Adoption Of Quality Management Systems Research Articles

Business Excellence Models and External Stakeholders Influencing the Late Adoption of Quality Management Systems in Zimbabwe Hotel Industry

The main objective of this paper was to determine business excellences and stakeholders influencing the late adoption of quality management systems in Zimbabwe hotel industry and suggest recommendation that encourages adoption of quality management systems. The study followed a multi case study approach, with 9 hotels from Harare chosen purposively to represent the hotel industry in Zimbabwe. In-depth interviews and focus group discussions were used to get data from hotel managers, key stakeholders and staff members. Directed content analysis was used to analyse data. The results revealed that hotels in Zimbabwe do not follow internationally recognised business excellence models. Five key external stakeholders – banks, Zimbabwe Tourism Authority, Tourism Business Council of Zimbabwe, Hospitality Association of Zimbabwe, tourists and Standard Association of Zimbabwe were identified to be influencing adoption of quality management systems in the hotel industry. The study recommended for the establishment of local business excellence models that are specific to hotels in Zimbabwe and for the government to avail accessible revolving bank loans for the hotels to invest towards quality management systems. The determination of the external stakeholders influencing late adoption of quality management systems in the hotel industry and use of business excellence models will help improve the adoption of QMSs under Zimbabwe's National Development Strategy 1 (NDS) to realise Vision 2030 "Towards a Prosperous and Empowered Upper Middle-Income Society".

Factors Affecting the Adoption of Quality Management Systems in Zimbabwean Hotels

This paper aims at highlighting factors contributing to late adoption of quality management systems (QMS) in the Zimbabwe hotel industry. The research answered questions on: What are the internal factors affecting adoption of QMS in hotels; What are the external factors affecting adoption of QMS in the hotels. Hotel managers and key stakeholders in the hotel industry were interviewed to get data. Focus group discussions was used to get data from hotel staff members. Directed content analysis was used to analyse data. Some of the internal factors affecting adoption of QMS in the hotel industry in Zimbabwe identified are high staff and management turnover, absence of specialised quality function, poor remuneration of hotel employees and lack of financial resources. While some of the external factors identified are high taxes and licensing fees, industry over regulation, hyperinflation, and poor industry supporting infrastructure. The study recommended for creation of hotel industry stakeholder platform to enhance adoption of QMS in the hotel industry looking at how best to ease the identified factors. There is need for a review of hotel industry operating environment from regulator perspective so as to ease the operating environment which can improve the hotels sustainability.

Stakeholders’ Awareness of Quality and Quality Management Systems in Zimbabwean Hotels

The aim of the study was to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry. This study sought to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry by (1) establishing the definition of quality, (2) exposing dimension of service quality, (3) identifying how customer satisfaction is measured and (4) identifying quality management systems and quality philosophy used in hotels. Appreciation of quality and QMS in the hotel industry can assist stakeholders to employ holistic measures to improve adoption of quality management systems in hotels and improve the operations of the hotels. The study followed a multi case study approach, with 9 hotels from Harare chosen purposively to represent the hotel industry in Zimbabwe. Managers and key stakeholders were interviewed and focus group interviews were conducted. Key questions on quality definition, dimensions of service quality and customer satisfaction measurement were asked and the data was analysed using thematic analysis -directed content analysis. The results showed that stakeholder in the hotel industry are very much aware of QMS, though in abstract. There is greater awareness of quality and QMS among group chain hotels than in independent hotels. There is need to upgrade on quality training in the hotel industry from collaborative perspective so that the stakeholders appreciate quality and QMS fully so that the industry remains competitive.

The Comparative Significance of Contingencies to Quality Management

The purpose of this research is to examine the relative effect of contingencies such as organizational characteristics and business environment on the implementation of quality management system in business. The predictor variables affect the adoption of quality management system at different levels. Nonetheless, these influential levels have not been assessed and compared amongst the predictor variables. This research uses the analytic hierarchy procedure to evaluate and rank the comparative importance that the predictor variables play in implementing quality management system in business. Then for the robustness of the findings from the analytic hierarchy procedure, this research also employs mean-test procedures to re-assesses the relative importance levels. The findings are robust across the two methods. Organizational characteristics are more important than business environment in explaining the implementation of quality management system. Of the twelve elements of organizational characteristics and environmental uncertainty, decentralization is the most imperative; whereas technology is the least essential. This research has some implications on how business executives should adopt quality management system facing different types of organizational characteristics and business environment.

