Quality Management Factors Research Articles

Critical Success Factors of TQM Implementation in Vietnamese Supporting Industries

The objective of this study is to prioritize the Total Quality Management (TQM) factors based on fuzzy Analytical Hierarchy Process (AHP) method in Vietnamese supporting industries. Through an in-depth literature review, eight criteria were identified. These criteria were then divided into 32 sub-criteria. The fuzzy AHP is used to determine the percent weightings of eight categories of performance criteria that were identified via a review of the quality-management literature. These criteria include management commitment, role of the quality department, training and education, continuous improvement, quality policies, quality data and reporting, communication to improve quality, and customer satisfaction orientation. An empirical analysis of the criteria of each stage using the fuzzy AHP methodology and the expert opinion of quality management are used to evaluate the percent weightings of the criteria and sub-criteria that are synonymous with TQM implementation. The results showed that management commitment is the most critical factor; among sub-criteria, supports and responsibilities of top management is the most important. The study also identified the rank order of critical success factors of TQM. The findings suggest a generic hierarchy model for organizations to prioritize the critical factors and formulate strategies for implementing TQM in supporting industries, as well as other industries in Vietnam.

Key Success Factors of Total Quality Management (TQM) for the Hospitality Sector. A Critical Review of the Literature

Key Success Factors of Total Quality Management (TQM) for the Hospitality Sector. A Critical Review of the Literature

Key Success Factors of Total Quality Management (TQM) for the Hospitality Sector: A Critical Review of the Literature

The main aim of this paper is to find the key practices of TQM, implementable into hospitality sector by reviewing the literature of both service and manufacturing sector, and to outline key practices of TQM to develop a comprehensive and feasible quality framework for managers of SMEs to adopt the best TQM practices that enhance operational efficiency through quality improvement and to achieve optimal results. The researcher has applied a systematic literature review strategy to achieve the overall aim of this study. The systematic literature review has focused more on explaining the concepts comprehensively and in an organised manner. In this regard, the outline of the literature has been designed in such a manner, to go from a general perspective to a broader perspective to provide an in-depth discussion of the research topic. Data relevant to the research has been collected from scholarly articles and previous studies, to provide a clear understanding of the topic. Finally, this research makes an original contribution in the academic field as it enhances the knowledge of TQM among the managers and quality practitioners concerning key TQM practices, which are directly associated and can be implemented in the hospitality industry.

Service quality management from social capital, environmental uncertainty, and competitive intensity perspectives

We proposed an integrated model of service quality management by drawing on social capital theory. Participants were 588 employees in the banking sector in China. The results reveal that environmental uncertainty played a mediating role in the relationship between competitive intensity and social capital development. We also found a positive relationship between environmental uncertainty and service quality management, as mediated by social capital. We further proposed several alternative models to examine the second-order factors of social capital and service quality management, and to check the robustness of our findings. The original proposed model had the best fit for testing the hypotheses. Theoretical and managerial implications for service quality management are discussed.

An analytical study of the relationship between empowerment and critical factors for total quality management from the point of view of managers at Al Baraka Bank Algeria

This study is aimed to know the realization managers in Al Baraka Bank Algeria’s concept ofempowerment and critical factors of total quality management and their application in the bank's branches.And highlight the relationship between empowerment and critical factors. study concluded that there is ahigh awareness of the independent variable and empowerment as well as the dependent variable factorscritical to TQM. And that there is a strong relationship between empowerment and critical factors of totalquality management, that means when empowerment is practiced correctly we get more critical factors ofTQM

Critical success factors of total quality management in autonomous driving business models

Autonomous driving is undoubtedly one of the most strategically relevant and financially promising developing industries. The requirements for autonomous driving systems’ reliability are dramatically higher than in the driver-based car industry. This study explores a model to identify the structure and evaluate the critical success factors (CSFs) of total quality management (TQM) in the autonomous driving industry. Fifteen CSFs are defined according to the expected ecosystem of autonomous driving. VDA and IATF 16,949 quality systems are used as starting points for deriving the CSFs for an autonomous driving TQM system (AD-TQM). The CSFs are integrated into a framework to reveal their effects and interdependencies. The framework is qualitatively empirically tested and designed to be employed as a model for future (quantitative empirical) research.

