Part Of Total Quality Management Research Articles

External quality assessment practices in medical laboratories: an IFCC global survey of member societies.

Clinical laboratory results are required for critical medical decisions, underscoring the importance of quality results. As part of total quality management, external quality assessment (EQA) is a vital component to ensure laboratory accuracy. The goal of this survey was to evaluate the current status of global laboratory quality systems and assess the need for implementation, expansion, or harmonization of EQA programs (EQAP) for Clinical Chemistry and Laboratory Medicine. The International Federation of Clinical Chemistry and Laboratory Medicine (IFCC) Task Force on Global Laboratory Quality (TF-GLQ) conducted a survey of IFCC full and affiliate members (n=110) on laboratory quality practice. A total of 41 (37.3%) countries representing all IFCC regions except North America provided responses about EQA availability and practices. All 41 countries perform EQA, 38 reported that their laboratories had EQA policies and procedures, and 39 further act/evaluate unacceptable EQA results. 39 countries indicated they have international and/or national EQAP and 30 use alternative performance assessments. EQA frequency varied among countries. Generally, an EQAP provided the EQA materials (40/41) with four countries indicating that they did not have an EQAP in their country. Globally, most laboratories participate in an EQAP and have defined quality procedures for EQA. There remain gaps in EQA material availability and implementation of EQA as a part of a total laboratory quality system. This survey highlights the need for education, training, and harmonization and will guide efforts of the IFCC TF-GLQ in identifying areas for enhancing global laboratory quality practices.

Enhancing customer satisfaction, personnel satisfaction and company reputation with total quality management: combining traditional and new views

PurposeThis study investigates the effect of total quality management (TQM) on customer satisfaction, personnel satisfaction and company reputation.Design/methodology/approachThe study results rely on a structured survey conducted among an extensive sample of Finnish SMEs. In addition to the examination of the relationship between TQM and company performance in terms of customer satisfaction, personnel satisfaction and company reputation, the study takes a view on the possible effects of the industry, the company size and the certified quality system.FindingsThe results reveal that two TQM dimensions, namely Customer Focus and Product Management, were related to companies' customer satisfaction, whereas four TQM dimensions, namely Management/leadership, Customer Focus, Personnel Management and Risk Management, were related to personnel satisfaction. None of the TQM dimensions were related to company reputation. The control variables – the industry, the company size and the certified quality system – were not found to affect customer satisfaction, personnel satisfaction or company reputation.Originality/valueMost previous studies have been based on traditional TQM classification and have not shown the effects of the latest TQM-related dimensions. Compared to previous studies, this work integrates risk management, digitization, system deployment efficiency and stakeholder management into TQM, which has not been implemented in any previous study. The roles of hard and soft TQM factors have been carefully considered in this study; thus, the study does not place too much emphasis on either direction but provides a balanced picture of the performance of the management systems studied. Although there are studies on the effects of TQM on personnel satisfaction, customer satisfaction and reputation, they are based on a much narrower definition of TQM than that in this study. The business environment is constantly changing, but only a few studies have been conducted to extend the TQM approach. This has led to duplication of studies, and the effects of performance-relevant procedures have not been extensively studied in the past as part of TQM. Therefore, the concept of this study brings significant added value to TQM research and returns the TQM concept to the overall level while considering the requirements of the ISO 9001: 2015 and EFQM 2019 quality standards. The study also considers the effects of ISO 9001 certification and EFQM requirements.

The Impact of Quality Service and Customer Satisfaction on Consumer Purchasing Decisions in Zimbabwe Telecommunications Industry

