Compared to the rest of the world, quality management in Russia is still in its infancy. Unless an appropriate quality culture is developed to support and sustain quality management practices, it would be ineffective to introduce quality management systems into Russia. In this article, several...

Purpose – The purpose of this paper is to explain the strategy and tactics behind Norwich Union Insurance's decision to mount a major initiative to improve the quality of the customer service offered in its customer contact centres from merely “good” to “great”....

Purpose – In the early 1990s, a number of controversial and radical initiatives were introduced by the Australian Government that had a compounded impact on higher education in general, and for the teaching of accounting studies in particular. The impacts of these initiatives have now lasted...

Quality management is dominated by rational paradigms for the measurement and management of quality, but these paradigms start to “break down”, when faced with the inherent complexity of managing quality in intensely competitive changing environments. In this article, the various theoretical...

Purpose – The purpose of this paper is to provide a conceptual model of behavior in the franchise network from the perspective of quality management. Design/methodology/approach – Based on the review of the literature, the development of a theoretical scale for measuring quality in franchise...

This study examines the relative perceptions of manufacturing and service quality executives about the use and benefits of quality management programs. In particular, survey responses from 358 of the largest U.S.manufacturing and service corporations were used to assess the impact of quality...

The purpose of this research is to further examine the relationship between organizational culture and a strategic approach to quality, as embodied in Malcolm Baldrige Quality award criteria. To accomplish this, a questionnaire was developed for a postal survey. The questionnaire was based upon...

Purpose – The purpose of this paper is to assess the records system of a Turkish public university, using the example of Hacettepe University in order to develop records management programs in Turkish universities. Design/methodology/approach – A survey method is used in this research; data...

Zero acceptance number plans (c = 0 plans) are sometimes described as the only appropriate method of acceptance sampling in an environment in which zero defects is a meaningful concept. Considers the operating characteristic curves of such plans, and evaluates their effectiveness in the presence...