, the results have relevance for the sector.","PeriodicalId":431765,"journal":{"name":"Quality Management eJournal","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-09-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126365918","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 – The purpose of this paper is to examine the effect of organization supply chain network and information sharing on influencing credit quality, or more specifically, whether bridging tie (structural network) or strong tie (relational network) and information sharing of organizational in the supply chain can improve the availability of credit quality. Design/methodology/approach – A survey was conducted in manufacturing industry in Malaysia and 100 valid questionnaires were used to test all the hypotheses. The data were then analyzed by employing partial least squares path modeling. Practical implication - Although in-depth interviews complemented the survey in this study, the complex supply chain structure and financing processes have not been explored. Findings – The results suggest that strong tie, bridging tie and information sharing of organizational can lead to a positive effect on credit quality, which can further enhance the credit quality for organization. Originality/value – Despite their crucial role in sustaining national economies, organization are beset by the critical constraint of risk-free financing. Based on a survey, this research finds that the credit quality of organization is affected by three important factors: concerns information sharing, bridging ties and strong ties in supply chain that relates to the attributes of credit quality of organization. This study implies that a organization may have a financing advantage for better embedding in the supply chain network, but different effects will be experienced according to constraints associated with information asymmetry in the supply chain.
{"title":"The Relationship between Supply Chain Network and Information Sharing Toward Credit Quality","authors":"Hakimi Haris","doi":"10.2139/ssrn.3090132","DOIUrl":"https://doi.org/10.2139/ssrn.3090132","url":null,"abstract":"Purpose – The purpose of this paper is to examine the effect of organization supply chain network and information sharing on influencing credit quality, or more specifically, whether bridging tie (structural network) or strong tie (relational network) and information sharing of organizational in the supply chain can improve the availability of credit quality. \u0000Design/methodology/approach – A survey was conducted in manufacturing industry in Malaysia and 100 valid questionnaires were used to test all the hypotheses. The data were then analyzed by employing partial least squares path modeling. \u0000Practical implication - Although in-depth interviews complemented the survey in this study, the complex supply chain structure and financing processes have not been explored. \u0000Findings – The results suggest that strong tie, bridging tie and information sharing of organizational can lead to a positive effect on credit quality, which can further enhance the credit quality for organization. \u0000Originality/value – Despite their crucial role in sustaining national economies, organization are beset by the critical constraint of risk-free financing. Based on a survey, this research finds that the credit quality of organization is affected by three important factors: concerns information sharing, bridging ties and strong ties in supply chain that relates to the attributes of credit quality of organization. This study implies that a organization may have a financing advantage for better embedding in the supply chain network, but different effects will be experienced according to constraints associated with information asymmetry in the supply chain.","PeriodicalId":431765,"journal":{"name":"Quality Management eJournal","volume":"6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131384222","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}
The rudiments and repercussions of the transformative global economy have reshaped the Service Management industry and other developed economies. Business process innovation using Lean Six Sigma (LSS) methodology has long been considered to improve service quality, process efficiency, and organizational performance by deploying Kaizen projects. This paper presents the business process innovation using Define, Measure, Analyze, Improve and Control (DMAIC) methodology. The results show that the Kaizen Project positively impacted the company's productivity and support efficiency and exceeded Service Level Agreement (SLA). The researcher recommends that the organization should continuously embark on process improvement, document lessons learned, share best practices, and champion LSS projects in larger scale and support operational units in institutionalizing the same innovation. Further studies could be done on the basis of how one-time scheme process better the quality of the service or product by using other framework and process improvement methodology.
{"title":"A Frontier in Organizational and Business Process Innovation in Service Management Through Lean Six Sigma Kaizen Project Implementation","authors":"Daniel Jr. Dasig","doi":"10.20474/jabs-3.6.2","DOIUrl":"https://doi.org/10.20474/jabs-3.6.2","url":null,"abstract":"The rudiments and repercussions of the transformative global economy have reshaped the Service Management industry and other developed economies. Business process innovation using Lean Six Sigma (LSS) methodology has long been considered to improve service quality, process efficiency, and organizational performance by deploying Kaizen projects. This paper presents the business process innovation using Define, Measure, Analyze, Improve and Control (DMAIC) methodology. The results show that the Kaizen Project positively impacted the company's productivity and support efficiency and exceeded Service Level Agreement (SLA). The researcher recommends that the organization should continuously embark on process improvement, document lessons learned, share best practices, and champion LSS projects in larger scale and support operational units in institutionalizing the same innovation. Further studies could be done on the basis of how one-time scheme process better the quality of the service or product by using other framework and process improvement methodology.","PeriodicalId":431765,"journal":{"name":"Quality Management eJournal","volume":"27 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-12-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133778741","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: The aim of this study is to examine the quality of hospital services as perceived by patients in terms of patient satisfaction with services. Design/Methodology/Approach: A conceptual framework of quality of hospital services, developed by Padma et al. (2009), composed by eight quality dimensions, applied the performance measurement model (SERVPERF), was used for the approach. The Quality Score Tool was a two-part questionnaire that quantified patient satisfaction with benchmarks of the quality dimensions. In order to investigate the above model, the case study method was utilized. The survey was conducted in a public regional hospital. Findings: Five (5) quality dimensions (5Qs) have found having a significant impact on overall quality of service, measure of patient satisfaction in the hospital. These dimensions are on a hierarchical scale: "clinical care", "social responsibility", "staff quality", "infrastructure" and "Hospital reliability". Originality/Value: The results of this study can be used as a source of feedback to hospital management, meaning that they can essentially lead to improved adjustments or serve as a basis of process reengineering.
