Purpose – While manufacturing organisations were early adopters of ISO 9000, lately, many service sector organisations have also pursued adoption. The aim of this paper is to compare the experiences with the standard of the two sectors. Design/methodology/approach – The research collected...

Purpose – To develop a quality management (QM) measurement instrument that has sound psychometric properties and recognizes a key feature of the field, i.e. QM is currently characterized by three competing approaches: standards‐based; prize‐criteria; and, elemental implementation approaches....

Purpose – Public sector organisations have been relatively late in adopting ISO 9000 quality management standards in comparison with those from the private sector. While the standards have the potential to provide many benefits, they could also reinforce certain detrimental orthodoxies. How...

Manufacturers are faced with growing obstacles to quality coordination and assurance, as illustrated by the recent quality failures for toy cars and pet food. The objective of this paper is to contribute insight into these obstacles based on the theoretical domain of competitive capability...

States that, although there has been considerable progress with the implementation of total quality management in Australia and New Zealand over the past 15 years since it was pioneered in the manufacturing sector, there is still not a widespread acceptance and implementation of it. As a result,...