Kay C. Tan, Mei F. Wong, Teena Mehta and Hsien H. Khoo
After the successful launch of the Malcolm Baldrige National Quality Award (MBNQA) and European Quality Award (EQA), the governing authorities of many other countries have begun…
Abstract
After the successful launch of the Malcolm Baldrige National Quality Award (MBNQA) and European Quality Award (EQA), the governing authorities of many other countries have begun establishing their own national quality award (NQA) programs. Most NQA models are based on the MBNQA and EQA. Other NQA models choose to be unique. This paper compiles differences in the modeling of 53 NQAs found around the world. From the compilation is derived a set of recommended guidelines for the establishment and further development of NQAs. The guidelines include suggestions for either starting up or enhancing existing NQA programs in both developed and developing countries.
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Theresia A. Pawitra and Kay C. Tan
This research assessed the usefulness of integrating Kano’s model, SERVQUAL, and quality function deployment. The proposed approach aims to help organisations evaluate customer…
Abstract
This research assessed the usefulness of integrating Kano’s model, SERVQUAL, and quality function deployment. The proposed approach aims to help organisations evaluate customer satisfaction, and to assist in innovative product/service development through the identification of attributes that are attractive to the customer. A case study is presented to evaluate the image of Singapore from the perspective of tourists from Indonesia. The attributes of Singapore as a tourist destination were analysed. Key strengths and weaknesses were determined. Change strategies and implications that surfaced from the integrated model were discussed.
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With the success of the Deming Prize, the Malcolm Baldrige National Quality Award, and the European Quality Award, many other countries have developed or are in the midst of…
Abstract
With the success of the Deming Prize, the Malcolm Baldrige National Quality Award, and the European Quality Award, many other countries have developed or are in the midst of developing their own quality award programs. This article provides background information on 16 national quality awards (NQAs) and discusses the similarities and differences among them. Key strengths of each award are also highlighted. Recommendations for developing an NQA are provided based on the findings.
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Kay C. Tan and Theresia A. Pawitra
With increasing market competition, it is not sufficient for organizations to rely solely on continuous improvement in order to maintain and develop their competitive edge. There…
Abstract
With increasing market competition, it is not sufficient for organizations to rely solely on continuous improvement in order to maintain and develop their competitive edge. There is a need to begin a strategic move towards innovation. This paper proposes an integrated approach involving SERVQUAL, Kano’s model, and quality function deployment. The approach aims to help organizations to evaluate customer satisfaction, to guide improvement efforts in strengthening their weak attributes, and to expedite the development of innovative services through the identification of attractive attributes and embedding them into future services. A case study is presented to evaluate the image of Singapore from the Indonesian tourists’ perspective. Several strong and weak attributes of Singapore tourism were identified and analyzed. Strategies to improve the weak attributes were identified.
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Japanese and US organizations, in their strivings to achieve organizational and quality excellence, differ significantly in various aspects of management and work culture…
Abstract
Japanese and US organizations, in their strivings to achieve organizational and quality excellence, differ significantly in various aspects of management and work culture. Spiritual teachings, such as Shintoism and Buddhism, have shaped the Japanese people’s concept of human relations and management philosophy. The West, on the other hand, highly advocates freedom and creative thinking, and has created competitiveness through fostering a culture of entrepreneurship. The US Malcolm Baldrige National Quality Award, the Japanese Deming Prize, and the Japan Quality Award, contain in their frameworks several total quality management (TQM) concepts, including: leadership and social responsibilities, strategies and plans, customer focus/relations, human resource development, information management, processes, quality, suppliers, and overall results. This article compares the distinctive differences and overlapping concepts between the US and Japanese approach to TQM, with regard to the countries’ quality award frameworks and criteria.
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In India, religious beliefs and social values play an important role in the workforce’s perception of work, learning, and human relation. These factors affect how total quality…
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In India, religious beliefs and social values play an important role in the workforce’s perception of work, learning, and human relation. These factors affect how total quality (TQ) should be implemented. This paper attempts to provide insights on what management needs to know about the culture‐related values of India’s workforce. The Rajiv Gandhi National Quality Award (RGNQA) is taken as India’s approach to TQ excellence. The approaches suggested for some of the RGNQA criteria are: leaders should hold authority with kindness; there should be careful/calculated planning and ethical practices; consider cultural background for human resource management, team building, and employee training; consider Gandhi’s teachings and selfless service to customers provide security and rewards; and promote harmony and respect for nature.
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Compared to the rest of the world, quality management in Russia is still in its infancy. Unless an appropriate quality culture is developed to support and sustain quality…
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Compared to the rest of the world, quality management in Russia is still in its infancy. Unless an appropriate quality culture is developed to support and sustain quality management practices, it would be ineffective to introduce quality management systems into Russia. In this article, several critical success factors are identified to promote the effectiveness of quality training and management in Russian organizations.
