Purpose – The purpose of this paper is to suggest a quality cost measurement model which is managed in coordination and conjunction with the accounting reports, thereby creating a comprehensive management control tool for organizations. Design/methodology/approach – The contents of this...

Purpose: The purpose of this paper is to find determinants of the effectiveness of the business improvement processes that create value for services offered to patients in healthcare industries. The words patients and customers are used interchangeably throughout without any distinction. The...

Purpose – Top management commitment is considered a significant factor in improvement programmes, and many papers have been written about the role of top management commitment in implementing a quality management system. However, not considering other management levels’ commitment, such as...

Purpose – The purpose of this paper is to document the results of an implementation of the quality function deployment (QFD) tool in a process of a municipal administration involving: request for component support: family farming, urban and backyard agriculture that are part of the Rural...

Purpose – The purpose of this paper is to employ quality function deployment (QFD) method for translating internal customer needs and expectations into appropriate service specifications to perform existing process assessments in relation to quality characteristics for increasing internal...

Purpose – To achieve long-term customer retention a comprehensive and individual performance is increasingly important for companies from the manufacturing industry. A possibility to meet this challenge is given by Industrial Product-Service Systems (IPS2). The purpose of this paper is to...

Purpose – The purpose of this paper is to explore the scope of application of systems thinking and cybernetics for change management by presenting the case of a private university of Pakistan. Six Sigma has been tested as a possible solution to the problems faced by the institution....

Purpose – The trend toward the indiscriminate use of natural resources and social decay has widened the gap between social classes, rich and poor, leaving the poorest unprotected. This situation, with the current financial crisis has also led to the creation of social organizations by the...

Purpose – In May 2010, a new collaborative initiative was launched between the Portsmouth Business School and Hewlett Packard, wherein trained Black Belts (BB) were enabled to pursue an MSc in strategic quality management. Five years on from its commencement, the purpose of this paper is to...