International Journal of Quality & Reliability Management: Volume 21 Issue 1

Reliability‐based analysis of service recovery

Jacob V. Simons

To succeed, service businesses must offer their customers high‐quality, reliable service. However, many of the characteristics that make services unique also make it difficult to…

A new forecasting model for the diffusion of ISO 9000 standard certifications in European countries

Fiorenzo Franceschini, Maurizio Galetto, Giovanni Giannì

ISO 9000 standards for quality system management are involving a higher and higher number of enterprises and organizations. This paper presents a detailed analysis of…

Influencing the future of TQM: internal and external driving factors

Rodney McAdam, Joan Henderson

The aim of this paper is to investigate the future of total quality management (TQM) by determining the scope and depth of the influencing or driving factors that will shape the…

Strategic orientation and financial performance of firms implementing ISO 9000

Efthalia Dimara, Dimitris Skuras, Kostas Tsekouras, Stavros Goutsos

The ISO 9000 scheme has been reproved for being a paper driven process with little if no impact on firm performance. As international scientific literature indicates a wide range…

Comparison of two process capabilities by using indices Cpm: an application to a color STN display

Jann‐Pygn Chen, K.S. Chen

Recent years have seen mounting interest in measuring process performance in the manufacturing industry. Analysis of process capability indices allows a production department to…

Warranty cost estimation of a multi‐module product

D.K. Manna, Surajit Pal, A. Kulandaiyan

This article deals with the problem of cost estimation for increased warranty time of a multi‐module product. The warranty policy of interest is two‐dimensional involving warranty…