Практические аспекты управления качеством на предприятиях строительной индустрии

The authors consider the internal and external reserves of improving the quality of products at the enterprises that produce reinforced concrete. The research objective was to study and substantiate the external and internal factors, thus improving the effectiveness of quality management. The paper focuses on the use of such tool of sustainable development as "Six Sigma", which is considered as an important factor in product quality management. The paper also features the process of certification as an external tool that can improve quality management in the construction industry. The authors justified the necessity of mandatory certification of construction products when bidding for a tender. The paper also reviews the experience of sustainable production at reinforced concrete plants. The problems of product quality in the industry are of strategic nature and can cause economic, environmental, and other negative consequences. Quality management should become compulsory in the industry since its products are designed exclusively for the domestic market. As a result, its certification according to State Standards ISO 9001 or GOST R ISO 9001 is absolutely voluntary and performs only image-making functions. As far as tenders for state orders are concerned, mandatory certification may solve the existing problems with the quality of construction work. As internal quality management tool, the concept of "Six Sigma" can be useful for concrete works.

Total Quality Management Implementation in Healthcare Sector, Its Impact on Performance of Hospitals

The focus of this article is to have a discussion on TQM implementation in the hospital sector and to find out the relationship between TQM practices and organization performance of hospitals. This research is based on literature review of Quality Management and various critical success factors namely leadership, communication, employee involvement, customer focus, organization culture, strategic planning and patient loyalty. This article has made an attempt to establish a positive relation between a second order construct of Total Quality Management and their influence on the organizational performance of hospitals in Punjab. The paper has been framed with a conviction that it may prove to be beneficial for academicians and managers to excavate a relationship between Total Quality Management practices and hospital performance. Although it is a commonly accepted belief that National Accreditation Board of Hospitals i.e. NABH accredited hospitals are quality oriented, still non-NABH hospitals can enhance their organization performance focusing on the critical factors and improving their quality. In this article structural equation modelling has been used to bring out a relation between quality practices and performance. In an original way this paper proposes the critical success factors affecting TQM and how the hospitals can improve their quality and ultimately organization performance including subjective and objective performance, by focusing on these measures. The article encourages reflections from managers and practitioners concerning Quality Management in hospital/healthcare sector. We request that medical practitioners follow the procedures for improvement in critical success factors affecting TQM and ultimately, enhancement in their quality management practices in order to achieve better organization performance.

The relationship between TQM practices and organisational innovation outcomes

PurposeThe purpose of this paper is to study the role of slack (both moderating and mediating) to stimulate the relationship between total quality management (TQM) factors and innovation outcomes relative to gaining competitive industry advantages.Design/methodology/approachThe research methodology includes a multi-item scale questionnaire completed in three waves between 2016 and 2017, and later analysed in 2018. A final response rate of 29.5 per cent was obtained, representing 190 organisations from both manufacturing and service industries in the United Arab Emirates (UAE). Partial least squares structural equation modelling was used to test the multi-collinearity, moderation and mediation analysis.FindingsAnalysis confirmed that factors such as continuous improvement (CI), human resource management (HRM) and information measurement (IM) were positively linked to innovation. However, when slack was introduced as a moderator, innovation outcomes were stimulated through HRM and IM. The results indicate that slack acts as a full mediator for management leadership but only partially mediates supplier quality, IM, CI, HRM and process management.Research limitations/implicationsIn terms of geographical coverage, research was limited to the UAE. Organisations striving for excellence through innovation may benefit from the outcomes, as they help in understanding the relationship between TQM and innovation moderated and/or mediated by slack. This could also lead businesses to develop new strategies that harmonise TQM policies with “rationale” slack policies, thus, promoting innovation.Originality/valueThis study is the first to examine the use of slack to stimulate the relationship between TQM factors and innovation outcomes. Using slack as a mediator can help in understanding when TQM might influence innovation, while slack as a moderator could invert the relationship between the two.

