International Journal of Quality & Reliability Management: Volume 20 Issue 8

Organisational self‐assessment options: A classification and a conceptual map for SMEs

Stefano Biazzo, Giovanni Bernardi

The growing importance and considerable prestige that quality awards hold have encouraged firms to adopt “excellence models” as evaluation frameworks for organisational…

The relationship between TQM practices, quality performance, and innovation performance: An empirical examination

Daniel I. Prajogo, Amrik S. Sohal

This empirical study examines the relationship between total quality management (TQM) and innovation performance and compares the nature of this relationship against quality…

Applying SERVQUAL to Web sites: an exploratory study

Jos van Iwaarden, Ton van der Wiele, Leslie Ball, Robert Millen

In an effort to identify the quality factors perceived to be most important in relation to the use of Web sites, a survey was undertaken. The questionnaire utilized was based on…

Does ISO 9000 certification improve business performance?

Clare Chow‐Chua, Mark Goh, Tan Boon Wan

This paper examines the issue of ISO 9000 certification and its perceived benefits for Singapore based companies. Using an empirical approach, the paper seeks to ascertain if…

Customer‐centric six sigma quality and reliability management

Chu‐Hua Kuei, Christian N. Madu

This paper presents a customer‐centric six sigma quality management as an extension of the traditional six sigma way. It views product quality and process reliability as key to…

A decision support maintenance management system: Development and implementation

Oscar Fernandez, Ashraf W. Labib, Ralph Walmsley, David J. Petty

Competitiveness has forced companies to improve the overall performance of the business. In the area of maintenance, much has been written about strategies, such as total…

Competing on Quality and Environment

Chu‐Hua Kuei