{"title":"Measuring the Quality of Health Services Provided at a Greek Public Hospital through Patient Satisfaction. Case Study: The General Hospital of Kavala","authors":"Vasiliki Georgiadou, D. Maditinos","doi":"10.25103/IJBESAR.102.06","DOIUrl":"https://doi.org/10.25103/IJBESAR.102.06","url":null,"abstract":"Purpose: The aim of this study is to examine the quality of hospital services as perceived by patients in terms of patient satisfaction with services. Design/Methodology/Approach: A conceptual framework of quality of hospital services, developed by Padma et al. (2009), composed by eight quality dimensions, applied the performance measurement model (SERVPERF), was used for the approach. The Quality Score Tool was a two-part questionnaire that quantified patient satisfaction with benchmarks of the quality dimensions. In order to investigate the above model, the case study method was utilized. The survey was conducted in a public regional hospital. Findings: Five (5) quality dimensions (5Qs) have found having a significant impact on overall quality of service, measure of patient satisfaction in the hospital. These dimensions are on a hierarchical scale: \"clinical care\", \"social responsibility\", \"staff quality\", \"infrastructure\" and \"Hospital reliability\". Originality/Value: The results of this study can be used as a source of feedback to hospital management, meaning that they can essentially lead to improved adjustments or serve as a basis of process reengineering.","PeriodicalId":431765,"journal":{"name":"Quality Management eJournal","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128005944","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 : 2016-11-14DOI: 10.1108/MRR-12-2015-0291
B. Ozkan, J. Rubio, M. Hassan, Ronnie Davis
Purpose This paper aims to expand the literature on financial and operational performance by analyzing the effects of undergoing through Six Sigma training. Design/methodology/approach The effects of implementing Six Sigma trainings is analyzed for 108 Fortune 500 companies. The authors estimate long-term stock returns and 14 financial ratios of Six Sigma companies, both pre- and post-adoption periods. Furthermore, The authors match the 108 companies by size and industry to 108 non-Six Sigma companies also within the Fortune 500. Findings Looking at long-term stock returns, the evidence shows that Six Sigma firms need at least four years before they start to outperform the controlling sample. Furthermore, looking at operational performance, unlike prior reported results, the authors find supporting, and more importantly, persisting statistical evidence that Six Sigma firms are less liquid and have a negative growth in staff levels in comparison to the matching firms. Social implications The findings of this suggest that if Six Sigma provides any value to the company, it comes at the expense of overloaded staff levels, as evidenced by the fact that Six Sigma firms have less growth in staff levels than the matching firms. Originality/value It is one of the first paper to thoroughly investigate the effects on both financial performance and operational performance of spending, sometimes billions of dollars, in Six Sigma training.
