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The impact of total quality service age on quality and operational performance: an empirical study

Saravanan, R.; Rao, K.S.P. - In: The TQM Magazine 19 (2007) 3, pp. 197-205

Purpose – The purpose of this paper is to show that a popular conception among the practitioners is that Total Quality Service (TQS) has a long‐range perspective and the organizations that have adopted TQS could be able to see the results of their quality improvement initiatives only after a...

Persistent link: https://www.econbiz.de/10015033180

Mapping out improvement

Davies, R.J. - In: The TQM Magazine 4 (1992) 3

Reflects on a new scheme at British Airways which aims to improve process management in a number of customer contact areas ‐ in this case, the “arrivals” process at Heathrow Airport. Describes the process of benchmarking the nearest competitors in order to ascertain their service levels,...

Persistent link: https://www.econbiz.de/10015033292

Promoting structural change

Ross, Alan - In: The TQM Magazine 4 (1992) 6

Gives an example of how a quality system can be applied to sales and marketing activities. Contends that sales and marketing managers should regularly review procedures to ensure that they are in good working order, as well as researching performance in the area of customer satisfaction....

Persistent link: https://www.econbiz.de/10015033311

Service Level Agreements

Hiles, Andrew N. - In: The TQM Magazine 6 (1994) 2, pp. 14-16

Explains what a service level agreement (SLA) is and describes the benefits of an SLA both as a catalyst to service management and to delivering appropriate, cost‐effective service quality. Examines the application of SLAs in a wide variety of service areas and establishes their importance to...

Persistent link: https://www.econbiz.de/10015033332

Social‐dynamical aspects of quality management in NPD

Fisscher, Olaf A.M.; de Weerd‐Nederhof, Petra C. - In: The TQM Magazine 12 (2000) 6, pp. 408-421

: leadership, collective mind and narratives. Based on a multiple case study research, empirical findings will be presented …

Persistent link: https://www.econbiz.de/10015032905

Redefining the focus of investment analysts

Emiliani, M.L. - In: The TQM Magazine 13 (2001) 1, pp. 34-51

senior management in order to assess the underlying business and leadership practices. …

Persistent link: https://www.econbiz.de/10015032911

Empowerment: the key to quality

Scarnati, James T.; Scarnati, Betty J. - In: The TQM Magazine 14 (2002) 2, pp. 110-119

Discusses attributes of leadership that are necessary in a quality organization. Defines empowerment as a philosophy … responsibility as a behavior that promotes and supports leadership. Provides guidance, techniques, and examples that can be used to … enhance leadership and teambuilding skills. Establishes a philosophy to increase the probability for long‐term success and …

Persistent link: https://www.econbiz.de/10015032950

Leadership ethical dimension: a requirement in TQM implementation

González, Tomás F.; Guillén, Manuel - In: The TQM Magazine 14 (2002) 3, pp. 150-164

Deals with theoretical arguments that justify why the leadership of managers and its ethical dimension is a powerful … of leadership in which the ethical sphere is explicitly considered. The principles articulating TQM are then analysed …, studying the role of leadership and its ethical dimension, in their implementation. Concludes with five propositions, stating …

Persistent link: https://www.econbiz.de/10015032957

The line‐up of leadership

Kondo, Yoshio - In: The TQM Magazine 14 (2002) 6, pp. 339-344

Discusses topics claimed to be indispensable for displaying leadership: the right job for the right person; mandatory … different activity from leadership, and that clarification of the mutual relationship between important elements of leadership …

Persistent link: https://www.econbiz.de/10015032971

TQM and the Transcendental Meditation program in a Swedish top management team

Schmidt‐Wilk, Jane - In: The TQM Magazine 15 (2003) 4, pp. 219-229

Drawing on a case study of a Swedish top management team whose members were practitioners of the Transcendental Meditation 1 (TM 1 ) technique, this article argues for developmental maturity as an important causal factor for effective TQM behaviors and success. It suggests that, first, increased...

Persistent link: https://www.econbiz.de/10015032999