The TQM Magazine: Volume 16 Issue 1
Table of contents
Experienced effects from applying TQM in societal improvement work in a Swedish community
Maria FredrikssonAn increasing number of communities use total quality management (TQM) concepts, traditionally connected with business and industry, for societal development. An outstanding…
On the effectiveness of quality management system audits
I.A. Beckmerhagen, H.P. Berg, S.V. Karapetrovic, W.O. WillbornAn “effective audit” cannot be taken for granted, even though it is performed by trained professionals using proven techniques and in accordance with internationally accepted…
Partnership with internal customers – a way to achieve increased commitment
Roland HarneskAn often‐discussed issue in the total quality management (TQM) philosophy is how to improve internal customer commitment. To find answers one must look at what the actual…
The customer satisfaction in a reduced rank regression framework
Pietro Giorgio LovaglioIn this paper we propose a methodology for the estimation of customer satisfaction conceived as a latent variable specified in the American Customer Satisfaction Index (ACSI…
The profitability of customer‐targeted quality improvement efforts: an empirical examination
Mahmoud Yasin, Elisabete Correia, João LisboaWhile many researchers tend to agree that quality improvement efforts lead to operational and customer‐related organizational gains, the financial bottom‐line impact of quality…
Private versus public sector excellence
Jacob K. Eskildsen, Kai Kristensen, Hans Jørn JuhlThis paper analyses the differences between private and public sector organisations in Denmark in relation to the penetration of holistic management models, how companies achieve…
An index method for measurement of customer satisfaction
Ingrid FečikováCustomer satisfaction (CS) has become an important issue for commercial and public service organisations. Companies win or lose based on what percentage of their customers they…