Purpose – The purpose of this paper is to propose a methodology that may aid in assessing information technology (IT) quality characteristic optimisation through the use of simple and robust tools with minimal effort. Design/methodology/approach – Non‐linear saturated fractional factorial...

Purpose – The purpose of this paper is to report a pilot project on quality control in China's government department (AQSIQ), based on an extended EFQM excellence model. Design/methodology/approach – After careful comparisons, the EFQM Excellence Model was selected as the fundamental...

Purpose – Business processes have an open and dynamic character and are influenced by internal an external disturbances. Without an adequate use of feedback mechanisms, those processes become unstable and do not achieve the expected performance. The purpose of this paper is to face the...

Purpose – The purpose of this paper is to examine the various contributions made by Gurus who have impacted significantly on the theory and practice of total quality management (TQM) over the past 100 years. Design/methodology/approach – The paper uses the solid foundation created by the...

Purpose – This paper aims to compare and contrast the career experiences and development needs of British and Australian quality managers. Design/methodology/approach – The results of a postal survey of the careers of British quality managers are compared with Australian quality managers...

Purpose – The six sigma methodology has been successfully implemented in many organizations leading to tremendous quality improvements in products manufactured and services delivered. However, academic institutions have lagged other organizations in implementing six sigma. The purpose of this...

Purpose – Education is becoming much more of a “product” with varying customers and stakeholders. There are huge pressures to become more accountable and responsive to customer needs, and educational institutions need to become more efficient, effective and customer‐centric. Quality is...

Purpose – The purpose of this paper is to explore the relationship between total quality management (TQM) practices and quality performance with special emphasis on ISO 9001:2000 certified manufacturing organizations in Malaysia. Design/methodology/approach – The empirical data was drawn...

Purpose – The purpose of this paper is to examine the international use of business excellence (BE) models and the practices used by BE framework (BEF) custodians to encourage use. Design/methodology/approach – A literature review, three surveys, a series of focus groups and key informant...