Quality Management Theory Research Articles

Policy innovation and the sustainable quality management 4.0 framework for integrating sustainable services

Over the past twenty years, service organizations have adopted total quality management to enhance their service quality, significantly impacting business performance, customer satisfaction, and profitability. This study delves into policy development of sustainable quality management theory, benefits, and various service components, while reviewing its implementation in services industries and policy innovation. The concept of Sustainable Quality Management 4.0 (SQM 4.0) integrates sustainable management, traditional quality management, and Quality 4.0 principles to optimize resources, reduce environmental impacts, and enhance decision-making through Industry 4.0, IoT, AI, and big data analytics. The findings offer valuable framework and policy insights for managers and practitioners on quality management and service systems, providing an implementation framework for Sustainable Quality Management in the service sector. The paper outlines comprehensive elements and strategies for implementation as a SQM framework for attaining sustainable quality management in the services industry.

Do schools have hindrance of quality to promote innovativeness? Examining the role of empowering leadership and stakeholder involvement

PurposeSchools provide high priorities to offer innovative curricular and cocurricular programs, and leaders make necessary efforts to promote enablers and overcome disablers for sustaining their innovativeness. With the background of quality management and stakeholder theories, the present study examines the interplay of hindrances to quality between empowering leadership, stakeholder involvement and organizational innovativeness.Design/methodology/approachResponses of 157 American school principals collected through the Teaching and Learning International Survey 2018 by the Organization for Economic Cooperation and Development were used and analyzed to test the proposed hypotheses.FindingsResults show that empowering leadership behaviors of school principals support promoting organizational innovativeness, and involvement of stakeholders with the school activities also promotes organizational innovativeness. Interestingly, when American schools faced a high level of hindrance to providing quality education to their students, principals’ high level of empowering leadership behaviors promoted organizational innovativeness.Originality/valueThis is the first time in the literature that the interplay between empowering leadership, stakeholder involvement and hindrance of quality education has been examined to promote organizational innovativeness.

Quality Management Systems and Service Delivery in Parastatals in Kenya: A Case Study of Kenya Plant Health Inspectorate Service (Kephis)

Total quality management is becoming more widely recognized due to businesses' efforts to provide high-quality goods and services. Government parastatals are confronted with various challenges due to shifting dynamics, such as inadequate legal and regulatory frameworks, subpar corporate governance, and unfavourable public perception. The main objective was to examine quality management systems and service delivery in Kenya. The investigation was guided and anchored by the following theoretical pillars: The study's fundamental anchor theory is Deming's Theory of Quality Management, which was backed by institutional theory The study employed a descriptive research design with a population of 300 as its target. Stratified random sampling was used to select a sample size of 171 people. Data was gathered through surveys. The quantitative data was analyzed using SPSS. The data was displayed using tables. The relationship between the variables was demonstrated using inferential statistics. Some ethical guidelines were considered to direct the research investigation throughout the study period. The relationship between quality services and service delivery had an R2 = 0.499, which indicates that a shift in quality services may be responsible for 49.9% of the variation in service delivery, and an R2 = 0.642, which indicates a strong positive association between quality services and service delivery. basic relationship between quality control and service delivery (R = 0.595) with an R2 value of 0.431. This means that to improve performance, businesses should be aware of their clients' requirements, meet their needs now and in the future, and aim to surpass their expectations. KEPHIS's management should think about incorporating quality service principles within the organization's divisions and departments. To ensure successful quality services and business success, KEPHIS should set up their quality management systems by ISO standards. More research can be done to broaden the study's focus to include other industries or look at how public, private, and SMEs are implementing the findings. Furthermore, knowledge generation processes can be integrated with a company's internal and external operations through quality management.

A Critical Analysis of the Theory and Practice of Total Quality Management in the Context of Saudi Consolidated Electric Company

A Critical Analysis of the Theory and Practice of Total Quality Management in the Context of Saudi Consolidated Electric Company

Capturing the voice of the customer: focus groups versus netnography?

