The purpose of this case study was to analyze and compare the total quality management (TQM) practices of three luxury hotels. Leadership, guest and market focus, and information and analysis emerged as the three most significant TQM factors successfully implemented in these three hotels. 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...

Total quality management (TQM) is considered by many as an important quality and business performance improvement tool. The popularity of the concept has led to an explosion of TQM related literature. A careful review of the literature suggests that most publications recount the experiences or...

There are many views about the meaning and importance of performance measurement of employees and of organizations. This thesis is concerned with many of these views but is most concerned with performance contracts and quality management and the relationship between them. The whole concept of...

Managers today are faced with a bewildering choice of Management Standards that are being promoted to improve personal and organisational performance by a wide range of Standards-setting bodies. Standards-based management is a well-researched field, but all the research concentrates on...

The business performance management (BPM) framework helps an organization continuously adjust and successfully execute its strategies. BPM helps increase flexibility by providing managers with an early alert about changes and, as a result, allows faster response to such changes. The Malcolm...

ISO 9000 and TQM have had considerable success in terms of acceptance in organizationsworldwide. In this study, Structural Equation Modeling (SEM) is applied to assist in explaining and predicting the relationships between and among ISO 9000 certification, TQM practices,organizational...

Purpose – To empirically investigate the relationships among critical TQM factors and business results.Design/methodology/approach – Twenty-three hypotheses regarding the relationships among TQM factors and business results have been developed through literature review and tested using...

In this paper, we examine the impact of just-in-time (JIT) implementation and International Standards Organization (ISO) 9000 certification (as specified by the original standards of the early 1990s) on quality management efforts of manufacturingfirms. Responding firms in the study were grouped...

The results are reported of personal observations of on‐site visits to 10 firms in transportationand electric‐electronic industries. Important differences are detailed that were observedbetween traditional US firms, nontraditional US firms, and Japanese companies operating in theUS, with...