The TQM Journal: Volume 27 Issue 5

An in-depth review of the internal relationships of the EFQM model

Joaquín Gómez Gómez, Micaela Martínez Costa, Angel R. Martínez Lorente

The European Foundation for Quality Management (EFQM) model is widely used as a management tool in companies. Consequently, it is of great importance to understand the…

The moderating effect of motivations on the relationship between obtaining ISO 9001 certification and organizational performance

Changiz Valmohammadi, Mohsen Kalantari

The purpose of this paper is threefold, first to investigate if ISO 9001 certified companies in an Iranian province (Kermanshah) perform better than non-certified ISO 9001…

ISO 9001 overall performance dimensions: an exploratory study

Evangelos Psomas, Angelos Pantouvakis

– The purpose of this paper is to validate and assess the performance dimensions reflecting ISO 9001 benefits in service companies and to determine their relationships.

The resistance to change in implementation of total quality management (TQM) in Iranian schools

Masoumeh Pourrajab, Ramli Basri, Shaffe Mohd Daud, Soaib Asimiran

The purpose of this paper is to identify the level of resistance to change in implementation of total quality management (TQM) in Iranian schools and investigate the influence of…

Developing and validating a total quality management model for healthcare organisations

Ali Mohammad Mosadeghrad

– The purpose of this paper is to develop a total quality management (TQM) model for healthcare organisations and validate it using a sample of Iranian healthcare organisations.

Exploring the connection between quality management and brain functioning

Yvonne Lagrosen, Frederick T. Travis

– The purpose of this paper is to explore possible connections between brain functioning and quality management.

How “quality” determines customer satisfaction: Evidence from the mystery shoppers’ evaluation

Chih-Hsing Liu, Sheng-Fang Chou, Bernard Gan, Jin-Hua Tu

– The purpose of this paper is to develop a research framework to explain the relationship between overall restaurant quality and customer satisfaction.

Identification and prioritization of barriers to total quality management implementation in service industry : An analytic hierarchy process approach

Faisal Talib, Zillur Rahman

Despite the potential benefits of total quality management (TQM) articulated by quality experts and practitioners, these benefits are not easy to achieve in practice. Many service…

A framework for VSM integrated with Fuzzy QFD

R. Mohanraj, M. Sakthivel, S Vinodh, K.E.K. Vimal

The purpose of this paper is to apply a framework for value stream mapping (VSM) integrated with fuzzy quality function deployment (QFD) for enabling scientific prioritization of…

Modified chart with optimized ARLs in autocorrelated processes

D. R. Prajapati, Sukhraj Singh

The purpose of this paper is to counter autocorrelation by designing the chart, using warning limits. Various optimal schemes of modified chart are proposed for various sample…

How do the practitioners perceive relevancy of lean practices in IT support services?

Goutam Kumar Kundu, B. Murali Manohar, Jayachandra Bairi

The purpose of this paper is to capture and analyze the perception gaps with respect to the current usage and importances of the lean practices from the IT support service…