The rapid growth, large volume, and easy access to publicly available netnographic data have increased the need for understanding its potential in leveraging innovation. At the heart of quality management is a focus on customers and their needs, driving the innovation of products and services. In this study, we systematically compare netnography and focus groups as research methods regarding their ability to capture various types of customer needs. This study makes four valuable contributions to quality management theory: (1) netnography and focus groups captures similar customer needs, (2) netnography provides clear need statements, which are rich and overrepresented compared to focus groups, (3) both netnography and focus groups are vulnerable to groupthink, where customers prioritize consensus; however, this effect is more evident in netnography, (4) netnography captures more need statements about current product and service usage, while focus groups focus more on past product and service usage.

Experiences of Mathematics Primary School Departmental Heads: Pertinent Challenges and Lessons Learnt

Abstract There has been a shift in the professional management of schools which is gradually inclining towards performance-based management. This shift has put emphasis on managing schools to achieve higher learner performance and has put pressure on Departmental Heads (DHs) and teachers to improve outcomes especially in the mathematics subject. The main aim of the study is to explore a myriad of pertinent challenges experienced by DHs in managing mathematics in primary schools. In examining the phenomenon, we deployed an exploratory qualitative research approach. In collecting data, the researchers used the semi-structured interviews to interview [teachers, DHs, the curriculum advisor, principals]. The study was underpinned by the Deming quality management theory. The study provided insights in the myriad challenges and impediments in managing mathematics in primary schools by the heads of departments. The study results include the following: Problems with interpersonal stakeholder relations, lack of disciplinary expertise and specialization, teacher absenteeism and implications, work overload of mathematics heads of department, insufficient support from the educational and local school authority and insubordination, dereliction, and non-cooperation of teachers. This paper is significant because it adds novel insights in the epistemology of the management of mathematics in primary schools.

Evaluation of the support capability of the launch power system propellant based on G1-EW two-dimensional cloud model

Due to technical limitations and the characteristics of the launch power system propellant, its support capability is affected by many factors and links. In the process of mission support, it is necessary to consider both its quality characteristics and the safety during the support process, which bring difficulties to the accuracy of its support capability evaluation. In this regard, the evaluation indexes system is constructed according to the requirements of total quality management theory, process safety management theory and equipment support characteristics. In the process of setting the indexes system, the technique for order preference by similarity to an ideal solution method (TOPSIS method) is used to screen the indexes to make indexes setting more scientific. The subjective weights obtained by the order relation analysis method (G1 method) and the objective weights obtained by the entropy weight method (EW method) are combined by the game theory combination weighting method to obtain the indexes combination weights, which reduce the error of weight calculation. The two-dimensional cloud model is used to evaluate support capability of the launch power system propellant from the two dimensions of quality management capability and safety management capability, which can reflect the support capability more comprehensively and accurately. Through example verification, the closeness of support capability of the launch power system propellant to the evaluation grades of ‘excellent’, ‘good’, ‘average’, ‘poor’ and ‘very poor’ is calculated to be 0.2333, 5.1169, 0.3579, 0.1821 and 0.1041, respectively, indicating that the evaluation results are closer to good. Finally, compared with the existing one-dimensional cloud model evaluation method, the superiority of this research method is highlighted, which has a certain guiding role in improving its support capability.

Organizational factors, quality performance and competitive advantage of village-owned enterprise in Indonesia

PurposeThis research objective is to (1) examine the effect of organizational factors on quality performance, (2) examine the effect of quality performance on competitive advantage and (3) examine the mediating role of quality performance between organizational factors and competitive advantage.Design/methodology/approachThe research sample includes 140 employees in the Windusari village-owned enterprise, in Magelang, Indonesia. Data are collected using 5-Likert scale questionnaires which follow Ferdousi et al. (2019). The dependent variable is a competitive advantage. The Independent variable is organizational factors which are top management support, employee empowerment, employee involvement, reward and recognition, training and customer focus. The mediating variable is quality performance. Data analysis uses path analysis provided by structural equation modeling.FindingsBased on path analysis, organizational factors have a positive effect on quality performance, quality performance has a positive effect on competitive advantage and quality performance mediates the effect of organizational factors on competitive advantage. The results confirm the concept of quality management where continuous improvement of products and services can meet customer expectations and bring the organization to a better position in the industry to face other competitors.Originality/valueThis research extends the previous studies of the relationship between organizational factors and organizational outcomes by considering the effectiveness of the organizational process. This research also contributes to giving new evidence about the relationship between organizational factors, quality management and competitive advantage in the village-owned enterprise in Magelang, Indonesia. This research also contributes to updating the literature on the theory of quality management.

