The TQM Journal: Volume 34 Issue 4

The impact of quality management practices on knowledge management processes: a study of a social security corporation in Jordan

Ata Al Shraah, Ayman Abu-Rumman, Faisal Al Madi, Fawwaz Ali Farhan Alhammad, Ayah Ahmad AlJboor

This study aimed to investigate the impact of total quality practices on knowledge management (KM) processes across a Social Security Corporation (SSC) in Jordan and explore the…

What matters most in achieving customer satisfaction in banking? A study from the perspective of employee characteristics

Wajeeha Aslam, Kashif Farhat, Imtiaz Arif, Chai Lee Goi

This study aims to identify the factors that influence customer satisfaction in the banking sector from the perspective of employee characteristics. More specifically, this study…

The effect of intellectual capital on fraud in financial statements

Afsaneh Lotfi, Mahdi Salehi, Mahmoud Lari Dashtbayaz

The purpose of this present study is to assess the impact of intellectual capital (IC) on fraud in listed firms' financial statements on the Tehran Stock Exchange (TSE). In other…

Application of Lean Six Sigma in conservative dentistry: an action research at an Indian dental college

Ajay Noronha, Shreeranga Bhat, E.V. Gijo, Jiju Antony, Suma Bhat

The article evaluates the obstacles, lessons learned and managerial implications of deploying Lean Six Sigma (LSS) in a dental college hospital in India.

The effect of multidimensional service quality on word of mouth in university on-campus healthcare centers

Ala' Omar Dandis, Amr Anwar Jarrad, Jamal M M Joudeh, Ibrahim Lewis Mukattash, Anas Ghassan Hassouneh

The purpose of this paper is to investigate the impact of multidimensional service quality on word of mouth (WOM) in university on-campus healthcare centers.

The relationship between managerial attributes and firm risk-taking

Mahdi Salehi, Arash Arianpoor, Nader Naghshbandi

The main objective of the paper is to examine the relationship between managerial attributes (e.g. managerial entrenchment, managerial myopia and managerial overconfidence) and…

Total quality management 4.0: adapting quality management to Industry 4.0

Fabiane Florencio de Souza, Alana Corsi, Regina Negri Pagani, Giles Balbinotti, João Luiz Kovaleski

The purpose of this article is to explore the new concept of TQM 4.0 as a way of adapting quality management (QM) in Industry 4.0 (I4.0), guiding industries to this new phase…

Evaluation of the integration level of quality and environmental management systems in a tire manufacturer

Thais Coutinho Gonçalves Silva, Rosley Anholon, Izabela Simon Rampasso, Osvaldo Luiz Gonçalves Quelhas, Walter Leal Filho, Luis Antonio Santa-Eulalia, Francisco Rodrigues Lima Junior

This article aims to evaluate the integration level of a quality management system (QMS) and an environmental management system (EMS) in a tire manufacturer and propose a guide to…

The influence of cost of quality on the performance of food manufacturing companies: an empirical study

Niveen Mohammed Ghunaim, Ayham A.M. Jaaron

Due to the ever-increasing competitive and complex business environments, food manufacturing companies have to maintain high-quality products while simultaneously minimizing…

Relationship between lean tools and operational and environmental performance by integrated ISM–Bayesian network approach

Chaochao Liu, Zhanwen Niu, Qinglin Li

Existing studies suggested that there is a nonlinear relationship between lean production adoption and organizational performance. Lean production adoption is a gradual process…

Risk-based prioritization method for planning and allocation of resources in public sector

Felix P. Santhiapillai, R.M. Chandima Ratnayake

The purpose of this paper is to present a risk-based prioritization method (RBPM), using functional failure risk and strategic importance assessment, in order to support public…