{"title":"Six Sigma Stock Returns and Operating Performance","authors":"B. Ozkan, J. Rubio, M. Hassan, Ronnie Davis","doi":"10.1108/MRR-12-2015-0291","DOIUrl":"https://doi.org/10.1108/MRR-12-2015-0291","url":null,"abstract":"Purpose \u0000 \u0000 \u0000 \u0000 \u0000This paper aims to expand the literature on financial and operational performance by analyzing the effects of undergoing through Six Sigma training. \u0000 \u0000 \u0000 \u0000 \u0000Design/methodology/approach \u0000 \u0000 \u0000 \u0000 \u0000The effects of implementing Six Sigma trainings is analyzed for 108 Fortune 500 companies. The authors estimate long-term stock returns and 14 financial ratios of Six Sigma companies, both pre- and post-adoption periods. Furthermore, The authors match the 108 companies by size and industry to 108 non-Six Sigma companies also within the Fortune 500. \u0000 \u0000 \u0000 \u0000 \u0000Findings \u0000 \u0000 \u0000 \u0000 \u0000Looking at long-term stock returns, the evidence shows that Six Sigma firms need at least four years before they start to outperform the controlling sample. Furthermore, looking at operational performance, unlike prior reported results, the authors find supporting, and more importantly, persisting statistical evidence that Six Sigma firms are less liquid and have a negative growth in staff levels in comparison to the matching firms. \u0000 \u0000 \u0000 \u0000 \u0000Social implications \u0000 \u0000 \u0000 \u0000 \u0000The findings of this suggest that if Six Sigma provides any value to the company, it comes at the expense of overloaded staff levels, as evidenced by the fact that Six Sigma firms have less growth in staff levels than the matching firms. \u0000 \u0000 \u0000 \u0000 \u0000Originality/value \u0000 \u0000 \u0000 \u0000 \u0000It is one of the first paper to thoroughly investigate the effects on both financial performance and operational performance of spending, sometimes billions of dollars, in Six Sigma training.","PeriodicalId":431765,"journal":{"name":"Quality Management eJournal","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2016-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131713385","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}
V. Ahuja, J. Birge, C. Syverson, E. Huang, M. Sohn
The U.S. government regulates consumer products through its various federal agencies. One such agency is the Food and Drug Administration (FDA) that governs the approval and safe public use of pharmaceutical products. If a drug is found unsafe, the FDA can issue a recall or a black box warning (BBW). This regulatory decision directly affects an operational decision: providers' production technology, affecting their treatment choices. Existing methods for monitoring drug safety are geared towards identifying unknown adverse drug reactions (ADRs) and suffer from several shortcomings such as reliance on limited data. There is a lack of data-driven approaches to evaluate a drug's association with a specific ADR. We propose a data-driven approach that fills this gap. We demonstrate the workings of our approach using a controversial BBW on a diabetes drug that warned prescribers of an increased risk of heart attack and cardiovascular mortality with the drug. Our findings, based on a large and comprehensive dataset, suggest that the drug was not harmful. On the contrary, we find that individuals who used the drug were less likely to die from cardiovascular complications or experience a heart attack. Our approach is robust to multiple specifications, avoids selection bias, and is complementary to existing drug surveillance systems. Further, our approach offers policymakers a decision support system to carefully assess drug safety in a real-world setting. Our approach can be extended to other consumer products that are subject to recalls and/or warnings such as toys, food, and automobiles.
{"title":"Quality Management Using Data Analytics: An Application to Pharmaceutical Regulation","authors":"V. Ahuja, J. Birge, C. Syverson, E. Huang, M. Sohn","doi":"10.2139/ssrn.2709881","DOIUrl":"https://doi.org/10.2139/ssrn.2709881","url":null,"abstract":"The U.S. government regulates consumer products through its various federal agencies. One such agency is the Food and Drug Administration (FDA) that governs the approval and safe public use of pharmaceutical products. If a drug is found unsafe, the FDA can issue a recall or a black box warning (BBW). This regulatory decision directly affects an operational decision: providers' production technology, affecting their treatment choices. Existing methods for monitoring drug safety are geared towards identifying unknown adverse drug reactions (ADRs) and suffer from several shortcomings such as reliance on limited data. There is a lack of data-driven approaches to evaluate a drug's association with a specific ADR. We propose a data-driven approach that fills this gap. We demonstrate the workings of our approach using a controversial BBW on a diabetes drug that warned prescribers of an increased risk of heart attack and cardiovascular mortality with the drug. Our findings, based on a large and comprehensive dataset, suggest that the drug was not harmful. On the contrary, we find that individuals who used the drug were less likely to die from cardiovascular complications or experience a heart attack. Our approach is robust to multiple specifications, avoids selection bias, and is complementary to existing drug surveillance systems. Further, our approach offers policymakers a decision support system to carefully assess drug safety in a real-world setting. Our approach can be extended to other consumer products that are subject to recalls and/or warnings such as toys, food, and automobiles.","PeriodicalId":431765,"journal":{"name":"Quality Management eJournal","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128579473","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 : 2015-08-05DOI: 10.1108/TQM-11-2013-0122
Faisal Talib, Z. Rahman
Purpose – Despite the potential benefits of total quality management (TQM) articulated by quality experts and practitioners, these benefits are not easy to achieve in practice. Many service industries have found difficult to implement TQM successfully. The present study investigates and categorizes the barriers to a successful implementation of TQM program in the service industry. The purpose of this paper is to understand TQM barriers and prioritize their relative importance by ranking them in the service industry.Design/methodology/approach – Based on previously published literature on TQM barriers in service industry and after discussions with quality experts, this study utilizes a set of 12 barriers to TQM as identified by the authors of TQM barriers to accomplish the objectives of the present study. The 12 barriers were divided into three categories. These barriers were prioritized and ranked using an analytic hierarchy process (AHP) approach, a multi-criteria decision-making process.Findings – In this research, the category “managerial issues” was found to be the most important, followed by “people-oriented issues” and “organizational issues” based on their priority weights. The results have also highlighted that the barrier “lack of communication” was the most significant among all the other barriers. It was followed by “lack of top-management commitment,” “employee’s resistance to change,” and “lack of coordination between departments.” The least significant barrier was “high turnover at management level.”Practical implications – The study ranks the barriers, from the most important to the least important, which will allow managers and practitioners in the service industry to decide which barriers they need to pay attention to and work on for a successful implementation of TQM.Originality/value – The strength of this study is the development of a comprehensive model for the investigation and prioritization of barriers that the service industry experiences when implementing a TQM program. Presenting TQM barriers in the form of AHP-based model and categorizing barriers is a new effort in the area of TQM.
