are turning to approaches such as total quality management to help manage their businesses. This paper starts with the … India to obtain a student perspective of the quality of those institutions. The SERVQUAL methodology was applied to identify … the gap between customer expectations and perceptions of the actual service received. The quality function deployment …

a unique approach towards improving productivity, quality and service through the use of action research to implement …

‐class quality in products and processes. The paper describes in detail the tools and techniques needed to implement and maintain the …

philosophies of modern quality management. Design/methodology/approach – The approach taken was to form a panel of leading … academics and practitioners who are familiar with both the Six Sigma and Total Quality Management (TQM) topics. Findings – The … and academics to understand the critical differences between these two powerful approaches to quality management.  …

Purpose – Accreditation to the ISO 9001 Quality Management Systems Standard has proven to be a persistent and growing … analysing the empirical literature on quality management system certification to ISO 9001 and business performance for evidence … the treatment‐effect of ISO 9001 accreditation is lower waste; while the benefits of lower costs and better quality are …

Purpose – The purpose of this paper is to examine the level of use of quality management tools and techniques as well … out in 370 Greek companies, using the questionnaire method. The selected companies have been implementing a quality … to identify significant differences between selected companies. Findings – The level of quality tools and techniques used …

methodologies. Findings – Although both methodologies are focused on process and quality improvement, Lean is formalisation and … codification of experience and judgement which is not a feature of Six Sigma. Lean emphasises speed and waste, however Six Sigma …

application of a uniform static model of productivity (Q4‐model), covering quantity and quality aspects and applicable to various … approach is not made for measuring the quantity and quality input and output factors of productivity. Practical implications … – The approach succeeds in developing a productivity strategy which combines quantity and quality input and output factors …