Purpose – The purpose of this article is to examine some of the considerations in the preparation of professionals for service quality and organizational excellence. Design/methodology/approach – Effectiveness, rather than academic principles, is the basis of methodologies for quality...

Purpose – The purpose of this paper is to contribute with knowledge concerning how to drive, generate and energize change and development in social systems. A potential key to meet this challenge is the strength-based change management approach called appreciative inquiry (AI). A central...

Purpose – This paper aims at summing up the main criticisms concerning quality management (QM) in order to address them through objective arguments or extant research. Since its diffusion in the Occident in the 70s, QM gained as much approvals as criticisms. Therefore, with 40 years distance,...

Purpose The paper concerns the three main accreditation standards for business schools: EQUIS, AACSB and AMBA. The purpose of this paper is to analyse these standards for accreditation from a quality management standpoint. Design/methodology/approach The study is a conceptual review and analysis...

Purpose – In today's environment, higher education (HE) institutions need to become more efficient and participate in a competitive global market where client expectations are continually rising. In this new reality, quality is critical for success. While the economic benefits of quality have...

Purpose – The purpose of this paper is to investigate the significant features that characterize these projects: organizational aspects, phases and activities, tools, techniques, practices and key factors for successful implementation. No studies in the academic literature have yet focused on...

Purpose – This paper aims to analyse the case of a non-governmental organization (NGO) and the possibilities of implementing corporate social responsibility (CSR) strategy and principles in an organizational quality management system (QMS) to reduce the rate of staff turnover and improve the...

Purpose Today’s public administration is facing a wide range of challenges. This situation requires an ability to change and innovate. However, difficulties in the implementation of innovations have been seen as the cause of many administrations’ inability to achieve the intended benefits of...

Purpose The purpose of this study is to challenge bridging the gap between the problems of the existing quality profession and the existing and emerging challenges of quality with regard to people, organizations and societies, hence broadening the traditional coverage of quality from the...

Purpose Upcoming as well as mature industries are facing pressure as regards successfully managing operational excellence, and, at the same time, driving and managing innovation. Quality management concepts and practices’ ability to tackle this challenge have been questioned. It has even been...