Measuring the impact of soft and hard total quality management factors on customer behavior based on the role of innovation and continuous improvement

PurposeTotal quality management (TQM) is a part of the total quality assurance perspective. This system, which is considered as a type of managerial philosophy, employs all organizational levels to constantly ameliorate the quality of goods and service. The purpose of this paper is to measure the effect of hard and soft TQM factors on the behavior of customers based on the role of innovation and continuous improvement.Design/methodology/approachThe research model was extracted from TQM variables in hard and soft parts, customer behavior, innovation and continuous improvement by reviewing the literature and research background. Based on this, a questionnaire was prepared and then, distributed among the statistical population including 374 project managers, quality assurance managers as well as quality control managers by using simple random sampling. All sub-criteria of questionnaire were determined using Delphi technique, to test the research model. Having gathered the questionnaire, the hypotheses were analyzed by using structural equation modeling and AMOS software.FindingsAccording to the statistical analyses, TQM has a significant effect on customer behavior through continuous improvement of the quality and innovation. Also, regarding the obtained results, the highest effect was related to the effect of hard TQM factors on customer behavior through innovation as 0.62. Furtheremore, TQM soft factors such as human resource management have significant effect on customer behavior through quality improvement and innovation. Moreover, TQM hard factors are effective on customer behavior through quality improvement and innovation.Research limitations/implicationsThe questionnaire was designed and distributed in order to evaluate the hypotheses in this study. One of the primary rationales behind utilizing this method instead of other methods such as interview was high geographical distribution of organizations. Using other moderator variables such as knowledge management, customer knowledge management and customer emotions can be conducted in the future in this area.Practical implicationsChanging the organizational relationships from task orientation to the process orientation, and controlling the organizational performance by measuring process innovations and improvements, while paying attention to the customer satisfaction system are suggested in this paper. These implications should be implemented in construction projects by department of project management office. Furtheremore, providing different communication for receiving the opinions of the customer and imposing them in the product and service, paying attention to the response system and customer complaint, implementation of this process in the organization, and having a process approach for presenting and developing services are the main subjects in this regard.Originality/valueUnlike previous studies on this subject, a structural equation model is used for assessing unobservable latent constructs and their related interrelationship in measuring the impact of TQM factors. Focusing on customer behavior which is a broader domain than customer satisfation through continuous improvement of the quality and innovation is another value of this research.

Factors influencing the quality of healthcare services in Indian hospitals: A systematic review

Introduction: Quality management culture is still a novel concept which is slowly inculcating into the healthcare organizations across India. In order to induct quality management in India, the quality council established the National Accreditation Board for Hospital and Healthcare Providers (NABH). Those who are involved in providing healthcare should be well aware of the quality aspects and its importance to make sure that the patients receive the best quality care in an economical and efficient way. It is vital to keep track of the growing needs and requirements in terms of quality management and patient safety. Aim: This study aims to review and analyze the factors influencing quality management in the Indian healthcare organizations, to identify the research gap. Materials and Methods: The literature for the review was obtained from the “PubMed” and Google Scholar with Indian affiliation. The review covered the healthcare quality management studies from January 1998 till December 2018, which yielded 82 articles and the careful scrutiny reduced the number to 59. Findings & Conclusion: Several studies prevail on quality of healthcare management, but the various factors of quality management were not addressed fully. The major research gap was identified under the areas of planning & documentation, employee participation, policies & procedures, quality & patient safety, quality process and its outcome, perceived effect in quality improvement, training and development opportunities, and the future plans of quality management. This research gap illustrates that there exists a lacunae, which is to be filled through more studies, focusing the different quality aspects. Keywords: Quality, Healthcare services, hospitals, India, Systematic review.

The causal structure of the excellence model for work units

The aim of this paper is to examine the relationship between the critical factors of quality management and customer outcomes in the subject of work units in organisations. The ways in which critical total quality management factors can improve the performance of a management system in work units within organisations is assessed. For this purpose, a conceptual model with specific hypotheses is suggested to test the data obtained from 86 respondents. Using structural equation models and partial least squares techniques (PLS) software, these hypotheses were tested. The findings of this research suggest that the proposed model, can be used as a reference framework for the implementation, assessment and improvement of quality in the field of work units. In this paper, we want to improve the gap in empirical research in the management of work units, and aids unit leaders to discover the variables that improve the results from client and stakeholder satisfaction.

