Discusses the organization of quality management from the perspective of control. First defines an abstract control system in terms of hierarchy. Then uses this model to describe the organization of quality management in more detail. Indicates how this abstract control system can be realized in...

Purpose – The aim of this paper is to investigate how the distinction between contact and non‐contact activities influences the design of service delivery systems and to identify key design decisions for structuring front office and back office work. Design/methodology/approach – Building...

Purpose – The purpose of this paper is to develop and validate a model that demonstrates the influence of enterprise resource planning (ERP) implementation on the power and interests of actors at the production‐sales interface, and vice versa. Design/methodology/approach – An empirical...

Purpose – This paper seeks to concentrate on the question whether any parallels can be found between the industrial sector and health care services with respect to the developments that have taken place in the area of Supply Chain Management. Starting from an analysis of existing literature,...

Suggests that the most efficient way of problem solving is in groups; demonstrates CEDAC (which stands for cause and effect diagram with the addition of cards), a visual tool for problem‐solving which creates a virtual workplace. Explains how the tool is used in group working, led by a...

Examines the fact that Philips adopted a quality campaign in 1983 with mixed results, culminating in a $2.2 billion loss in 1990, and the reasons for the failure. Illustrates, for example, that the quality initiative became part of existing rivalries and was considered separate from “normal”...