This research study, the impact of quality service and customer satisfaction on consumer purchasing decisions in Zimbabwe telecommunications industry was conducted because telecommunication organizations are having low sales and they are losing customers to their competitors. The purpose of this descriptive cross sectional study was to assess the impact of quality service and customer satisfaction on consumer purchasing decisions in Zimbabwe telecommunications in Zimbabwe telecommunications industry. The study was guided by the research objectives namely; a) to unearth the reasons for dissatisfaction amongst consumers in the telecommunications industry in Zimbabwe, b) to establish the steps that have been taken by telecommunications operators to increase their customer satisfaction indices and c) to bring out solutions and recommendations for telecommunications operators to gain competitive advantage advantages in the telecommunications industry. The major focus was on the SERVQUAL model and its dimensions namely; empathy, responsiveness, assurance, reliability and assurance. The target population of this study was 150 employees and a sample of 80 was selected using simple random sampling. Self-administered questionnaires were used as research instruments to collect data from Econet Wireless Zimbabwe, Telecel and Netone Zimbabwe. Both quantitative and qualitative data was collected for analysis. The quantitative data collected was analyzed using Epi info 2002 version 3.5.2 and presented using tables and graphs. The data was then interpreted and analyzed to figure out its connectivity to the research objectives and questions. A total of 80 questionnaires were distributed and 75 of them were valid which translated to 94% response rate. The study revealed that customers had high expectations on empathy, responsiveness and assurance service dimensions. The SERVIQUAL model was also confirmed by this study as an essential service quality assessment tool as it clearly brought out the customers’ views concerning their expectations and perceptions. Management was recommended to carry out audits to assess service quality practices by telecommunication companies as part of total quality management. These recommendations combined with the customers’ expectations and perceptions, would make total quality management achievable. The study also suggested further research into a comparative study on the service quality of various aspects like operational performance. The service quality at telecommunication organizations may be focused in future in order to improve the service quality in their service delivery as a whole.

Patient satisfaction about services obtained from a teaching hospital, Port Blair: A cross-sectional study.

Background:Periodic evaluation of health services delivered to the community is a part of total quality management of health care delivery system in developing countries.Objective:To assess the level of satisfaction among outdoor patients toward health care services available at teaching hospital, Port Blair.Methodology:The study included exit interview of 500 patients, sampled from 8 service delivery points of the health facility. Predesigned and pretested questionnaire based on PSQ-18 scale developed by Marshall and Hays was used as a study tool. Data entry was done in Microsoft excel sheet and analysis was done using IBM SPSS software version 21.Results:It has been observed that the majority of patients (62%) were from urban area. The highest number (32.40%) of respondents was in the age group of 30–39 years category. Mean satisfaction was the highest for communication (3.94 out of 5), followed by general satisfaction (3.69), technical quality (3.46), time spent with doctor (3.41), interpersonal manner (3.35), and least in accessibility and convenience (2.96).Conclusion:Our study showed a good level of satisfaction of patients with services obtained from the referral center. Among the different domains of measurements of patient satisfaction, only accessibility and convenience score was low. Findings of this study would serve as a baseline data for improving the quality of services and making them more clients centered.

The Effects of Total Quality Management as Teaching Innovation and Job Satisfaction on Academic Performance of Students in Pakistan

This conceptual paper focuses on the effects of total quality management on students’ academic achievement of secondary school students in Pakistan with teaching innovation and job satisfactions. Generally, teaching innovation as part of total quality management is considered as the most important factor in education system. Even though teaching method is an issue in students’ academic performance, teachers’ capacity building has remained a contested issue in Pakistan. There is a remarkable gap in the provision of quality teachers and students performance in Pakistan; this is as a result of unqualified teachers in the schools. Therefore, this paper discusses the effect of learner-centred method of teaching as innovation on students’ performance and the influence of teacher capacity development as a factor in academic attainment of the school researches have shown that improvement in teaching methods and little spending on teachers’ development training are associated to increase in school achievements.

Evaluation of the suggestions system performance using robust DEA model: The case of National Iranian Gas Company

The suggestions system is a part of total quality management to create individual and group spirit of partnership between staff and increase efficiency in the organization. Also, diagnosis and improvement process is one of the steps of the chain in the processes of suggestions system. In this study, an approach has been proposed to evaluate efficiency of organizations in performing suggestions system with these aims: (1) Reviewing all the elements in the successful implementation of the suggestions system and (2) providing an effective scientific approach to evaluate the organizations on implementing this system considering the uncertainty in the data. Methodology used in this study included the following techniques: (1) Factor analyzing to clarify the internal correlation between significant criteria and detect the major criteria and (2) using robust data envelopment analysis (RDEA) model to evaluate efficiency of organizations in performing suggestions system. The method is based on 3 inputs and 17 outputs in which some outputs are uncertain scores in form of intervals with uncertain bounds. This model has been solved for different Γs, and a value of weights and rankings for each Decision Making Unit (DMU) has been saved by using the obtained values. In the following a simulation has been used to compute the conformity of the rankings from the RDEA model with reality. Doing so shows that the maximum conformity occurs Γ = 6. Therefore, we can conclude that specific values of Γ can maximize conformity and thus more authentic final rankings for the DMUs in this interval of Γ may be expected.