Examining the Quality of Learning Environment of Sandwich Programmes in Ghana: A Case of Institute of Education

This paper reports on a study that examined the quality of the learning environment of sandwich programmes in Ghana. The study used a sequential explanatory mixed method design and focused on tutors and 400 students of the programme. The Total Quality Management Theory, Expectation Confirmation/Disconfirmation Theory, Context, Input, Process, and Product Evaluation Model underpined the study. A disproportional stratified selection method was used to select 1,000 students and 50 tutors from each of the four teaching centres. While a purposive sampling method was employed to select 12 students and eight tutors involved in sandwich programmes for follow-up interviews. The data were collected using a questionnaire and an interview guide. The quantitative data was analysed using means and standard deviation, while the qualitative data were subjected to thematic analysis. These findings revealed that the tutors show concern for the welfare of the students and offer chances for student-teacher contact. However, big class sizes limit how much faculty can customise the learning environment. Also, students were friendly, helpful, cooperative, and supported one another during activities. The study recommended that the management of the Institute of Education and centre coordinators make every effort to secure spacious classrooms to help reduce large class sizes and increase opportunities for student-teacher interactions, cohesiveness, and students' participation in the classroom. In addition, tutors should foster an atmosphere that invites student interaction and identify students' strengths and weaknesses.

Analysis of the Application of Total Quality Management Theory in Teaching Practice in Colleges and Universities

Analysis of the Application of Total Quality Management Theory in Teaching Practice in Colleges and Universities

Optimizing Online Teaching: Total Quality Management in Action for Quality Assurance Measures

The large-scale online teaching amid the pandemic triggered increasing concern over online teaching management and quality assurance. Take the theory of Total Quality Management (TQM) as guidance, a Chinese higher education institution (CHEI) built a multi-level, multi-link, and multi-dimensional teaching quality monitoring system (Online Teaching Quality Assurance Measures) with full participation, whole process, and all-round development by innovating teaching quality management and monitoring mechanism, aiming to ensure the continuous improvement of talent training quality to realize the sustainable development of application-oriented undergraduate universities with quality improvement as the core. The effectiveness of online teaching quality was demonstrated through the Questionnaire of Student Evaluation of Online Teaching Faculty and students’ academic performance (GPA) before and after the implementation of Online Teaching Quality Assurance Measures, guided by the principles of Total Quality Management theory. The results indicated that Online Teaching Quality Assurance Measures have a series of positive effects on online teaching in CHEI, and systematically guide online instructors as evidenced by outstanding ratings and feedback in course evaluations and students’ academic performance. This study also revealed that CHEI’s online teaching is facing some challenges, especially in the effort to promote learning interaction and teaching cooperation. The study underscored the importance of continuous improvement and provided some interventions in enhancing online educational practices, aligning with TQM principles. The findings are expected to make an important contribution to the field of online teaching quality management in higher education.

The Use of UIN Raden Fatah's E-Library Application Reviewed from Total Quality Management (TQM)

This research is motivated by an interesting phenomenon of changing times marked by the mushrooming use of information technology that makes the Library able to provide all services quickly, precisely, accurately, anytime, and anywhere. And, in real-time these services can be utilized by users, namely the use of e-library applications applied at the UIN Raden Fatah Library is very interesting to be researched. This research is quantitative, and data were collected by using applications from the Library Science students of class 2020. To see the use of the application, researchers use the theory of total quality management (TQM) which is reviewed through 4 principles, namely the principles of user satisfaction, respect for users, management in line with facts, and continuous improvement. Of the four principles, the survey results are above the average of 50%, meaning that each indicator in each principle has good service quality such as a comfortable application interface, user-friendly application use, good and satisfactory e-library service quality, adequate collection, and can meet user needs. Library efforts that continuously add to existing collections in the e-library application are updated to the latest version. There is a huge need to socialize the use of the application and promotional activities for the application to continue to be carried out. The research data shows that the survey results 75% on average, have gone well. Based on the results of this simple research, all principles in TQM have achieved excellent scores, this is shown by the average acquisition of survey numbers above 50%.
 Keywords: e-library, total quality management

