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Journal of Quality Management最新文献

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A critical examination of the ability of ISO 9000 certification to lead to a competitive advantage 对ISO 9000认证能否带来竞争优势进行严格审查
Journal of Quality Management Pub Date : 1999-01-01 DOI: 10.1016/S1084-8568(99)80095-9
Sime Curkovic, Mark Pagell
{"title":"A critical examination of the ability of ISO 9000 certification to lead to a competitive advantage","authors":"Sime Curkovic,&nbsp;Mark Pagell","doi":"10.1016/S1084-8568(99)80095-9","DOIUrl":"https://doi.org/10.1016/S1084-8568(99)80095-9","url":null,"abstract":"<div><p>The ISO 9000 series of standards has formalized systems for evaluating the ability of any firm to consistently design, produce, and deliver quality products and services. Despite its widespread international acceptance, ISO 9000 is surrounded by controversy and criticism. The literature is clearly divided in its assessment of ISO 9000, which is viewed as either a variant of Total Quality Management (TQM) or a paper-driven process of limited value. The primary objective of this article is to address the competing views of the standard in an attempt to show that ISO 9000 certification can be leveraged into a competitive advantage.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"4 1","pages":"Pages 51-67"},"PeriodicalIF":0.0,"publicationDate":"1999-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80095-9","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91759541","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 128
The effect of TOM training, flexible work, and flexible technology on continuous improvement TOM培训、灵活工作、灵活技术对持续改进的影响
Journal of Quality Management Pub Date : 1998-01-01 DOI: 10.1016/S1084-8568(99)80116-3
Janet H. Marler
{"title":"The effect of TOM training, flexible work, and flexible technology on continuous improvement","authors":"Janet H. Marler","doi":"10.1016/S1084-8568(99)80116-3","DOIUrl":"10.1016/S1084-8568(99)80116-3","url":null,"abstract":"<div><p>This study explores the effects of Total Quality Management (TQM) training, work design, and information technology on employee continuous improvement. In afield study of an accounting division with 160 employees, qualitative and quantitative results indicate that continuous improvement is positively related to TQM training, flexible, work, and flexible technologies. The evidence is mixed concerning whether flexible work and technologies moderate the effect of TQM training.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"3 2","pages":"Pages 241-264"},"PeriodicalIF":0.0,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80116-3","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91276446","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 21
On the differences between information systems' users and analysts: Managing perceptions of systems quality 关于信息系统用户和分析人员之间的差异:管理对系统质量的感知
Journal of Quality Management Pub Date : 1998-01-01 DOI: 10.1016/S1084-8568(99)80104-7
S.Thomas Foster Jr., Charles R. Franz
{"title":"On the differences between information systems' users and analysts: Managing perceptions of systems quality","authors":"S.Thomas Foster Jr.,&nbsp;Charles R. Franz","doi":"10.1016/S1084-8568(99)80104-7","DOIUrl":"10.1016/S1084-8568(99)80104-7","url":null,"abstract":"<div><p>Previous research in information systems quality has concluded that higher user involvement (UI) leads to higher success, i.e., higher satisfaction or higher perceived usefulness. This research has taken a different approach by investigating the effect of differences in analyst and user perceptions of UI on perceived usefulness. We conclude that more understanding can be gained by including the analyst point of view and viewing user involvement as a problem of differences in perceptions. Congruency in this research has been defined as similarity in perceptual views between the analyst and user. The results of this research show that high user involvement remains important to explaining systems success. But the amount of perceived systems usefulness depends on the UI perceptions of the other person (user or analyst).</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"3 1","pages":"Pages 63-77"},"PeriodicalIF":0.0,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80104-7","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73978467","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 15
A violation of assumptions about TQM: A response to Jauch and Orwig 对全面质量管理假设的违背:对Jauch和Orwig的回应
Journal of Quality Management Pub Date : 1998-01-01 DOI: 10.1016/S1084-8568(99)80118-7
Ralph F. Mullin, George W. Wilson
