The TQM Journal: Volume 33 Issue 1

Factors influencing successful hazard analysis and critical control point (HACCP) implementation in hypermarket stores

Shih-Chi Kuo, Hsin-I Hsiao

In Taiwan, hypermarket stores should implement hazard analysis and critical control point (HACCP) according to regulations. The aim of this study was to investigate key factors…

Social media usage in Indian beauty and wellness industry: a qualitative study

Kulvinder Kaur, Pawan Kumar

Advancement in technology has increased the use of social media among Internet users. People are on social media all day and brands cannot miss this opportunity to turn these…

Lean Six Sigma implementation and sustainability roadmap for reducing medication errors in hospitals

Yaifa Trakulsunti, Jiju Antony, Jacqueline Ann Douglas

The purpose of this study is to propose a Lean Six Sigma (LSS) roadmap to guide healthcare practitioners in the implementation of LSS along with a customized LSS tool kit for…

Examining the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies

Dongjun Rew, Joo Jung, Steve Lovett

This study investigates the relationships between innovation, quality, productivity and customer satisfaction in pure service companies. Previous studies have shown a negative…

Learning by doing: an undergraduate lean A3 project in a Kuwaiti bank

Mohamad Alnajem

This case study shows how methods of lean philosophy can be successfully taught to undergraduate students and applied to improving a real-world loan process. Students were…

Examining the relationship between soft total quality management (TQM) aspects and employees' job satisfaction in “ISO 9001” Sudanese oil companies

Abuaraki Osman Ahmed, Abdalla Abdelrahim Idris

Soft total quality management (TQM) aspects are the facets of TQM that mainly concern with the management of human resource in a way to achieve the results of employees' job…

Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach

Barbara Gaudenzi, Ilenia Confente, Ivan Russo

This study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold: (1) to investigate how business customers…

The mediating role of visitor satisfaction in the relationship between museum experience and word of mouth: evidence from Italy

Massimiliano Vesci, Emanuela Conti, Chiara Rossato, Paola Castellani

This paper aims to analyse the quality of experience in the Italian art museum context and to understand the mediating role of satisfaction between museum experiences and…

Product value analysis: a developed cost–benefit analysis ratio based on the Kano and PAF models

Nassibeh Janatyan, Arash Shahin

In this study, an integrative approach of customer satisfaction and cost of quality has been proposed for the value analysis of products based on a cost–benefit ratio.

An empirical investigation and prioritization of barriers toward implementation of agile manufacturing in the manufacturing industry

Rahul Kumar, Kanwarpreet Singh, Sanjiv Kumar Jain

The study aims at empirically investigating and prioritizing the critical barriers for the successful implementation of agile manufacturing in the medium- and large-scale Indian…

Finding a way towards high-quality, accessible tourism: the role of digital ecosystems

Fabio Cassia, Paola Castellani, Chiara Rossato, Claudio Baccarani

Despite a growing interest in accessible tourism, delivering high-quality tourism experiences to people with disabilities (PwD) remains a major challenge. Beyond a number of…

What determinants influence the diffusion of ISO 9001 by countries?

Olga Rodriguez-Arnaldo, Angel R. Martínez-Lorente

This study has the main aim of analyzing the influence of six factors on ISO 9001 implementation: Economic Development, Exporting to Europe, Reputation, Competitiveness…

COVID-19 outbreak: implications on healthcare operations

Higor Leite, Claire Lindsay, Maneesh Kumar

The COVID-19 pandemic is considered a major disruptive event of this decade, raising unforeseen socio-economic implications worldwide. This novel virus has increased the influx of…

Development of an integrated framework of LGSS strategies for Indian manufacturing firms to improve business performance: an empirical study

Lokpriya Gaikwad, Vivek Sunnapwar

This article aims to explore synergies between Lean, Green and Six Sigma practices in order to propose an integrated LGSS framework for continuous and incremental improvement in…