The TQM Journal: Volume 22 Issue 5

Hospital effectiveness from administrative data: the Lombardy case

Pietro Giorgio Lovaglio

The aim of this paper is the discussion and the dissemination of initiatives promoted by the Lombardy region for the construction of benchmarking systems between regional health…

“Quality lives on”: quality initiatives and practices in Australia and Britain

Peter G. Burcher, Gloria L. Lee, Dianne Waddell

The purpose of this research is to explore the incidence of innovative approaches to quality in both Australia and Britain, the reasons behind their implementation, the ways in…

Service quality gaps analysis based on Fuzzy linguistic SERVQUAL with a case study in hospital out‐patient services

Hsiu‐Yuan Hu, Yu‐Cheng Lee, Tieh‐Min Yen

This study seeks to propose a conceptual approach to assess the perceived service quality properly using Fuzzy logic. First, it aims to verify whether it is a better solution than…

Is there a tactical level of business processes?: Emphasizing processes that enable adaptability, change, and improvement

Bjørnar Henriksen, Bjørn Andersen

As companies are facing an increased need for knowledge creation, innovation, improvement, and change, the processes that enable these matters should be identified. The purpose of…

Quality awards and performance: is there a relationship?

Pilar Corredor, Salomé Goñi

The aim of this paper is to determine whether firms that have received quality awards (understood as an indicator of the implementation of quality systems) obtain higher…

The structural relationships between TQM factors and organizational performance

Christos V. Fotopoulos, Evangelos L. Psomas

The purpose of this paper is to determine the relationships between the total quality management (TQM) factors and organizational performance.

Responding to the student voice: a case study of a systematic improvement strategy

Chenicheri Sid Nair, Lorraine Bennett, Patricie Mertova

The purpose of this paper is to highlight the importance of collecting and acting on student feedback as a key component of quality improvement in higher education. The paper…

Gopal Kanji

Alex Douglas