{"title":"Identification and Prioritization of Barriers to Total Quality Management Implementation in Service Industry: An Analytic Hierarchy Process Approach","authors":"Faisal Talib, Z. Rahman","doi":"10.1108/TQM-11-2013-0122","DOIUrl":"https://doi.org/10.1108/TQM-11-2013-0122","url":null,"abstract":"Purpose – Despite the potential benefits of total quality management (TQM) articulated by quality experts and practitioners, these benefits are not easy to achieve in practice. Many service industries have found difficult to implement TQM successfully. The present study investigates and categorizes the barriers to a successful implementation of TQM program in the service industry. The purpose of this paper is to understand TQM barriers and prioritize their relative importance by ranking them in the service industry.Design/methodology/approach – Based on previously published literature on TQM barriers in service industry and after discussions with quality experts, this study utilizes a set of 12 barriers to TQM as identified by the authors of TQM barriers to accomplish the objectives of the present study. The 12 barriers were divided into three categories. These barriers were prioritized and ranked using an analytic hierarchy process (AHP) approach, a multi-criteria decision-making process.Findings – In this research, the category “managerial issues” was found to be the most important, followed by “people-oriented issues” and “organizational issues” based on their priority weights. The results have also highlighted that the barrier “lack of communication” was the most significant among all the other barriers. It was followed by “lack of top-management commitment,” “employee’s resistance to change,” and “lack of coordination between departments.” The least significant barrier was “high turnover at management level.”Practical implications – The study ranks the barriers, from the most important to the least important, which will allow managers and practitioners in the service industry to decide which barriers they need to pay attention to and work on for a successful implementation of TQM.Originality/value – The strength of this study is the development of a comprehensive model for the investigation and prioritization of barriers that the service industry experiences when implementing a TQM program. Presenting TQM barriers in the form of AHP-based model and categorizing barriers is a new effort in the area of TQM.","PeriodicalId":431765,"journal":{"name":"Quality Management eJournal","volume":"421 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-08-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132872844","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}
This study aims at classifing hotels in Jordan into groups based on their Total Quality Management (TQM) implementation. Using a survey methodology, the TQM questionnaire was designed to measure the level of TQM implementation throughout Critical Success Factors (CSFs) which are necessary for TQM implementation. A total of 345 TQM questionnaires were distributed to managers, working in 17 four- and five-star Jordanian hotels. The researcher obtained 227 usable TQM questionnaires. The results classified Jordanian hotels based on the CSFs for TQM implementation. More specifically, using cluster analysis on the CSFs of TQM resulted in two groups of hotels: ‘low TQM adopters’ and ‘high TQM adopters’. These two groups showed significant differences across the TQM CSFs.
{"title":"Classifying Jordanian Hotels Based on their TQM Implementations","authors":"Mukhles M. A. Al-Ababneh","doi":"10.12816/0007484","DOIUrl":"https://doi.org/10.12816/0007484","url":null,"abstract":"This study aims at classifing hotels in Jordan into groups based on their Total Quality Management (TQM) implementation. Using a survey methodology, the TQM questionnaire was designed to measure the level of TQM implementation throughout Critical Success Factors (CSFs) which are necessary for TQM implementation. A total of 345 TQM questionnaires were distributed to managers, working in 17 four- and five-star Jordanian hotels. The researcher obtained 227 usable TQM questionnaires. The results classified Jordanian hotels based on the CSFs for TQM implementation. More specifically, using cluster analysis on the CSFs of TQM resulted in two groups of hotels: ‘low TQM adopters’ and ‘high TQM adopters’. These two groups showed significant differences across the TQM CSFs.","PeriodicalId":431765,"journal":{"name":"Quality Management eJournal","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-09-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129945578","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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