International Journal of Quality & Reliability Management: Volume 37 Issue 3

Improving service quality: Examining the drivers and outcomes of TQM internalization in organizations

Flevy Lasrado, Munyaradzi Nyadzayo

The purpose of this paper is to examine the mediating role of total quality management (TQM) internalization factors on the relationship between the proposed drivers…

Development of a conceptual auditing framework by integrating ISO 9001 principles within auditing

Omran Ahmad Abuazza, Ashraf Labib, Barbara M. Savage

The purpose of this paper is to develop a conceptual auditing framework (CAF), which can help the organizations that experience difficulties with current ISO 9001 auditing to…

Reliability estimation in a multicomponent stress–strength based on unit-Gompertz distribution

Mayank Kumar Jha, Sanku Dey, Yogesh Mani Tripathi

The purpose of this paper is to estimate the multicomponent reliability by assuming the unit-Gompertz (UG) distribution. Both stress and strength are assumed to have an UG…

Knowledge management, customer satisfaction and organizational image discriminating certified from non-certified (ISO 9001) municipalities

Elisabeth Brito, Leonor Pais, Nuno Rebelo dos Santos, Cláudia Figueiredo

The purpose of this paper is to ascertain the extent to which knowledge management (KM), customer satisfaction (CS) and organizational image (OI) discriminate quality-certified…

An empirical study into the limitations and emerging trends of Six Sigma in manufacturing and service organisations

Jiju Antony, Michael Sony

The purpose of this paper is to carry out an empirical study of the limitations and emerging trends of Six Sigma in manufacturing and service companies.

Modelling complex measurement processes for measurement uncertainty determination

Tobias Mueller, Meike Huber, Robert Schmitt

Measurement uncertainty is present in all measurement processes in the field of production engineering. However, this uncertainty should be minimized to avoid erroneous decisions…