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Ken Ying Cho, Camelia Kusumo, Keith Kay Hin Tan and S. Mostafa Rasoolimanesh
To manage heritage cities for locals' needs, a contextualized indicator to measure the sustainability of urban heritage is needed because it is often neglected. This study aims to…
Abstract
Purpose
To manage heritage cities for locals' needs, a contextualized indicator to measure the sustainability of urban heritage is needed because it is often neglected. This study aims to identify the stakeholders’ perceptions on sustainability indicators of urban heritage sites in Kuala Lumpur and George Town, Malaysia.
Design/methodology/approach
This study applied a qualitative method by interviewing stakeholders (governmental, experts and communities) who are involved in urban heritage sites. A thematic analysis is used to group the data patterns into themes.
Findings
The existing site management and attention to heritage conservation are varied for both sites. The discussions of the stakeholders on the practicality of indicators, challenges in using indicators and suggestions to improve indicators monitoring provided a richness of concerns for monitoring the sustainability of urban heritage sites in the future. Thus, it is concluded that indicators cannot be generalized and require adaptation to diverse cultural contexts.
Research limitations/implications
Perceptions from local stakeholders can raise concerns when developing indicators in the future. However, this study is only related to two locations with a limited sample size. Deeper conversations or surveys are necessary to identify the criteria for sustaining heritage sites.
Originality/value
This paper reveals the importance of communities’ inclusiveness and their voices for a good urban heritage management policy. Subsequently, it supports the fulfillment towards Sustainable Development Goal 11.4 that highlights the protection of cultural and natural heritage.
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Keith Kay Hin Tan and Camelia May Li Kusumo
Existing tourism studies focusing on Southeast Asia often emphasize the culture, history and heritage of the region or its natural beauty and cuisine, most of which are often…
Abstract
Purpose
Existing tourism studies focusing on Southeast Asia often emphasize the culture, history and heritage of the region or its natural beauty and cuisine, most of which are often viewed as exotic through a Western lens. By contrast, this interdisciplinary study looks at the untapped potential for modern architectural tourism in Singapore as a fascinating and increasingly authentic way of understanding how the next generation of Singaporean residents will live in their land-scarce city-state. This study aims to highlight the importance of modern architecture as a tourism product in a globalized Asian city.
Design/methodology/approach
It engages with visiting architects and their local facilitator to examine the touristic potential energy of cutting-edge residential buildings in Singapore from an intra-Asian viewpoint. By also identifying practical design solutions to promote modern architectural tourism that will have a positive impact on city branding, this study opens the door for future research regarding Southeast Asia’s rapidly changing modern architecture and urban landscape, and how these can be made attractive for its important tourism industry.
Findings
The findings suggest that just as Singapore’s cultural diversity has long been viewed as a touristic asset, its authentic, escapist, exotic and spectacular contemporary residential architecture, if well managed, presented and designed, can provide a unique place for sustainable community interactions between locals and visitors, which will help Singapore develop a unique city brand attractive to architectural tourists and even repeat visitors, through a new concept for authenticity in a global city.
Originality/value
This cross-disciplinary study linking tourism and architecture explores modern architectural tourism in Singapore, specifically in relation to residential buildings where locals and visitors can interact.
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This paper gives a comparative analysis of the foundation of sinology in two Canadian universities. Despite not having diplomatic exchanges, Canada's new relationship with the…
Abstract
Purpose
This paper gives a comparative analysis of the foundation of sinology in two Canadian universities. Despite not having diplomatic exchanges, Canada's new relationship with the People's Republic of China (PRC) ignited a China interest in the Canadian academe. Through York University and the University of Guelph (U of G)'s experiences, readers will learn the rewards and challenges that sinology brings to Canadian higher education.
Design/methodology/approach
This paper offers an overview of the historical foundation of sinology in the Canadian academe. Who pushes through this process? What geopolitical developments triggered young and educated Canadians to learn about China? This paper assesses York and Guelph's process in introducing sinology by relying on university archival resources and personal interviews. Why was York University successful in its mission, which, in turn, made into a comprehensive East Asian Studies degree option in 1971? What obstacles did the U of G face that prohibited it from implementing China Studies successfully?
Findings
After 1949, Canada took a friendlier relationship with the PRC than its neighbor in the south. As China–Canada relations unfolded, Canadian witnessed a dramatic state investment in higher education. The 1960s was a decade of unprecedented university expansion. In the process, sinology enjoyed its significant growth, and both York University and the U of G made their full use of this right timing. However, China Studies at the U of G did not take off. Besides its geolocation disadvantage, Guelph's top-down managerial style in the 1960s, which resulted in collegial disillusionment, was also a significant barrier to this program's success.
Originality/value
Before the Internet age, universities were the first venues for most Canadians to acquire their initial academic knowledge of China. After the Second World War, sinology became popular among students as China became one of the world's “Big Fives”. More Canadians became romanticized with Maoism while opposing America's containment policy. York and Guelph exemplified this trend in Canadian history. Contrary to popular belief, historian Jerome Chen did not establish York's China Studies. Likewise, an ex-US diplomat John Melby did not bring China into Guelph, sinology arrived due to individual scholastic initiatives. Visionaries saw envisioned China's importance in the future world community.