The effect of critical success factors of quality management to excellence in Iraqi Universities

The purpose of this paper to measuring the effect of critical success factors to excellence in Iraqi universities. The empirical data was drawn from the head of departments in six Iraqi universities, the number of respondents was 174. The research model was tested by using the partial least square structural equation modeling (PLS-SEM) technique. The findings of the empirical study revealed that critical success factors have a positive effect on excellence. Theoretically, the practices of critical success factors have contributed to understanding the different roles in excellence in Iraqi universities. From another side, this study shows practical implications, where increasing the attention of the factors to help the head of department in Iraqi universities to improve the performance.

Synergetic success factors of total quality management (TQM) and supply chain management (SCM)

Purpose The purpose of this paper is twofold: first, to present a set of critical factors for total quality management (TQM) and supply chain management (SCM) practices through an extensive literature review; and, second, to identify the relationships among them by comparing the identified TQM and SCM practices in order to explore the concept of supply chain quality management (SCQM). Design/methodology/approach To meet the goals of this work, a review of published quality research papers was carried out. For this, the authors identified papers on TQM and SCM practices and observed how these practices improve the business performance of organizations. Further, on the basis of identified practices, a conceptual model of SCQM was developed. Findings The results presented a set of six critical factors each for TQM and SCM practices. Further, it was found that management support and commitment, customer focus, information and supplier partnership are the most common practices found in both TQM and SCM practices. The integration of TQM and SCM (SCQM) throughout the supply chain has the strongest impact on the organizational performance. Research limitations/implications The study used data from various research papers of reputed journals which considered the study of India’s manufacturing industry as well as other countries, which may not provide a clear picture. However, this can be overcome by applying the findings of this paper to collect data from Indian manufacturing industry in future studies. Practical implications Indian manufacturing industry can improve its competitive image through the synergy of TQM and SCM. The result of this paper will help in providing a greater understanding of identified TQM and SCM practices that will lead to the successful implementation of TQM and SCM strategies to enhance business performance in terms of the improved levels of customer service. Originality/value Much of the attention is given on TQM and SCM practices, and very few studies have been undertaken to integrate TQM and SCM practices. But as far as the authors know, there is no study undertaken to integrate TQM and SCM practices in India for the manufacturing class. Therefore, this study compares TQM and SCM practices and considers their integration and can be thus treated as filling a gap in the extant literature. Therefore, the findings of this review paper will contribute in future research.

An empirical framework for soft CSFs of TQM in Chinese manufacturing companies

Purpose The purpose of this paper is to frame an empirical model with the priority of implementing soft critical successful factors (CSFs) of total quality management (TQM) in Chinese manufacturing companies. Design/methodology/approach In total, 23 hypotheses regarding the relationships among TQM factors and business results have been developed through literature review and are tested using the structural equation modelling (SEM). The data used in this study are collected from 228 manufacturing companies in the central area of China. Findings Of the 23 hypotheses, 11 were statistically significant, and according to the empirical results a conceptual framework complying to Chinese condition is constructed and discussed in the finding parts to group soft CSFs of TQM into different levels of importance. Research limitations/implications Researchers can use the framework to further study soft CSFs of TQM in detail, and extend it to explore their impact mechanism for a clearer and deeper understanding of the TQM. Practical implications The empirical framework for soft CSFs of TQM provides a new perspective for managers to implement the soft CSFs and optimise the quality management system of their manufacturing companies. Originality/value This research uses multiple, distinct indicators for each soft factor to test an elaborate SEM model of the relationships among them, according to the empirical results constructs a holistic framework classifying the importance level of soft CSFs of TQM, which is novel and subjected with Chinese condition and manufacturing characteristics.

The key factors of total quality management in the service sector: a cross-cultural study