Analysis of the Implementation of Total Quality Management (TQM) in Improving Employee Performance at PT Permata Bank Cibubur Branch

A company is an organization operated by the people within it to achieve the company's objectives. To achieve product quality, the implementation of an efficient management system is necessary, serving as both a tool for improving company performance and a measure of employee performance. The company's focus is not only limited to the quality of the products produced but also covers aspects such as processes, human resources, and the environment. Therefore, it is important to include the measurement of productive behavior of employees and to be based on quality improvement, which is also grounded in human resource development. This research is qualitative in nature. Data was collected through observation, interviews, and documentation. The theory applied in this research is the Quality Management Theory. The research results indicate that the company's performance in providing quality products and services in the era of globalization is continuously increasing, both in terms of human skills, processes, and the environment. This comprehensive improvement is achieved through the Total Quality Management (TQM) approach. Through efficiently managed TQM, parts of the company that require improvements or changes can be identified

Quality control of manufacturing enterprises based on computer and big data technology

AbstractThe traditional manufacturing industry is facing the impact of Big Data, and all aspects of product research and development, process design, quality management, production and operation are urgently looking forward to the birth of innovative methods to cope with the challenges of big data in the industrial background. Although traditional manufacturing enterprises have initially established quality control information system, there are still many problems and limitations in the existing quality control system, which cannot meet the operation needs of manufacturing enterprises. This paper chooses the quality management of manufacturing enterprises as the research object, and uses advanced technologies such as computer, internet, big data and cloud computing to build a data system model of quality control of manufacturing enterprises. this paper optimizes the quality data processing process by establishing the quality monitoring model, and builds an intelligent quality supervision platform, and sets up the quality alarm rules for manufacturing enterprises. If the deviation between the actual value and the predicted value of the quality monitoring index is mapped between [0,1], the quality monitoring system can generate an outlier probability score. In this study, the traditional manual quality management is transformed into the management mode of the “internet + quality data” in order to realize the information, digital and intelligent quality management of manufacturing enterprises. This comprehensive research method combines modern digital technology and relevant theories of quality management to explore the optimization scheme of quality management of manufacturing enterprises, and also provides reference experience for the information construction of other similar enterprises.

How customer knowledge management helps retain fitness club members: a mediating effect of relationship quality

PurposeThis study aims to develop a conceptual model to understand how customer knowledge management (CKM) affects fitness club membership renewal through the mediation of relationship quality.Design/methodology/approachData were collected outside of fitness clubs using a systematic sampling method. A total of 224 valid responses were collected. Structural equation modelling was used to evaluate the relationship between the constructs of the research model.FindingsThe results indicate that both knowledge from customers and knowledge for customers have a positive influence on customer satisfaction and customer trust. Among them, knowledge for customers has a stronger influence on customer satisfaction while knowledge from customers has a greater influence on customer trust. Additionally, three dimensions of relationship quality (customer satisfaction, customer trust and customer commitment) positively influence membership renewal intention with customer commitment exhibiting the greatest influence on it.Originality/valueThis study combines the theories of CKM and relationship quality management to explain why members will renew their service contracts. By using fitness clubs as an example, this research extends the authors' understanding of how knowledge from and for customers can influence customers' attitudes and behavioural intentions towards service companies.

Research on Theory and Practice of Data Quality Management

Data quality management includes both theory and technology, as well as practice and management. Through data quality management, enterprises can obtain high-quality data, which is an important prerequisite for developing data products, providing data services, and realizing the value of data. It is also the core goal of enterprise data governance. This article first reviews and compares the relevant theories of data quality management; Then summarize the data quality practices carried out by typical case enterprises; Finally, based on the theory and practical cases of data quality management, valuable experiences for data quality management are proposed, and prospects for data quality management are presented.

