Quality audit, as a methodology for evaluating system, product and/or process performance against established requirements, has experienced substantial growth in worldwide use in recent years. This is largely due to the steady increase in ISO 9000 registrations, which topped 350,000 in the year...

The aim of this study was to determine whether customer satisfaction can be used as a reliable measure of the performance of the management of a research and development (R&D) department. A study of a research and development department of an Australian manufacturing company was undertaken in...

Quality is consistently listed as one of manufacturing’s top competitive priorities and has become a prerequisite for success in the global marketplace. Quality helps a firm gain a competitive advantage by delivering goods to the marketplace that meet customer needs, operate in their intended...

Purpose – The purpose of this paper is to examine the extent of total quality management (TQM) practices implemented in Palestinian hospitals and their relationship to organizational performance using the Malcolm Baldrige National Quality Award criteria. Design/methodology/approach – A...

Purpose The purpose of this paper is to present the application of logical framework analysis (LFA) for implementing continuous quality improvement (CQI) across multiple settings in a tertiary care hospital. Design/methodology/approach This study adopts a multiple case study approach. LFA is...

Intellectual capital is the cornerstone of corporate success in the new economy. This article will discuss the meaning, measurement, and management of intellectual capital. It discusses the forces driving the concern about intellectual capital and how one company, Intel Corporation, has been...

Purpose The purpose of this paper is to identify and synthesize approaches to studying Lean transformation to further develop a comprehensive approach that integrates organizational culture analysis and performance measurement systems from a systems perspective. Design/methodology/approach This...

Zusammenfassung Gütesiegel sind ein Versuch, angebotene Wellnessleistungen transparenter und vergleichbarer zu machen und dem Kunden die Kaufentscheidung zu erleichtern. Der vorliegende Artikel stellt dar, welchen Nutzen Gütesiegel für touristische Anbieter von Wellnessleistungen haben....

Zusammenfassung Die Erlebnisorientierung der Kunden stellt auch die Tourismusbranche vor neue Herausforderungen. Der Beitrag beschäftigt sich mit der Bedeutung von Erlebnisqualität für eine Urlaubsreise und beantwortet die Forschungsfragen, wodurch sich Erlebnisqualität messen lässt und...

Purpose – The paper's aim is to focus on the productivity potential assessment (PPA) method which has been developed to measure and assess the productivity potentials at shop‐floor level in Swedish manufacturing industry. Design/methodology/approach – A study was carried out in one day by...