TOWARDS THE INTEGRATION OF QUALITY MANAGEMENT SYSTEMS AND KNOWLEDGE MANAGEMENT SYSTEM IN HIGHER EDUCATION INSTITUTION: DEVELOPMENT OF Q-EDGE KMS MODEL

Quality management system (QMS) and knowledge management system (KMS) are two management discipline that are widely used in organizations. The implementation and adoption of QMS is a continuous effort that helps organizations to improve their quality and performance. If adoption of QMS to improve organization’s quality, the purpose of KMS implementation in organization on the other hand as a platform and tools to support the management of knowledge activities. In view of the massive activities of knowledge creation, knowledge sharing and repository of knowledge within higher education institution (HEI), the use of KMS will provide greater benefits to stakeholders within HEIs. Past studies have shown that both management disciplines (QMS and KMS) have positive impact towards organizations in term of costs reduction, work performance and business continuity. HEI are also facing with challenges and obstacles because of the growing demand like any other organization. Some of the major challenges faced by HEI such as rising costs of tuition fees, growing number of competition among colleges and universities and introduction of new learning methods and technologies. The purpose of this study is to conceptually explore and identify the needs and potential integration between QMS and KMS within HEI. Based on the discussion and findings, this research provides future direction for more research on two-management disciplines.

The Requirements of Developing a Framework for Successful Adoption of Quality Management Systems in the Construction Industry

Quality management systems (QMSs) in the construction industry are often implemented to ensure that sufficient effort is made by companies to achieve the required levels of quality for clients. Attainment of these quality levels can result in greater customer satisfaction, which is fundamental to ensure long-term competitiveness for construction companies. However, the construction sector is still lagging behind other industries in terms of its successful adoption of QMSs, due to the relative lack of acceptance of the benefits of these systems among industry stakeholders, as well as from other barriers related to implementing them. Thus, there is a critical need to undertake a detailed and comprehensive exploration of adoption of QMSs in the construction sector. This paper comprehensively investigates in the construction sector setting, the impacts of all the salient factors surrounding successful implementation of QMSs in building organizations, especially those of external factors. This study is part of an ongoing PhD project, which aims to develop a new framework that integrates both internal and external factors affecting QMS implementation. To achieve the paper aim and objectives, interviews will be conducted to define the external factors influencing the adoption of QMSs, and to obtain holistic critical success factors (CSFs) for implementing these systems. In the next stage of data collection, a questionnaire survey will be developed to investigate the prime barriers facing the adoption of QMSs, the CSFs for their implementation, and the external factors affecting the adoption of these systems. Following the survey, case studies will be undertaken to validate and explain in greater detail the real effects of these factors on QMSs adoption. Specifically, this paper evaluates the effects of the external factors in terms of their impact on implementation success within the selected case studies. Using findings drawn from analyzing the data obtained from these various approaches, specific recommendations for the successful implementation of QMSs will be presented, and an operational framework will be developed. Finally, through a focus group, the findings of the study and the new developed framework will be validated. Ultimately, this framework will be made available to the construction industry to facilitate the greater adoption and implementation of QMSs. In addition, deployment of the applicable recommendations suggested by the study will be shared with the construction industry to more effectively help construction companies to implement QMSs, and overcome the barriers experienced by businesses, thus promoting the achievement of higher levels of quality and customer satisfaction.

