Table of contents
MBNQA criteria used in the GCC countries
Martin Jaeger, Desmond Adair, Sondus Al‐QudahQuality criteria of The Malcolm Baldrige National Quality Award (MBNQA) have been used as a standard for organisational self‐assessment and benchmarking. The threefold purpose of…
Incongruent quality management perceptions between Malaysian hotel managers and employees
Norzuwana Sumarjan, Susan W. Arendt, Mack ShelleyUsing the Malcolm Baldrige National Quality Award (MBNQA) criteria, the purpose of this study is to compare perceptions of Malaysian hotel quality managers (HQMs) and employees on…
Critical factors for process improvement in pharmaceutical research
Hirotaka Inoue, Shu YamadaThe purpose of this report is to present the critical factors necessary for process improvement in pharmaceutical research.
Determinants of students’ loyalty in the Ghanaian banking industry
Bedman NartehThe purpose of this paper is to investigate the determinants of students’ loyalty in retail banks in Ghana.
Root cause analysis, Lean Six Sigma and test of hypothesis
Shri Ashok Sarkar, Arup Ranjan Mukhopadhyay, Sadhan Kumar GhoshIn implementing Six Sigma and/or Lean Six Sigma, a practitioner often faces a dilemma of how to select the subset of root causes from a superset of all possible potential causes…
The interrelationship between service features, job satisfaction and customer satisfaction: Evidence from the transport sector
Angelos Pantouvakis, Nancy BourantaThe aim of this paper is to present a conceptual framework which explores the links between the two service features (physical and interactive), job satisfaction and their impact…
Decision quality by the loss cost of Type I and Type II errors
Ying‐Chieh Chen, Shui‐Chuan Chen, Ying‐Hao ChenThe purpose of this paper is to explore the system requirements model. According to the concept of loss costs of Type I and Type II errors, it can define the optimal decision…
ISSN:
1754-2731e-ISSN:
1754-274XISSN-L:
1754-2731Renamed from:
The TQM MagazineOnline date, start – end:
2008Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Professor Maria Vincenza Ciasullo