This study reports a recent survey of the current state of quality management implementation and practices in China with reference to the Malcolm Baldrige National Quality Award (MBNQA) criteria. Comparisons are made between firms in three different stages of the development of a quality system:...

Total quality management (TQM) is not a unique single program, but rather a combination of many linked concepts. While TQM requires a company‐wide approach and support, the application of TQM can vary depending on the level of management and company function involved. This paper offers a...

The process of identifying and ranking the competitive factors is critical to management for formulating manufacturing strategy because it prioritizes criteria by which manufacturing performance will eventually be evaluated. An empirical study of 382 US computer and electronics firms shows that...

In this empirical study of 382 US computer and electronics companies, the relationship between manufacturing flexibility and its five infrastructural scales was examined. These infrastructural scales include workforce autonomy, communication, inter‐departmental relationships, supplier...

As the call center services are becoming an integrated part of most organizations, the efficiency of their operations is vital to the competitiveness of the organizations. This paper describes a restructuring effort of a Hong Kong‐based company, which provides technical support services in...