International Journal of Quality & Reliability Management: Volume 18 Issue 2

A methodology for developing a self‐assessment tool to measure quality performance in organizations

Pui‐Mun Lee, Hesan A. Quazi

This paper proposes a development methodology that uses the assessment criteria of the national quality award as the basis for creating a self‐assessment tool to measure quality…

A study of the transition from ISO 9000 to TQM in the context of organisational learning

Frances M. Hill, Shirley‐Ann Hazlett, Sarah Meegan

Investigates why some companies make a successful transition from ISO 9000 to TQM while others experience difficulty or failure. Identifies factors influencing a successful…

Viewing statistics from a quality control perspective

Howard S. Gitlow

Many students entering “Introduction to statistics” feel that statistics is a difficult subject that will have limited benefit to their lives. In this paper, a different vantage…

Grounded theory methodology and practitioner reflexivity in TQM research

Denis Leonard, Rodney McAdam

There is a paucity of research which seeks to develop TQM theories based on a deep and rich understanding of both socio‐political and technical issues. Resultant theories from…

Translating customers’ voices into operations requirements ‐ A QFD application in higher education

H. Brian Hwarng, Cynthia Teo

In this paper we demonstrate how an institution in higher education can apply the three‐phased, service‐based quality function deployment (QFD) methodology to translate the voices…