PurposeLiterature refers to the key factors of total quality management (TQM) based on studies carried out in individual countries. However, few studies focus on studying the TQM factors in service companies based on multinational data. The purpose of this paper is to empirically identify the key TQM factors and their impact on internal and external customer performance measures across different countries.Design/methodology/approachThe research questions regarding the TQM factors and their effects were examined using a sample of service organisations from three countries (131 from Greece, 70 from Mexico and 151 from Spain). TQM factors and their impact on employee and customer satisfaction were analysed separately for each country. Exploratory factor analyses, coupled with multiple linear regression analyses, were conducted.FindingsThe key TQM factors identified are common among the three participating countries and can be summarised as follows: quality practices of top management, process management, employee quality management, customer focus, and employee knowledge and education. The adoption level of these five key factors of TQM varies across service organisations in different countries. The results also confirmed that some of the TQM elements are antecedents of customer- and employee-focused performance.Practical implicationsMultinational service organisations may use such an instrument to evaluate TQM implementation among worldwide operations and then benchmark their performance. In addition, an understanding of similarities and differences among countries would help managers around the world to address difficulties of TQM implementation related to the country culture.Originality/valuePrevious studies have compared key TQM factors across different countries in manufacturing, but overall, there has been a little attempt in the literature to analyse the adoption of TQM factors among service firms, as well the relationships between quality improvement and performance across different geographical regions.

Clustering Employees on the Basis of Their Perception from Critical Success Factors of Total Quality Management and its Influence on Customer Focus

Companies' urge to maximise their profits and their attempts to remain in the highly competitive globalised market gave birth to the TQM concept and have kept it alive. TQM is a comprehensive look which encompasses virtually every aspect of the value chain as well as the human resource and customer satisfaction. Therefore, a great number of companies feel obliged to implement its rules, and procedures. However, the concept is rather complicated and culture-bound, and calls for further research in new settings. The aim of this study is to examine the influences of critical success factors of TQM on customer focus therefore, employees are classified based on their perceptions from critical success factors of total quality management and consequently the level of customer focus is compared between the different classifications. The findings reveal that there is significant difference on the level of the customer focus between the established groups of employees.

Clustering employees on the basis of their perception from critical success factors of total quality management and its influence on customer focus

Clustering employees on the basis of their perception from critical success factors of total quality management and its influence on customer focus

Asia: A Lucrative Destination for Investment Banking

Purpose: The study aims to identify the reasons for the increase in the number of captive operations in urban Bangalore, which earlier was confined only to middle office and back end office but now venturing into front end office. Design/Methodology/Approach: The study includes 50 respondents, employees in the leading foreign-based investment banks operating in urban Bangalore, applying the snowball sampling method through a structured questionnaire. Business model, strategy, database, customized product, market research, operating cost, and employment are the variables. SPSS has been used to test the hypothesis through One-way ANOVA (Analysis of Variance). Findings: Employment, operating cost, and analytical skills are the key human resource factors impacting the performance. Business models, strategies, and customer database, are the significant factors of asset management. Attractive business avenues, eminent personnel, customer database are the formative factors of quality management. Job roles, portfolio seeding, segment business are the most highly influencing performance factors in offering excellent service to the clients by these banks as they are significant at 0.001 per cent level. Originality/Value: Investment banking reflects being one of the distinct segments which facilitates in capital formation, financial consultancies, advisory services, security trading, custodian services, investment management services, corporate actions, etc. This sector has transformed into a promising one in boosting the economy and financial services post-globalization. Most of the Asian nations are promising to be a silver line for the US and UK based Investment banks operating in Bangalore.

Application of Bibliometric Analysis in the Research of Scientific Publications on the Quality Management of Medical Services

Abstract The aim of the article is to present the results of bibliometric analyzes of scientific papers on the quality management of medical services published in 2001–2017 and indexed in the Scopus database. The analysis uses basic techniques of bibliometric analysis with the technical support of VOSviewer software. The publication proposes an original procedure for analyzing the literature on the subject. The results of the study allowed to determine the trends in the number of publications from 2010 to 2017. At the same time, an analysis of areas of science was presented, in which issues related to the management of the quality of medical services were analyzed, as well as citation of main authors and research centers. The whole analysis concerning the topic of quality management of medical services and bibliometric analysis of scientific works on the concepts and interrelations studied has identified the main six clusters that related to the management of quality of medical services ranging from broadly understood changes in healthcare organizations, internal quality management factors, development issues and education, regulation and standardization of the concept of quality improvement, and technological aspects of quality management in medical services. It seems, therefore, that the conducted studies can be considered as a specific guide for those interested in risk and uncertainty, despite the fact that they are not free of restrictions, for example, due to the narrowing of the time or criteria concerning the types of documents examined. In this context, the analyzes carried out give a wide range of opportunities to propose new research ideas on the above issues in contemporary organizations.