The TQM Journal

The applicability of quality management systems and models to higher education: A new perspective : Table of Contents

Yadollah Mehralizadeh, Massoud Safaeemoghaddam — Mon Feb 22 02:05:17 GMT 2010

Abstract:
Purpose – The main purpose of this paper is study to what extent the idea of a total quality management (TQM) system (Deming, ISO, Baldrige, and EFQM) which is borrowed from business is applicable in a higher education institution. Design/methodology/approach – A meta-evaluation methodology is used which emphasises Røvik's seven theoretical assumptions on how management ideas are spread in a given sector. Findings – The findings of this paper reveal that that in many cases the current evidence of application of TQM is not compatible with the assumed criteria of the Røvik model. The quality systems are not often socially acceptable, they do not follow a clear philosophy and theory, do not show the productivity of institutions, are less progressive, have low harmonies, unrealistically publicized but in terms of individualized aspects there are some supportive successful case applied in non-academic higher education. Originality/value – The value and new message of this paper is its investigation of the fitness of TQM from a new perspective based on meta-analysis.

The importance of user-generated content: the case of hotels : Table of Contents

Roger Williams, Ton van der Wiele, Jos van Iwaarden, Steve Eldridge — Mon Feb 22 02:05:17 GMT 2010

Abstract:
Purpose – The purpose of this paper is to develop understanding about the quality of user generated content (UGC) on web sites from the point of view of the customer. This is an area not yet explored, while the use of UGC is expanding on many web sites and its importance is rapidly growing. Design/methodology/approach – The research undertaken is a pilot amongst a small number of interviewees who have been asked to judge the quality of UGC on hotel web sites. Findings – The findings of the research show that three types of information are needed by the person using UGC on hotel web sites: objective information about the hotel; information about the reviewer's qualifications; and information about the reviewer's beliefs and expectations. Research limitations/implications – Because of the small number of interviewees this research is limited and can be defined as explorative. The outcomes can be used to develop a survey instrument in relation to further research on user generated content. Originality/value – This research is original because there has not been any other initiative in this area and it will certainly stimulate more research because of the importance UGC has in a world of expanding internet usage. The outcomes of the small-scale pilot will make it possible to develop broader quantitative research on UGC on web sites.

ISO 9001:2000 implementation in the Greek food sector : Table of Contents

Christos V. Fotopoulos, Evangelos L. Psomas, Fotis K. Vouzas — Mon Feb 22 02:05:17 GMT 2010

Abstract:
Purpose – The purpose of this paper is to examine perceptions of the implementation of the ISO 9001:2000 standard in the food sector in Greece. Design/methodology/approach – Research was conducted in 97 Greek food companies certified to ISO 9001:2000, using the questionnaire method and aimed at examining the reasons for certification, the difficulties in implementing the standard, the benefits of certification and their relationships. Exploratory Factor Analysis and Multiple Linear Regression Analysis was applied to define the main constructs of reasons-benefits-difficulties and to explore their relationships. Findings – Results showed that the major reasons for certification, unlike benefits, concern firstly the internal business environment and then the external one and no particular difficulties were observed during the standard implementation. Achieving internal (external) benefits is positively affected by the existence of internal (external) reasons and negatively affected by the difficulties to meet the standard's requirements. Research limitations/implications – The present study is based on subjective data that refer to a short ISO 9001:2000 certification period. A more thorough research on food companies that have been certified for a long period using data coming from their internal environment, such as executives, managers, employees, would offer more information about ISO 9001:2000 and would reveal its impact on business performance. Practical implications – The results of the study will be of great use to food companies that have not been certified yet, particularly in light of the new challenge they face with the ISO 22000 standard. Originality value – The present study is exclusively focused on companies in the Greek food sector in order to draw information about the revised ISO 9001:2000 standard.

Integrated lean TQM model for global sustainability and competitiveness : Table of Contents

Samuel K.M. Ho — Mon Feb 22 02:05:17 GMT 2010

Abstract:
Purpose – The purpose of this paper is to explore an integrated total quality management (TQM) model for global sustainability. Design/methodology/approach – It has been well-recognised that Japanese firms compete in quality, cost and speed of delivery. Over the last century, the Japanese have formalised the technique and call it “5S” Practice. Through his research in Japan under the “Oshikawa Fellowship” of the Asian Productivity Organisation in 1988, the author has re-defined the name as “the 5-S” and developed the world's first 5-S Audit Checklist. Recently, in the wake of the soaring oil prices, the author developed another Checklist on Lean 5-S, aiming at minimising wastage of all kinds. Thus, the author adds another dimension to the Japanese competitiveness trio above – environment. Since 1993, the author has used the proprietary 5-S Checklist for training and consultancy in no less than ten countries with over 100,000 persons from around 8,000 organisations worldwide. On the other hand, HKSAR takes the lead in the global oil energy consumption/GPD. The experience is shared in this paper. Findings – On entering into year 2008, the price of oil soared to US$148/barrel, and kept rising. This calls for the pressing need for lean, the most important word for any organisation in the contemporary world. By now, the oil crisis seems to be over. Unfortunately, it has ignited the financial tsunami, a much bigger problem than the oil crisis, which we can live with. The lean management model proposed in this paper has shown some evidence to help organisations overcome the damages caused by the financial tsunami. Research limitations/implications – As the Integrated Lean TQM Model has only been tested in HKSAR, China and Japan, interested academics and related parties are invited to join in to validate this model for the global sustainability and competitiveness. Originality/value – The greatest contribution to the field of TQM in this paper are the two checklists created, each of them with 50 checkpoints, and tested by the author. When used properly, these two checklists are the corner stones for competitiveness and global sustainability in resources management.

