Many organizations have introduced service charters to improve service quality and user satisfaction. However, this goal is not always achieved, with the literature showing both implementation successes and failures. In this article, we analyse the organizational enablers for the implementation...

Purpose The purpose of this paper is to investigate the roles that employee-initiated Lean improvement projects play in health care. Lean ideas are introduced to improve flow in health care. Although variability is detrimental to flow performance, it is unclear whether Lean initiatives set out...

Purpose – The purpose of this paper is to provide a demonstration of the application of techniques for robust optimization for improvement of the injection moulding processes in an injection moulding small and medium sized enterprise (SME). Design/methodology/approach – A critical to quality...

Purpose – The purpose of this study is to test the relationship between team composition and team performance by applying the construct of Ten Haaf, Bikker and Adriaanse. Design/methodology/approach – Data were collected from a sample of 39 teams out of a population of 234 undergraduate MBA...

Defining authority is a topic of current interest in quality management. The problem of insuffient definitions of authority appears in different forms: overlap in authority, a hiatus in the division of authority, insufficient balance between responsibility and authority, etc. Defines the...