Surgical patient’s satisfaction with services at a tertiary hospital in south -south state of Nigeria

Background: Healthcare managers now incorporate patient centered care as a major component in the healthcare mission using patients assessment of the services rendered. These surveys have become routine as part of total quality management in developed countries. Periodic patient satisfaction surveys provide feedback to hospital management and staff regarding the quality of services rendered. Aims and Objectives: Our objective therefore was to investigate patients assessment and satisfaction of services rendered in the University of Uyo Teaching Hospital, Uyo, using the Surgery department as a case study. Study Design: cross-sectional. Setting: Surgical units and accident and emergency (A/E) unit of the University of Uyo teaching hospital. Materials and Methods: Structured questionnaires were administered on a of 130 surgical patients using systematic random sampling method, out of which 108 completed the questionnaire/interview and were included in the study. Results: Overall, 86.85% of the patients were satisfied with the services received from the University of Uyo Teaching Hospital, while 18.9% were dissatisfied, the remaining 4.45% non respondents. In assessing the service units; 82.61%, 90.00%, 83.00%, 70.59%, 85.72%, 77.97%, 84.64% and 96.60% of the patients were satisfied with services rendered at accident and emergency unit, Pharmacy, laboratories, blood bank, surgical wards, surgical outpatient department (SOPD), medical records and theatre units of the hospital respectively. In provider relationship, 91.90%, 93.7%, 90.63%, 86.20%, 92.30% and 84.20% were satisfied with the conducts of Doctors, Nurses, Pharmacies, Medical Records, Medical Laboratory Scientist, and administrative staff respectively. Patients were generally satisfied with the ease of assessing care in the hospital. However, waiting time of more than one hour for services at the SOPD, A&E, Laboratories, Blood bank, medical records, and pharmacy were 41.7%, 22.72%, 31.03%, 21.05%, 16.67%, and 14.29% respectively. Also, 37.51% and 22.25% of the patients were dissatisfied with cleanliness of conveniences and charges in the hospital respectively. Some others (7.4 %) of respondents were not happy with electricity supply in the hospital. Conclusion: There is high patient satisfaction in the University of Uyo Teaching Hospital, health workers need to be more responsive by reducing waiting time for consultation, improving electricity supply and keeping the conveniences more tidy and comfortable for patients. A more robust plan should be put in place to sustain and enhance patients care in this hospital.

Continuous Improvement and Benchmarking to Achieve Zero Defect Manufacturing

This paper presents methods for continuous improvement to achieve Zero Defect Manufacturing (ZDM) with focus on the shop floor and machine level. Benchmarking and best practices a part of Total Quality Management (TQM). To make a good product or production processes system it is important to focus on the working performance efficiency. Best practice or Benchmarking are then methods to focus on the best possible method to understand working processes, systems and performance ability. The EU-Project IFaCOM (Intelligent Fault Correction and Self-Optimizing Manufacturing systems) has five end-user demonstrators where Zero Defect Manufacturing (ZDM) solutions are to be implemented. The main goal for the project IFaCOM is to reach near ZDM. The ZDM framework is a quality controlled process system. The added value of the quality improvement is both a part of the continuous flow process; and the continuous improvement of value to the costumer. It is here where the usage of Benchmarking and Best practice methods will be considered for the project industry demonstrator implementations.

Analysis of the importance of drug packaging quality for end users and pharmaceutical industry as a part of the quality management system

