Measuring service performance in an appropriate way has received widespread attention due to the vital role customer … service plays in gaining competitive advantages. Since service performance directly correlates with customer satisfaction …, measuring service performance that attempts to assess validity is a concern for many firms. The new proposed index, the service …

organization performance. This research uses data from the Arizona Governor’s Quality Award, which is based on the MBNQA, to study …

In this article, the relationship is studied between certification on the ISO 9000 series and the performance of … organizations. It is often claimed that ISO certification generates an improvement in the performance of organizations. This … research aims to find out if ISO certification indeed results in better performance outcomes for organizations. This is of …

and organisational performance of SMEs in Western Australia, with and without ISO 9000 certification. Using the criteria … and organisational performance. This result concurs with the findings of studies conducted in the context of large …

organizational performance. TQM contents as well as TQM elements are considered. So, from a contingency approach, TQM contents have … relationship between TQM elements and performance is developed from an industrial psychology perspective. Hence, TQM elements are …

This paper presents an argument that it is appropriate to develop a model of project management (PM) performance from … models for assessing quality management. The paper presents a model, labelled the project management performance assessment … (PMPA) model, based upon the EFQM business excellence model. The model proposes six criteria for assessing PM performance …

analyzed the influence of internal motivation for seeking certification with level of quality management and performance in … relation between reasons for seeking certification and level of quality management and performance) have been performed on the …

‐certified companies in terms of performance. Design/methodology/approach – In order to determine the effect of certification on … performance, motivations for certification and companies' quality practices have been considered as factors. A survey was carried …‐certified companies in terms of performance and quality practices were examined by one‐way analysis of variance (one‐way ANOVA). Findings …

Purpose – The purpose is to examine the role of TQM in a strategy‐TQM‐performance model. More specifically, it seeks to … investigate whether TQM has a driving role in the formation of strategy or has a mediating effect in the strategy‐performance … higher impact than hard TQM on competitive strategy formulation and on performance. Research limitations/implications – The …