For many years culture has been claimed as an important component of organizational success in general and TQM and quality improvement in particular. This study examined management culture and quality performance in a sample of New Zealand manufacturing organizations. The culture was measured...

Purpose – The purpose of this article is to develop and empirically test an extension to the three‐column format SERVQUAL instrument to evaluate passenger rail service quality. Design/methodology/approach – This article combines the literatures of service quality and rail transport quality...

Considers the approaches to quality improvement undertaken by organizations in Korea, New Zealand and the United States of America. Relates alternative quality improvement approaches to actual operating and financial performance. Productivity improvement approaches were also investigated and...

This paper considers the links between quality management systems and environmental management systems. In particular, how firms use their experience with the former to develop the latter. Case studies of seven plastic manufacturers in New Zealand found a high degree of applicability of TQM...

Purpose – The purpose of this paper is to study the progression of business excellence (BX) in 13 repeat applicants for the New Zealand Business Excellence award over the period 1993‐2007. Design/methodology/approach – A multiple case approach analyses quantitative scoring data along with...

Purpose – The purpose of this paper is to examine how quality award‐winning organisations have used lean Six Sigma to assist their efforts to improve their business excellence scores. Design/methodology/approach – This paper uses a case study approach and uses data collected by interviews...