Purpose – To examine the role of perceived team climate in facilitating leadership and sociotechnical optimization to affect quality related outcomes in a municipal government. Design/methodology/approach – A survey was administered to employees working in a municipal government, measuring...

Reports the results of a case study which undertook to examine the relationship between conformance and quality‐related costs. The controversial Lundvall‐Juran economic quality level (EQL) model has been criticized by various authors due to its acceptance of imperfect quality. While...

The impact of business operations on the natural environment has been a public concern for decades and a research concern for years. To date, the focus of environmental impact research has been almost exclusively on manufacturing industries. Environmental research specific to service industries...

This paper describes the results of a research project where respondents from a variety of disciplines were questioned about how they perceive quality improvement. Structured interviews were held with top managers from the fields of engineering, operations, strategic planning, marketing,...