{"title":"A violation of assumptions about TQM: A response to Jauch and Orwig","authors":"Ralph F. Mullin,&nbsp;George W. Wilson","doi":"10.1016/S1084-8568(99)80118-7","DOIUrl":"10.1016/S1084-8568(99)80118-7","url":null,"abstract":"<div><p>This article responds to the Jauch and Orwig article in the Journal of Quality Management, volume 2, issue 2. We challenge Jauch and Orwig's premise that TQM should be rejected because it doesn't fit the current system of higher education. This premise implies that the current system is so effective that it need not be improved, and fails to explore the logical alterative of changing the current system to one that fits quality, philosophy and principles. Their arguments on (1) continuous improvement, (2) customer focus, and (3) management systems are critically examined. We recommend that academy scholarship focus on examining the underlying assumptions of our current “quantity” system, and systematic analysis of this system against a “quality” system model.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"3 2","pages":"Pages 293-308"},"PeriodicalIF":0.0,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80118-7","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"87389682","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 9
Perceptions of success and failure in TQM initiatives 对TQM计划成功和失败的认识
Journal of Quality Management Pub Date : 1998-01-01 DOI: 10.1016/S1084-8568(99)80111-4
Kevin J. Dooley, Richard F. Flor
{"title":"Perceptions of success and failure in TQM initiatives","authors":"Kevin J. Dooley,&nbsp;Richard F. Flor","doi":"10.1016/S1084-8568(99)80111-4","DOIUrl":"10.1016/S1084-8568(99)80111-4","url":null,"abstract":"<div><p>Total quality management (TQM) initiatives are perceived to have had varying degrees of success over the past several years. We propose a model that helps explain why TQM initiatives are perceived to have succeeded or failed. The model revolves around the gap between perceived and expected results—the more perceived results match or exceed expected results, the more positive perceptions become. Perceived results are related to the effectiveness of TQM implementation, modified by observer bias due to limited rationality. Expected results are related to how TQM is “framed,” and to the perceived success that other, firms have had in implementing TQM. We, further posit that in the early 1990s, as TQM was beginning to gain widespread attention, many individuals began to develop negative perceptions regarding TQM. Individuals reacted to these negative perceptions by improving their implementation of TQM, reframing the meaning of TQM, and readjusting their evaluation of the success of other firms engaging in TQM. The case of Florida Power &amp; Light is used to illustrate this reframing.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"3 2","pages":"Pages 157-174"},"PeriodicalIF":0.0,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80111-4","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90265222","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 33
Quality comes to criminal justice: Reengineering core processes in the courthouse 刑事司法的质量:法院核心流程再造
Journal of Quality Management Pub Date : 1998-01-01 DOI: 10.1016/S1084-8568(99)80115-1
Stefan D. Bloomfield
{"title":"Quality comes to criminal justice: Reengineering core processes in the courthouse","authors":"Stefan D. Bloomfield","doi":"10.1016/S1084-8568(99)80115-1","DOIUrl":"10.1016/S1084-8568(99)80115-1","url":null,"abstract":"<div><p>Although the principles and techniques of quality management are increasingly being applied within public sector organizations, most implementations involve processes that are routine and highly structured. This article reports on a public-sector reengineering project that successfully addressed a less structured core process: the efficient use of courthouse facilities and staff in a county's district and circuit courts. The principal focus of the article is the team-based procedure through which standard quality management concepts and techniques were reconceived to permit their successful application in this nontraditional context. The article also describes the results obtained through implementation of the reengineered processes.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"3 2","pages":"Pages 225-240"},"PeriodicalIF":0.0,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80115-1","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80540219","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
Using quality management for cultural transformation of Chinese state enterprises: A case study 运用质量管理进行中国国有企业文化转型:个案研究
Journal of Quality Management Pub Date : 1998-01-01 DOI: 10.1016/S1084-8568(99)80113-8
Richard A. Jenner, Len Hebert, Allen Appell, Jane Baack
