Purpose – The purpose of the paper is to investigate the influence of soft factors on quality improvement and performance and also to examine the link between quality improvement and organizational performance. Design/methodology/approach – The paper uses data from perceptions from managers...

Purpose – Quality management (QM) and environmental management (EM) systems have several similarities. These parallels may facilitate the development of an integrated system (QEM system). A QEM system is a full, single system where quality and environmental issues are taken into account at the...

Many firms have started to realise the benefits of total quality management. In this respect, quality management improves internal and external quality management performance. This philosophy enhances customer satisfaction, employee satisfaction and increases business results. Therefore, the...

Purpose – According to the literature, quality management consists of a set of components: critical factors, tools, techniques and practices. The purpose of this paper is: to identify the components of total quality management (TQM), in order to make them known to managers and thus facilitate...

Purpose – The purpose of this paper is to study the European Foundation for Quality Management (EFQM) model self‐assessment using a questionnaire approach in eight university administrative services. Design/methodology/approach – Case study methodology on eight services provided by a...