Purpose – This paper continues the analysis of the data collected in a survey of quality function deployment (QFD) carried out in Brazil, and deepens the study by carrying out interviews at some of the companies which participated in the survey to identify best practices on QFD application....

This paper describes the extent to which Australian university alumni offices currently apply benchmarking principles. Not surprisingly, there is considerable diversity in the way that the offices measure, evaluate, and progress their operations. Benchmarking has been adopted by only half of the...

Reports the results of a survey of quality management practices (QMP) in Australian service companies. Although service industries are much more important contributors to GNP and employment than manufacturing industries, most quality management literature is oriented toward manufacturing. We...

Wollongong City Council in New South Wales, Australia, won the Australian Quality Award in 1997 and the Australian Customer Service Award in 1998, the first local council to receive such awards. This article presents a case history of the cultural reform journey of the council since 1990, in...

Purpose – The purpose of this paper is to investigate the extent of total quality management (TQM) implementation in Libyan manufacturing companies (LMCs), and evaluates the impact of ISO 9000, and company size on its implementation. Design/methodology/approach – A framework, comprised of...

Purpose – The purpose of this paper is to investigate the relationship between quality management practice and labor productivity in labor-intensive manufacturing companies in a developing nation and benchmark with the world average. Design/methodology/approach – Primary and secondary data...

Purpose – The paper reports case studies conducted in services organizations that apply Six Sigma in an emerging economy. Aspects of human resources and full-time specialist, infra-structure, top management leadership, customer requirements, focus on financial and non-financial results,...

Purpose – The purpose of this paper is to gain a better understanding of internal benchmarking through the evaluation of quality management in two quality departments (Quality Assurance (QA) and Quality Control (QC)) in a pharmaceutical company by utilizing total quality index (TQI)....

Purpose The purpose of this paper is to establish the need and the importance of adopting a structured model to support the decisions by using a multicriteria focus to guide drawing up a methodological framework. In addition, this study considers the maturity level of the organization, and the...

Purpose The implementation of quality in health services should go beyond legal, regulatory and purely technical obligations in relation to carrying out health insurance practices. The purpose of this paper is to present a management model that intends to equip private health care companies in...