Quality Management Journal Research Articles

Critical success factors and problems in ISO 9000 maintenance

PurposeThe purpose of this paper is to try to identify the critical success factors and problems in ISO 9000 maintenance during the post‐certification period. Much of the published work on issues associated with ISO 9000 certification in the quality management journals focuses on how to obtain certification and the impact of certification on ISO‐certified organisations. Thus, studies do not generally address what happens after the organisations have obtained their certification.Design/methodology/approachIn total, 14 face‐to‐face interviews were conducted over a period of seven weeks with top management, middle management, lower management in charge of operations and quality, and the management representative responsible for the implementation of ISO 9000 in the case study organisation (XYZ). Each interview lasted between 1.5 and 2 hours. ISO documents were also reviewed as part of the data gathering process.FindingsThe results showed that people who comprise top management, other employees, the reward system, teamwork, continuous improvement, understanding of ISO itself, measurement of performance and communication are all critical success factors for ISO 9000 maintenance of XYZ. Apart from continuous improvement, other factors also seemed to be consistent with the findings from other studies. In contrast to the other studies, the current study found continuous improvement of process, people, and system as several of the critical success factors for the sustainable quality management system at XYZ.Originality/valueThis paper makes a contribution to the body of knowledge in the field of quality management systems during the post‐certification period where such work is limited, especially in the service sector.

TQM measurement model for the biotechnology industry in Taiwan

Due to the importance of the growth of biotechnology in Taiwan, the question of how the operation performance of the industry can be upgraded to sustain its competitive advantages has become an important question for Taiwanese biotechnology insiders. Recently, a growing number of organizations have implemented TQM in order to give them a competitive advantage [Chan, T. H., & Quazi, H. A. (2002). Overview of quality management practices in selected Asian countries. Quality Management Journal, 9(1), 172–180; Nilsson, L., Johnson, M. D., & Gustafsson, A. (2001). The impact of quality practices on customer satisfaction and business results: Product versus service organizations. Journal of Quality Management, 6, 5–27]. Meanwhile, quality related awards are also appearing for examining and identifying whether or not the overall quality of a firm is high. Each award, however, focuses only on examining certain items. It is impossible for a firm to make each examined item perfect. In addition to this, since the overall quality of the technology and products of some Taiwanese biotechnology corporations has been decreasing, the prestige of the Taiwanese biotechnology industry as a whole has decreased in the global market. Thus, in order to solve the above difficulties, this study attempts to find the most suitable measurement model for the biotechnology industry to enact quality improvement. The study first reviews a substantial body of literature on total quality management and categorizes measurement criteria. The study then proceeds with in-depth interviews with relevant background experts in order to extract and verify the most suitable measurement criteria. In addition to this, a FANP is utilized in order to analyze the weights of different measurement dimensions and criteria. The value of this study is its construction of a TQM measurement model for the Taiwanese biotechnology industry that can be used to improve its quality as well as to regain a higher market share of the global market.

Revisiting a TQM research project: The quality improvement activities of TQM

To celebrate the 70th birthday and achievements of Professor Gopal Kanji, the author revisits the state of TQM at the time Gopal founded the Total Quality Management & Business Excellence journal in 1990. The author provides a commentary on the quality movement of this period, and shares findings from his doctoral research project into TQM, which was undertaken from 1988 to 1992. To the author's knowledge, this was the first doctorate in the UK that was solely focused on TQM. It therefore provides a unique glimpse into the period when interest in TQM was probably at its greatest and models and frameworks of TQM were first emerging. The doctorate was entitled ‘The development of a framework to assist in the implementation of TQM’. This paper describes the views of quality practitioners on TQM at that time and shows the most commonly used quality improvement activities (65 tools and techniques) that had been implemented by TQM companies. The methodology encompassed structured interviews at 21 TQM companies. The research contributed to the understanding of TQM by presenting the quality activities of which it can be composed, as well as the areas of the organisation the quality activities primarily address. The research is still of value today, and can assist organisations in determining which quality activities to use to improve performance in specific areas of operation. The research presented here has previously been peer reviewed and published. However, this is the first time these important research findings have been presented in an academic journal.

Learning for Improvement and Innovation

(2001). Learning for Improvement and Innovation. Quality Management Journal: Vol. 8, No. 4, pp. 31-32.

Total Quality Management: Text, Cases, and Readings. 2d ed

"Total Quality Management: Text, Cases, and Readings. 2d ed." Quality Management Journal, 4(1), pp. 15–16

Real Change Leaders: How you can Create Growth and High Performance at your Company

"Real Change Leaders: How you can Create Growth and High Performance at your Company." Quality Management Journal, 4(1), p. 19

An Ounce of Application is Worth a Ton of Abstraction: A Practical Guide to Implementing Total Quality Management

(1996). An Ounce of Application is Worth a Ton of Abstraction: A Practical Guide to Implementing Total Quality Management. Quality Management Journal: Vol. 3, No. 3, pp. 15-16.

Best Practices in Reengineering: What Works and what Doesn't in the Reengineering Process

(1996). Best Practices in Reengineering: What Works and what Doesn't in the Reengineering Process. Quality Management Journal: Vol. 3, No. 2, pp. 10-12.

Business Process Benchmarking: Finding and Implementing Best Practices

(1995). Business Process Benchmarking: Finding and Implementing Best Practices. Quality Management Journal: Vol. 3, No. 1, pp. 10-11.

Recognizing Competitive and Comparable Books

Recognizing Competitive and Comparable Books