There has been a plethora of published research related to total quality management (TQM) in the last few decades. However, very few studies focused on cataloging critical factors of TQM. One of the objectives of this literature review was to investigate the state of TQM by examining and listing...

Quality management (QM) cannot be assured unless some objective assessments are undertaken. A number of tools and techniques are available to conduct such analysis. Although some of them are product or service specific, however, a few basic tools and techniques are commonly used in manufacturing...

Purpose – To assess the relative value of the 2000 version of the ISO 9000 series of quality management system standards in comparison with the 1994 version. Design/methodology/approach – A total of 773 organisations in The Netherlands which have all been certified to the ISO 9000 standard...

Purpose – To analyze the changes in the perceived benefits of ISO 9000 with the passage of time. Design/methodology/approach – An empirical survey of 399 companies conducted in 2002 in Catalonia (region of Spain). Findings – ISO 9001: 2000 registered organizations report benefits to a...

Purpose – The purpose of this article is to study the effect of employee involvement (EI) practices on quality comprehensively. Design/methodology/approach – This paper views the EI domain as sets of related practices interacting within a hierarchy. Using survey data, the paper tests a model...

Purpose – The purpose of this article is to develop and empirically test an extension to the three‐column format SERVQUAL instrument to evaluate passenger rail service quality. Design/methodology/approach – This article combines the literatures of service quality and rail transport quality...