The TQM Journal: Volume 23 Issue 5

Understanding the interdependencies of quality problems and productivity

Theodor Nebl, Anne‐Katrin Schroeder

This viewpoint seeks to provide evidence that up until now, neither a systematic analysis of quality problems in terms of resource, process and product quality has been…

The impact of TQM implementation on the organizational performance of Iranian manufacturing SMEs

Changiz Valmohammadi

The purpose of this study is to provide reliable and valid constructs of total quality management (TQM) and a measurement instrument in the context of Iranian manufacturing small…

Behavior patterns of quality cost categories

Arvind Chopra, Dixit Garg

The purpose of this paper is to find out the behavior patterns of different quality cost categories to enable us to take the right decisions in allocating resources for reducing…

High‐involvement work practices, quality results, and the role of HR function: An exploratory study of manufacturing firms in Sri Lanka

Vathsala Wickramasinghe, Anuradha Gamage

This article explores the relationship between high‐involvement work practices and quality results, and the role of HR function in the implementation of quality and…

Delighting customers of management education in India: a student perspective, part II

Sangeeta Sahney

Educational institutions must provide quality of services so as to be to able to delight the customers and be able to compete and achieve a leading position in the long run. This…

Differences between public administrators' and elected officials' perspectives on the role of the citizen in service quality improvement processes

Fabio Cassia, Francesca Magno

According to the “New Public Management” paradigm, citizens are viewed as active participants through all the different steps of service planning and provision. Nonetheless…

Travel agencies in Alicante, Spain: a productivity analysis

Alberto Álvarez‐Suárez, Ramón Fuentes

The purpose of this paper is to provide lines of action based on the results aimed at improving the future levels of productivity of the travel agencies in Alicante.

Optimizing Factory Performance: Cost Effective Ways to Achieve Significant and Sustainable Improvement

Kasturi Narasimhan

13th Toulon-Verona Conference, “Excellence in Services”

Professor Claudio Baccarani, Professor Jacques Martin