The TQM Journal: Volume 28 Issue 6

Efficient information-related practices in companies committed to EFQM

Marta Zárraga-Rodríguez, M. Jesús Álvarez

The purpose of this paper is to explore whether or not companies committed to quality management within the European Foundation for Quality Management (EFQM) Excellence Model…

The effect of contingencies on mutual influence among quality awards and quality initiatives

Gururaj Upadhyaya, Subrahmanya Bhat

The purpose of this paper is to examine the interactive nature/mutual influence (MI) among quality initiatives (QI) and quality awards (QA) in Indian organizations subject to…

Preparedness for hospital practice in assuring quality of care

Noor Hazilah Abd Manaf, Roslan Johari Dato Mohd Ghazali, Nor Filzatun Mohd Borhan, Azura Omar, Dinon Mohd, Abideen Adeyemi Adewale, Izhairi Ismail, Zabeda Abdul Hamid

The purpose of this paper is to identify the dimensions of preparedness for hospital practice among newly graduated medical officers in Malaysian hospitals who are undergoing…

Resource and dynamic capabilities in business excellence models to enhance competitiveness

Laura Zapata-Cantu, Jose Humberto Cantu Delgado, Fernando R. Gonzalez

The purpose of this paper is to identify those resources and capabilities that enable national award-winning organizations to generate value to their stakeholders and provide…

The impact of a readiness program for implementing and sustaining continuous improvement processes

Carmen Jaca, Luis Paipa-Galeano, Elisabeth Viles, Ricardo Mateo

The purpose of this paper is to describe a readiness programme designed to increase employees’ awareness of order and cleanliness as a way of building the necessary foundation for…

Customers’ needs and expectations on servicescape surveillance management

Angelo Bonfanti

The purpose of this paper is to identify customers’ needs and expectations regarding servicescape surveillance management (SSM) in order to suggest to service managers how they…

Model based integration of management systems (MSs) – case study

Manuel Ferreira Rebelo, Rui Silva, Gilberto Santos, Pedro Mendes

The purpose of this paper is to present a case study regarding the deployment of a previously developed model for the integration of management systems (MSs). The case study is…

Data quality requirements for water bills

Patrícia Moura e Sá, Rita Martins

The purpose of this paper is to uncover the customers’ concerns with the information disclosed in water services invoices and to analyse them with reference to the data quality…

Operationalising performance measurement dimensions for the Australasian nonprofit healthcare sector

Ishani Buddika Soysa, Nihal Palitha Jayamaha, Nigel Peter Grigg

The purpose of this paper is to develop a performance measurement (PM) framework for Australasian nonprofit organisations (NPOs) involved in healthcare, and operational…

Using HCAHPS data to improve hospital care quality

John C. Carter, Fred N. Silverman

The purpose of this paper is twofold: to enable hospital administrators to increase reimbursement rates under value-based purchasing (VBP) by understanding the process by which…

The mediating role of TQM and organizational excellence, and the moderating effect of entrepreneurial organizational culture on the relationship between ERP and organizational performance

Hassan Saleh Al-Dhaafri, Abdullah Kaid Al-Swidi, Rushami Zien Bin Yusoff

The purpose of this paper is to investigate the relationship between enterprise resource planning (ERP) and organizational performance through examining the mediating effect of…