In this study, we collected and analyzed information on the importance of drug packaging quality to end users and pharmaceutical industry, as an indicator of the process of traceability and originality of drugs. Two surveys were conducted: one among the end users of drugs (252 patients) and the other among professionals working in seven pharmaceutical companies in Serbia. For most end users (82.5%) quality on the packaging of drugs was important, but only 41.8% of them thought that the appearance of the packaging could be an indicator of genuinity of drugs. The existence of the control marks (KM) on drug packaging was not of great importance, since most of them (86.9%) know, its function, but majority (60.2%) would nevertheless decide to buy the drug without KM. Regarding the experts from the pharmaceutical industry, more then two-thirds of them (68.4%) believed that the existence of KM did not contribute to efficient operations. Although a great number of pharmaceutical industry professionals (84.2%) answered that the introduction of GS1 DataMatrix system would allow for complete traceability of the drug from the manufacturer to the end user, only 22.2% of them introduced this system to their products. This study also showed that domestic producers did not have a great interest for additional protection (special inks, holograms, special graphics, smart multicolor design, watermark, chemically labeled paper and cardboard etc..) on their products, given that only 15.8 % of them had some kind of additional protection against counterfeiting. Monitoring drug traceability from a manufacturer to end user is achieved by many complex activities regulated by law. A high percentage of responders said they were satisfied with the functionality of traceability systems used in their companies. As a way to increase the quality of drug packaging and business performance most responders saw in the continuous improvement of the system of traceability within the company's overall quality management system. For them, a big financial investment in the complete traceability chain was not feasible because of the inability to achieve competitive prices in the market. Since only three of surveyed companies were part of international chains, these findings open the path for new research that would include more multinational drug manufacturers from the region, in order to fully comprehend the importance of investing in the drug chain traceability and protection against counterfeiting, as a part of total quality management process in the pharmaceutical industry.

Implementing TPM programme as a TQM tool in Indian manufacturing industries

PurposeTotal productive maintenance (TPM) is a very powerful program of equipment maintenance in manufacturing industries and is a direct part of total quality management (TQM). In the manufacturing industry, TPM is a very effective tool for improving product quality as well as productivity. A good number of manufacturing industries have so far adopted a TPM program in countries like Japan, as a part of their quality drive. However, in many manufacturing industries in India it has not been successfully implemented. For successful and effective implementation of TPM in manufacturing industries in India, understanding and awareness of the various possible causes behind its failure is essential. This paper aims to address this issue.Design/methodology/approachIn this general review paper, after reviewing literature the authors consolidate, highlight and classify the probable reasons responsible for the failures of TPM in many Indian manufacturing industries.FindingsIn this paper, the various causes of failure of TPM in a number of manufacturing industries have been classified into three major categories of problems or issues at three different stages: organizational issues during the foundation stage; TPM implementation issues during the formation stage; and operational issues during the TPM running stage.Practical implicationsThe recommended guidelines may definitely contribute to the Indian industry and also industries in other developing countries in Asia, Latin America and Africa. Consequently, the work has economic and commercial impacts. Economic, because it would allow to improve the productivity of the companies, and commercial, because it would facilitate the interchange and the positioning of products. In addition, it can have a high impact on the industrial relations of the workers and unions.Originality/valueIf management is aware of such probable problems, and becomes careful about them, the TPM programme can also be widely and effectively adopted in many Indian manufacturing industries, and they can achieve improvement in business competitiveness through improved product quality and increased productivity.

The moderating role of leadership in the relationship between management control and business excellence

This study deals with the moderating role of leadership in the relationship between management control as part of total quality management (TQM) and business excellence in terms of purposive change. Data were collected via a survey filled out by managers working at 44 locations in the Correctional Services sector of the Correctional Institutions Agency (DJI) in the Netherlands. A total of 618 responses (83%) were obtained. Our hypothesis was derived from a conceptual model and tested using Pearson's r as an effect size index. The results show strong relations between the dimensions of management control and the styles of active leadership, on the one hand, and between the management control dimensions and business excellence in terms of purposive change, on the other hand. The results also indicate that transformational leadership is the most influential factor in the relationship between the management control construct and purposive change. It is concluded that organisations are strengthened by a management control system which is applied in combination with an intensive management communication approach in a context of transformational leadership. These findings have important implications for the further research on interventions in management control as part of TQM.