A study into the effectiveness of quality management training: A focus on tools and critical success factors : Table of Contents

Ben Clegg, Chris Rees, Mike Titchen — Mon Feb 22 02:05:17 GMT 2010

Abstract:
Purpose – The purpose of this paper is to investigate the effectiveness of quality management training by reviewing commonly used critical success factors and tools rather than the overall methodological approach. Design/methodology/approach – The methodology used a web-based questionnaire. It consisted of 238 questions covering 77 tools and 30 critical success factors selected from leading academic and practitioner sources. The survey had 79 usable responses and the data were analysed using relevant statistical quality management tools. The results were validated in a series of structured workshops with quality management experts. Findings – Findings show that in general most of the critical success factor statements for quality management are agreed with, although not all are implemented well. The findings also show that many quality tools are not known or understood well; and that training has an important role in raising their awareness and making sure they are used correctly. Research limitations/implications – Generalisations are limited by the UK-centric nature of the sample. Practical implications – The practical implications are discussed for organisations implementing quality management initiatives, training organisations revising their quality management syllabi and academic institutions teaching quality management. Originality/value – Most recent surveys have been aimed at methodological levels (i.e. “lean”, “Six Sigma”, “total quality management” etc.); this research proposes that this has limited value as many of the tools and critical success factors are common to most of the methodologies. Therefore, quite uniquely, this research focuses on the tools and critical success factors. Additionally, other recent comparable surveys have been less comprehensive and not focused on training issues.

Quality screening in an information technology process : Table of Contents

George J. Besseris — Mon Feb 22 02:05:17 GMT 2010

Abstract:
Purpose – The purpose of this paper is to propose a methodology that may aid in assessing information technology (IT) quality characteristic optimisation through the use of simple and robust tools with minimal effort. Design/methodology/approach – Non-linear saturated fractional factorial designs proposed by Taguchi receive robust data processing by the efficient nonparametric test of Jonckheere and Terpstra. Findings – The paper finds that e-mail quality improvement is achieved by collecting data through an unreplicated-saturated L9(34) design. Active influences are attributed to the e-mail volume and the receiving hardware type. Research limitations/implications – The overall efficiency of the method is greatly enhanced due to incorporation of a nonparametric analysis tool that is known to perform effectively when data availability is minimal. The method does not succumb to normality and multi-distributional effects which may easily handicap the decision-making process when derived from other mainstream methods. Practical implications – There are obvious professional and pedagogical aspects in this work aiming at IT quality practitioners offering facilitation towards implementing robust techniques while suppressing quality costs. It is noteworthy that nonparametric data processing improves on the ability to make predictions over Taguchi's regular Design of Experiments (DOE) formulation for small sampling conditions. Originality/value – This method embraces designing efficiency by non-linear orthogonal arrays with multi-level order statistics providing the weaponry to deal with quality optimisation in complex environments such as those in the IT area. The value of this work may be appreciated best by quality managers and engineers engaged in routine quality improvement projects in the area of information systems which also augments the general database of quality-related testing cases.

The present status of quality and manufacturing management techniques and philosophies within the Libyan iron and steel industry : Table of Contents

Rajab Abdullah Hokoma, Mohammed Khurshid Khan, Khalid Hussain — Mon Feb 22 02:05:17 GMT 2010

Abstract:
Purpose – This paper aims to investigate the present status of the implementation levels of total quality management (TQM), just-in-time (JIT) and manufacturing resource planning (MRPII) within the iron and steel industry in Libya and the management implications for this industry. Design/methodology/approach – A survey methodology was applied in this investigation using an extensive questionnaire and one-to-one interviews within the correspondent Libyan iron and steel industry. Findings – Based on the analysis of the questionnaire survey and the one-to-one interview responses, the results show that the strategies applied by the executive management body towards most of the areas that are considered as being crucial in any successful implementation of the investigated quality and manufacturing management techniques and philosophies are not well planned. The actual implementation levels of the TQM, JIT and MRPII practices were found to be in the modest levels within the surveyed industry. The paper has identified limitations within the iron and steel industry in terms of the investigated quality and manufacturing techniques and philosophies, and has pointed to areas where the senior managers need to take action in order to achieve an effective and successful implementation of these techniques and philosophies within their business areas. This is an important finding for the future success of the surveyed industry within Libya. Research limitations/implications – Future research could be applied to cover other industries within Libya in order to investigate how widely these quality and manufacturing management techniques and philosophies from this research are reflected in other Libyan industries. Originality/value – This paper investigates the present implementation status of TQM, JIT, and MRPII within the Libyan iron and steel industry, not covered in previous research. It makes a contribution by providing an insight into what extent the TQM, JIT and MRPII are understood and implemented within the Libyan iron and steel industry.