The TQM Journal: Volume 32 Issue 1

2020 and beyond

Alexander Douglas

A 21st century appreciation for: quality, excellence and complex human adaptive systems

Bob Kennedy

The purpose of this paper is to develop a coherent theory and strategy for the achievement of quality outcomes that is meaningful and relevant to people at all levels of society…

Factors for improving performance in ISO 9001 certified small- and medium-sized service enterprises

Andrea Chiarini, Paola Castellani, Chiara Rossato

The purpose of this paper is to investigate the factors that are important for improving the performance of ISO 9001 certified small- and medium-sized service enterprises (SMSEs).

Fuzzy assessment analysis and key improvements to a production system

Yau-Ren Shiau, Hui-Min Chang

The framework of Six Sigma Define-Measure-Analyze-Improve-Control was applied in this study, and various tools and techniques were used at different stages to implement lean…

The heterogeneous implementation of ISO 9001 in service-oriented organizations

Panos T. Chountalas, Anastasios I. Magoutas, Eleni Zografaki

The purpose of this paper is to investigate the heterogeneity in the implementation of the ISO 9001 quality management system in service-oriented organizations, and to identify…

Revising the Kano model for designing an employee compensation system: Developing one-dimensional attributes

Hossein Vaez Shahrestani, Arash Shahin, Hadi Teimouri, Ali Shaemi Barzoki

The purpose of this paper is twofold: first, to revise the Kano model with a focus on one-dimensional attributes; and second, to use the revised model for categorizing and…

Exploring patient empowerment: The link between satisfying physician relationship and patient involvement

Adelaide Ippolito, Francesco Smaldone, Margherita Ruberto

The purpose of this paper is to develop a research framework for exploring and improving patient empowerment through the analysis of the effects produced by a satisfying physician…

Integrated internal audit in management system: A comparative study of manufacturing firms in Malaysia

Noor Aishah Hassan, Suhaiza Hanim Mohamad Zailani, Haslida Abu Hasan

The purpose of this paper is to investigate the implementation of integrated internal audit management (IIAM) and compare the implementation of IIAM by Malaysian firms with…

An exploration of quality management practices in the manufacturing industry of Ethiopia

Sisay Addis

Total quality management (TQM) has long been viewed as a strategy to attain business excellence. However, it is relatively a new concept in the context of emerging economies…

Emergence in TQM, a concept analysis

Everard van Kemenade

The question answered in this paper is: what does the concept of emergence mean in the context of total quality management? The purpose of this paper is to develop a definition…

An application of value stream mapping in auto-ancillary industry: a case study

Naga Vamsi Krishna Jasti, Srinivas Kota, Kuldip Singh Sangwan

Lean manufacturing (LM) plays a major role in eliminating wastes (activities/resources) in a manufacturing organization. Value stream mapping (VSM) is one of the critical tools in…

Airline service quality and visual communication: Do Iraqis and Germans airline passengers’ perceptions differ?

Dalia Suham-Abid, Natalia Vila-Lopez

The purpose of this paper is to analyze differences in airlines service quality perceptions (service content) and visual communication styles (service form) between passengers…