The TQM Magazine: Volume 17 Issue 1

The integration of lean management and Six Sigma

Edward D. Arnheiter, John Maleyeff

To eliminate many misconceptions regarding Six Sigma and lean management by describing each system and the key concepts and techniques that underlie their implementation. This…

Business ethics in TQM: The qualities and spectrum zones of a case illustration

Göran Svensson, Greg Wood

The objective of this research is to introduce and describe a conceptual framework of business ethics in TQM.

Strategic quality management for the construction industry

Low Sui Pheng, Sze Hui Hong

As the key to value creation, construction firms should treat quality as a strategic issue. However, strategic quality management (SQM) is still a relatively new concept for…

The evolution of TQM: An empirical analysis using the business process change framework

Jaideep Motwani, Sameer Prasad, Jasmine Tata

Business process change (BPC) is an organizational initiative to achieve significant improvement in performance and has been extensively reported in the information systems…

Looking through and beyond the TQM horizon: Lessons learned from world‐class companies

Jonas Gomes Da Silva, Ohfuji Tadashi, Nezu Kikuo

The paper aims to investigate the best common management practices of the world‐class companies identified in Brazil and Japan; and propose a business model aimed at helping…

Putting the customer second

Ronald J. Burke, James Graham, Frank J. Smith

Two studies examined the relationship between employee satisfaction and customer satisfaction in two service organizations.

Total quality management: The need for an employee‐centred, coherent approach

J.A.P. Hoogervorst, P.L. Koopman, H. van der Flier

The core principles of total quality management (TQM) are considered to be incompatible with the traditional mechanistic way of organizing. It is believed that this constitutes a…

Six Sigma and MINITAB®: A Tool Box Guide for Managers, Black Belts and Green Belts

K. Narasimhan