A comunicação interna como um instrumento de promoção da qualidade: estudo de caso em uma empresa global de comunicação

Apesar da ampla adoção pelas organizações de sistemas e modelos de gestão da qualidade mundialmente reconhecidos, pouca atenção ainda tem sido dada às práticas de comunicação interna que podem contribuir para a promoção da qualidade. Para se tornarem comprometidos com a entrega de produtos e serviços de qualidade, os membros de uma organização precisam receber informações, que lhes permitam entender e aceitar seus papéis individuais e coletivos nesse processo, exigindo, portanto, comunicação. O artigo busca a compreensão de como a comunicação interna pode ser utilizada como um instrumento de promoção da qualidade. A pesquisa foi conduzida pelo método estudo de caso, contando com a contribuição de uma empresa global de comunicação. Os resultados alcançados permitiram a identificação e a proposição de um conjunto de fatores a serem considerados pelas organizações como determinantes para a efetiva utilização da comunicação interna como um instrumento de promoção da qualidade, com destaque para: segmentação do público interno; coerência da linguagem; utilização estratégica de recursos visuais; comunicação de resultados; desenvolvimento de uma cultura da qualidade e compreensão da comunicação interna sob uma abordagem processual.

Regional specialty care system for children with spine deformities

Objective. To analyze the roll-out of regional specialty care system for children with orthopaedic pathology and quality management system suitable for screening and diagnostic programs. Material and Methods. Diagnostic audit of the implementation of screening and diagnostic programs and medical care using procedures prescribed by ISO 9001 requirements was performed in Pediatric Orthopaedic Centre (POC). Results. The adoption of quality management system into the practice of regional Pediatric Orthopaedic Centre (POC) allowed to optimize screening programs and stages of medical care delivering and make them valid and structured. Conclusion. The extension of quality management system principles on the direct care process enables the obtaining of effective results of specialty medical care and warranting the quality of medical care delivered to customers.

Motivations of Fresh-Cut Produce Firms to Implement Quality Management Systems

A survey of the fresh-cut produce industry (e.g., bagged salads, baby carrots, stir-fry mixes, cut-fruit mixes) shows firms' motivation to adopt quality management systems and the effects of implementation on firms and their relationships with suppliers and customers. Data from surveyed members of the International Fresh-cut Produce Association suggest that system adoption was very widespread. The effects were intra-firm (e.g., improved management and efficiency of quality systems) and inter-firm (e.g., improved identification and facilitation of trade with firms in the supply chain). Satisfaction with adoption of quality management systems was linked to many of the same factors.

An adaptation to ISO 9001:2000 for certified organisations

On 15 December 2000, the International Organisation for Standardisation published a new series of ISO 9000 standards. There are significant changes in this third edition standard. Several specific surveys and analysis revealed the key concerned areas of the certified companies and the significant changes in the new standard are on the key system areas. Develops a new model explicatory to assist those certified organisations to link their concerned areas with that of the new standard. In this model, management activity is the key element. The information can be used in the analysis to determine the areas for continual improvement. Reveals that top management are still weak in the adoption of quality management systems, establishment and implementation of the quality policy and objectives. Recommends use of SMART approach. At the same time, certified organisations spend a lot of effort for the compliance with the process approach management. Discusses the benefits of using process approach management. Besides the plan‐do‐check‐act approach in continuous improvement, introduces the Xerox Management Model. Finally, introduces the consideration of improving quality management systems in areas of effectiveness, efficiency, productivity, flexibility and adaptability, rather than product.

Towards A Quality Management System ForEnd-user Application Development

The advent of the personal computer (PC) has brought many significant changes to the application of computers within the everyday workplace. One particular area of change is in the growth of what is termed End-User Computing (EUC). Here non-computer specialists develop their own applications using commonly available PC-based application packages. Without realising it, many end-users are developing what computer professionals would term software. However, unlike professionally developed software, there has been little emphasis on development methodology or quality management. As a result, end-user developed applications have often contained significant errors in reliability and prove difficult to maintain. With the adoption of Quality Management Systems becoming the norm for the professional computing community, there is now a clear need for end-user developed applications to follow at least, a clear set of similar guidelines, where appropriate. The purpose of this paper is to identify a proposed framework to enable end-users to develop their own software within an overall quality environment. Clearly, such guidelines must be sufficiently rigorous to ensure confidence in the developed software but must not be seen as overly bureaucratic and hence burdensome within a non-computing professional context.