Towards primary school mathematics multipronged top-bottom intervention framework

Performance outcomes in mathematics in South African primary schools have reached alarming proportions. This paper seeks to delve deep into the challenges contributing to mathematics underperformance and gain insights from the perspectives of the departmental heads regarding the strategies they deploy in improving performance in their schools. In examining this phenomenon, we conducted semi-structured interviews that targeted departmental heads in primary schools in the Province of Limpopo, South Africa. In addition, quality management theory was used as a lens to frame the study theoretically. The study results demonstrate that departmental heads employ differentiated strategies to mitigate the pertinent challenges facing mathematics performance in primary schools. Amongst the key strategies departmental heads deploy include the following: Collaborative workshops and subject meetings, departmental heads initiated continuous professional development opportunities, provision of resources for teaching mathematics, control, and monitoring as accounting measures, and confronting teacher insubordination. This paper is of significant value as it adds to new knowledge in managing and teaching mathematics in primary schools.

Medical service quality evaluation based on LDA and sentiment analysis: Examples of seven chronic diseases.

In this article, we investigate how chronic noncommunicable disease (CND) patients evaluate the medical service, and what obstacles exist in this process, which is useful for hospitals to improve efficiency and enhance patient satisfaction. Based on the total number of CND patients in China, 7 CNDs were selected as the evaluation objects, and then selected the Haodaifu website as the data source, crawled 15,682 medical service reviews, then the 9 themes were analyzed by the LDA theme model. The evaluation index system of six indicators was constructed based on quality management theory. The binary long short-term memory model was used to analyze the sentiment, and the entropy-valued, TOPSIS and gray correlation model was implemented for medical service quality evaluation; the barrier model was used to find out the key factors limiting medical services. (a) Hypertension was rated at a good level in the degree of gray correlation closeness, bronchitis was rated at a low level and the rest were at an intermediate level. (b) The first two overall barriers were the hospitalization process and registration services which occupy about 30%, respectively. This implies that hospitals should focus on providing registration services and inpatient settings in the future. To promote hospitals to provide better services for patients with CNDs and improve patient satisfaction with medical care. And it is necessary to optimize medical services fundamentally by optimizing the inpatient process and improving the registration process to improve efficiency.

Theoretical and Empirical Research on Improving the Quality of Higher Vocational College Enterprise Cooperation Based on PDCA Cycle

The quality of school enterprise cooperation in vocational colleges is one of the important indicators for the quality of teaching practice in vocational colleges. Applying project management methods, technologies, and tools to school enterprise cooperation construction projects has significant advantages, which helps to ensure the quality of school enterprise cooperation construction projects under the “Double High Plan”. In this context, this article takes the construction project of the School of Finance and Economics Cooperation of Chengdu Vocational and Technical College as the research object, applies the PDCA cycle improvement theory of project quality management to the school enterprise cooperation of the School of Finance and Economics, analyzes the problems in the construction of the school enterprise cooperation project of the School of Finance and Economics, and proposes improvement suggestions, in order to explore an effective path for higher vocational colleges in finance and economics to promote the quality improvement of school enterprise cooperation projects.

Improving Quality and Operational Performance of Service Organizations: An Empirical Analysis Using Repeated Cross-Sectional Data of U.S. Firms

Research in quality management has provided new insights and directions on how to incorporate quality principles into organizational, operational, and policy decisions. However, most research into quality management has focused on manufacturing firms, which differ from service organizations in their structural and organizational characteristics, thus limiting the value of the findings for service organizations and highlighting the need for further research to assess quality practices in service organizations. In addition, whether quality management practices can provide sustainable quality results for service organizations is overlooked in the literature, primarily due to the lack of availability of reliable and valid data. This had led to inconsistent research findings, which limits theory development and managerial relevance of quality management for service organizations. Building upon the contingency theory of quality management, we examine the determinants of quality results in service organizations and determine the magnitude of the impacts of quality excellence programs on customer satisfaction and operational results in service organizations on a more detailed level. We use repeated cross-sectional data of 16 years from the Baldrige Quality Award program. The results show that information, analysis, and knowledge management is a significant predictor of quality and operational results, and management of process quality and human resource (HR) management significantly influence customer focus and satisfaction, controlling for the firms’ year. We also find that HR management has the strongest impact on customer focus and satisfaction in service organizations, followed by the management of process quality. In addition, the quality and operational improvements resulting from quality management implementation diminish over time in service enterprises. This article provides insights for service organizations and policymakers to enhance service quality and operational performance in service organizations.