The use of failure mode and effects analysis to construct an effective disposal and prevention mechanism for infectious hospital waste

In recent times, the quality of medical care has been continuously improving in medical institutions wherein patient-centred care has been emphasized. Failure mode and effects analysis (FMEA) has also been promoted as a method of basic risk management and as part of total quality management (TQM) for improving the quality of medical care and preventing mistakes. Therefore, a study was conducted using FMEA to evaluate the potential risk causes in the process of infectious medical waste disposal, devise standard procedures concerning the waste, and propose feasible plans for facilitating the detection of exceptional cases of infectious waste. The analysis revealed the following results regarding medical institutions: (a) FMEA can be used to identify the risk factors of infectious waste disposal. (b) During the infectious waste disposal process, six items were scored over 100 in the assessment of uncontrolled risks: erroneous discarding of infectious waste by patients and their families, erroneous discarding by nursing staff, erroneous discarding by medical staff, cleaning drivers pierced by sharp articles, cleaning staff pierced by sharp articles, and unmarked output units. Therefore, the study concluded that it was necessary to (1) provide education and training about waste classification to the medical staff, patients and their families, nursing staff, and cleaning staff; (2) clarify the signs of caution; and (3) evaluate the failure mode and strengthen the effects.

Management of Safety for Quality Construction

An overview of construction quality and safety reveals many striking similarities for these two management concept. Programs that have been developed to improve quality and safety performance have many elements in common. In some cases safety is considered a part of Total Quality Management (TQM). The close relationship between quality and safety implies that benefits would be derived by applying some or all of the following propositions: (1) Consolidate the safety and quality functions; (2) Apply quality concept to safety; (3) Optimize the safety management concept; and (4) Apply the results of safety aspects to quality. Within these past few years, the Malaysian government has made an effort on executing safety and health policies through the enforcement of guidelines as well as conducting site safety seminars and certifications. Ranked as a second industry in Malaysia that contribute to highest percentage of accidents at the worksite, the impact of loss of profit and unhealthy workplace affect the construction industry. Currently, these topics are being widely implied and stressed out in Malaysia by the means of enforcement; for instance, through ISO certification and local regulations and guidelines. This paper aim to provide a basis framework, this seminar which titled “Safety Management towards Quality Construction” tries to delineate the relationship and the importance of these two areas. The concepts of safety management and quality management indeed are still new in Malaysia. A proposed model which is also a framework is seen as a procurable method on defining the basic concept of safety management meant to achieve the expected quality level. In the aspect of proposing safety application model, a directive method of the Total Quality Management is used. A basic management application model as suggested by Walker (1993), is proposed to be used as a generic model to highlight the key features. Findings from individual survey are used to delineate the key points or processes of the safety application model.

Exploring the Correspondence between Total Quality Management and Peter Senge's Disciplines of a Learning Organization: A Taiwan Perspective

The most important part of Total Quality Management (TQM) is pursuing continuous improvement in all aspects of organization, whereas a Learning Organization (LO) denotes learning principles that eventually lead to organization learning and growth. Because these principles seek similar goals, to investigate the association of these philosophies is of great value to management. The primary purpose of this paper is to explore the correspondence between TQM and LO. A group of evaluators consisting of academic scholars, business consultants as well as industry practitioners, judged the relative strength of the relationship between TQM constructs and Senge's five disciplines of learning organization. By applying correspondence analysis and cluster analysis, the result exhibits that close correspondence emerges between TQM and LO. Moreover, TQM constructs and LO disciplines are located on a two-dimensional coordination of a management map, in which dimensions of the measurability and the diffusibility are inferred and managerial implications from these dimensions are articulated. Finally, this study subsequently identifies three distinctive association groups composed of TQM constructs and LO disciplines. These groups are further defined as individual dominant, higher authority and product/material oriented.

Modified Levey-Jennings charts for calculated laboratory tests

In clinical laboratories, many test results such as low-density lipoproteins can be calculated using the results of specifically measured tests. However, quality control programs deal with only measured tests and there is no quality control procedure for calculated tests. I aimed to modify the Levey-Jennings chart for calculated tests as part of a total quality system. I developed a method using a Taylor series expansion and alternative equations to obtain the standard deviation of calculated tests and then prepared Levey-Jennings charts for these tests. Preparation of Levey-Jennings charts for low-density lipoproteins (and other calculated tests) was simple, and using this chart increased the reliability of calculated test results. Checking only measured tests by quality control procedures before reporting patient results may be inadequate. Preparation of Levey-Jennings charts for calculated tests as part of total quality management will increase the reliability of test results.

