Purpose – The aim of this paper is to investigate follow‐up as a salient factor in achieving results from organizational self‐assessment. Design/methodology/approach – Data were collected from 14 organizations involved in self‐assessment. Qualitative methods were used to analyze the...

Purpose – This paper aims to explore the relationship between quality management practices and their impact on performance. Design/methodology/approach – First, critical quality management practices are identified and classified in three main categories: management, infrastructure, and core...

Purpose – This paper seeks to describe the development of a web‐based system for managing and assessing suppliers, presenting the system design and interface of the prototype and discussing the applicability of the system. Design/methodology/approach – In this paper critical assessment...

Purpose – The main purpose of this study is to examine the impact of the country in which a manufacturing plant is located on its ability to achieve one or more of the ISO certifications, and the extent to which six other quality management practices have been implemented. It also examines the...

Purpose – The purpose of this paper is to develop a consistent and crystallized exposition of Six‐Sigma's methodology for improvement projects, which could serve as a basis for subsequent scientific research of the method. Design/methodology/approach – The paper shows that reformulation of...

Purpose – The purpose of this paper is to provide an analysis of the ISO 10002: 2004 standard from the perspective of its context within the ISO 10001/2/3 triad of customer satisfaction complaint system and ISO 9001 quality management system standards, its complaints handling content, and the...

Purpose – The purpose of this paper is to put forward the view that systems theory, cybernetics, information theory, and dissipative structure theory should be the fundamental principles underlying quality management. These “new sciences” relate to quality management not just in terms of...

Purpose – The purpose of this article is to furnish empirical evidence on the degree of performance of the 23 major requirements of the ISO 9001:2000 standard implemented at Korean shipbuilding machinery manufacturing companies. Design/methodology/approach – Deep interviews and surveys were...

Purpose – The purpose of this paper is to examine and discuss the effects of quality management in the health care sector and the general effects of quality management on the health of the employees. Design/methodology/approach – The empirical basis consists of three case studies in one...

Purpose – The manufacturing community has embraced the concept of total quality management (TQM) but little research has been published on how each aspect of quality is measured. This paper provides a deeper understanding of current quality measures and recommendations for appropriate TQM...