{"title":"Using quality management for cultural transformation of Chinese state enterprises: A case study","authors":"Richard A. Jenner,&nbsp;Len Hebert,&nbsp;Allen Appell,&nbsp;Jane Baack","doi":"10.1016/S1084-8568(99)80113-8","DOIUrl":"10.1016/S1084-8568(99)80113-8","url":null,"abstract":"<div><p>Many studies have argued that the culture of Chinese state enterprises must first be transformed before they can implement TQM and related management techniques. This paper examines the experience of ten U.S.-China joint ventures in China. Although most of the JVs have experienced less than satisfactory performance, one of the JVs in the study, managed by Ingersoll-Rand, was able to substantially transform the culture of its Chinese partner through dedicated implementation of a TQM program.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"3 2","pages":"Pages 193-210"},"PeriodicalIF":0.0,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80113-8","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74548212","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 44
From the editor 来自编辑
Journal of Quality Management Pub Date : 1998-01-01 DOI: 10.1016/S1084-8568(99)80100-X
{"title":"From the editor","authors":"","doi":"10.1016/S1084-8568(99)80100-X","DOIUrl":"https://doi.org/10.1016/S1084-8568(99)80100-X","url":null,"abstract":"","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"3 1","pages":"Pages 1-2"},"PeriodicalIF":0.0,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80100-X","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136754593","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Validation of an instrument to measure service-orientation 对测量面向服务的工具进行验证
Journal of Quality Management Pub Date : 1998-01-01 DOI: 10.1016/S1084-8568(99)80114-X
Shawn M. Carraher, Jorge L. Mendoza, M.Ronald Buckley, Lyle F. Schoenfeldt, Charles E. Carraher
{"title":"Validation of an instrument to measure service-orientation","authors":"Shawn M. Carraher,&nbsp;Jorge L. Mendoza,&nbsp;M.Ronald Buckley,&nbsp;Lyle F. Schoenfeldt,&nbsp;Charles E. Carraher","doi":"10.1016/S1084-8568(99)80114-X","DOIUrl":"10.1016/S1084-8568(99)80114-X","url":null,"abstract":"<div><p>Hogan, Hogan, and Busch (1984: 167) define service-orientation as “the disposition to be helpful, thoughtful, considerate, and cooperative.” To measure this construct they developed the Service Orientation Index (SOI), an 87-item true false questionnaire. The purpose of the present study was to test whether or not a biodata inventory could also be used to measure the service-orientation construct. Subjects were given the inventory in order to predict their service-oriented performance in a simulated customer interaction. The service-orientation ratings were consistently highly correlated with three topical scales: “the need to make a good impression,” “sociability,” and “helpfulness.” The correlations of these scales with service-orientation were as high or higher than those generally obtained with the SOI; and thus, it was concluded that service-orientation may effectively be measured by biodata.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"3 2","pages":"Pages 211-224"},"PeriodicalIF":0.0,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80114-X","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85349908","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 32
Customer service-oriented behavior: Person and situational antecedents 顾客服务行为:人和情境前因
Journal of Quality Management Pub Date : 1998-01-01 DOI: 10.1016/S1084-8568(99)80106-0
Marie Williams, Juan I. Sanchez
{"title":"Customer service-oriented behavior: Person and situational antecedents","authors":"Marie Williams,&nbsp;Juan I. Sanchez","doi":"10.1016/S1084-8568(99)80106-0","DOIUrl":"10.1016/S1084-8568(99)80106-0","url":null,"abstract":"<div><p>The personality antecedents of two types of customer service behavior (i.e., role-prescribed and extra-role) were studied in conjunction with the effects of experimentally manipulating participants' accountability. The results (n = 286) of a videotape-based questionnaire suggested differences between the personality antecedents of these two types of service behavior, suggesting that personality-based selection procedures should be consistent with the extent to which the organization's customer service philosophy promotes imaginative vs. scripted reactions to customer queries.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"3 1","pages":"Pages 101-116"},"PeriodicalIF":0.0,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80106-0","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80197015","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 24
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