Westgard multirule for calculated laboratory tests

In clinical laboratories, many test results such as low-density lipoprotein (LDL)-cholesterol can be calculated using the results of specifically measured tests. However, quality control programs deal only with measured tests and there is no adequate quality assessment procedure for calculated tests. I aimed to apply the Westgard multirule to calculated tests as a part of routine quality procedures. I prepared a Levey-Jennings chart for calculated tests and all their measured components (Equation chart) and then applied the Westgard multirule to these tests. Applying the Westgard multirule to calculated LDL-cholesterol (and other calculated tests) was simple, and increased the reliability of the results of the calculated tests. Checking the reliability of only measured tests by quality control procedures before reporting patient results may be inadequate. Applying the Westgard multirule to calculated tests as part of total quality management will increase the reliability of test results.

Benchmarking and quality improvement

As part of total quality management (TQM), benchmarking management has become a competitive technology taken by many successful companies. A benchmark is the value of some parameters used as a reference point to compare the effectiveness of the various benchmarking processes within one corporation with another and the information obtained is used to improve the processes. In this paper, we propose a quantitative model which links performance indicators with benchmarking process to help the company establish competitive benchmarking. In recent years, industry practices have evolved their strategic and operational decisions taking customer orientation into consideration. Therefore, this study attempts to build the benchmarking from the “voice” of the customer. The comprehensive methodology we propose here is called the quality benchmarking deployment (QBD) technique. In this empirical study, we examined the CKS International Airport and found that the “convenience of transport facilities connecting to the outside”, the “interior design and layout”, and the “information service of the airport” should be priorities to be improved in performing benchmarking activities. Airport benchmarking could provide the CKS International Airport authority with a long‐term vision and a valuable strategic planning tool in airport service.

The "missing" damage-temperature relationship in the Challenger Incident

Communication is a major part of an engineer's work at all levels, and should be considered a fundamental part of total quality management in any industrial process. The communication's failures encountered in the Challenger Incident (flight 51-L, January, 1986) can be generalized to show how to examine critical features in engineering design and service. Since the publication of the Report of the Rogers Commission on the Challenger Incident, there has been a widespread consensus on the conclusion that the engineers failed to demonstrate what they felt, i.e., that temperature was a critical in the rubber O-rings' performance. Based on experimental data concerning the severity-weighted total number of incidents of O-ring erosion, heating and blow-by proposed by Tufte on the 22 flights before flight 51-L, the paper shows that a power-law function would have been a good estimate of the damage-temperature relationship. The formula agrees qualitatively and quantitatively with physical theory applied to the critical element of the shuttle, the boosters O-rings. For flight 51-L, it would have predicted an average damage well beyond the engineering safety factor of three. The formula has been obtained in a rational and objective way and it is based on experimental data: it should have convinced NASA officials to delay the launch, and avoided the last and fatal communication failure in a long sequence.

Experiences introducing a measurement program

Measurement is an integral part of total quality management and process improvement strategies. This paper describes our experiences using the Goal-Question-Metric (GQM) paradigm to help design a company-wide measurement program for Engineering Ingegneria S.p.A., an Italian software house. The introduction of the measurement program was supported by the Commission of the European Communities within the European Software and Systems Initiative (ESSI) as a Process Improvement Experiment (PIE). We found it necessary to supplement GQM into two ways. Firstly, we defined our measures rigorously in terms of entities, attributes, units and counting rules. Secondly, the original GQM plan was subject to an independent review. The most critical problem identified by the review was that the GQM plan identified too many productivity factors for any statistical analysis to handle concurrently. In order to address this issue, we developed an analysis technique based on a step-wise analysis of residuals. This has allowed us to identify the main factors affecting productivity and effort.

Total e‐quality management: paradigmatic shift in personnel management

Periods of economic recession and job losses do not seem to be particularly auspicious conditions for discussion of the promotion of the employment of women. Nevertheless, it appears that women in western Germany are currently less affected than men by structural changes, at least in quantitative terms. In addition, the emphasis in enterprises indicates a rethink in terms of the qualitatively better use of existing staff resources. The objective of this strategy, frequently included as part of total quality management, is to allow all employees at all levels in the enterprise equal opportunities to exploit their knowledge and abilities to the full and to make a contribution to the company. If, in so doing, working conditions and workflows are oriented or adapted to meet the various professional capabilities and interests of men and women in the enterprise, important preconditions for (e)quality management (equality and quality) will be achieved.