{"title":"TQM Training for Small and Medium Industries in Malaysia","authors":"A. Hamzah, S. Ho","doi":"10.1108/09684879410064365","DOIUrl":"https://doi.org/10.1108/09684879410064365","url":null,"abstract":"Suggests that, in today’s economy, competition is greater than ever. For small and medium industries (SMIs) to continue to survive and grow, the quality of their goods and services is of paramount importance. In the 1990s, two main subjects on quality capture the attention of most businesses in the world – namely the ISO 9000 Quality Management Standard and total quality management (TQM). Aims to find out what is so special about ISO 9000 and TQM and why it is necessary for SMIs to acquire them. In 1992, the Japan International Co‐operation Agency sent a team to study the Quality Improvement Programme in Malaysia, a report of which was published in January 1993 with recommendations for SMIs. Details the findings and attempts to survey the current thinking and development of TQM. Establishes the rationale for achieving TQM through a Quality Improvement Practice (QIP) at the Standards and Industrial Research Institute of Malaysia (SIRIM). Finally, suggests a model (SIRIMEX) for providing training and helpin...","PeriodicalId":155790,"journal":{"name":"Training for Quality","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1994-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128268592","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}
{"title":"Assessing Total Quality Training in Wales","authors":"Anoop Patel","doi":"10.1108/09684879410064347","DOIUrl":"https://doi.org/10.1108/09684879410064347","url":null,"abstract":"Presents survey results of training for quality in manufacturing companies in Wales. Six geographical areas – Cardiff, Newport, Swansea, Llandudno, Shrewsbury and Llandrindod Wells, in Wales, were selected for investigation. A high response rate indicates a “renaissance” in quality in manufacturing in Wales. Quality is recognized by many organizations in Wales and results show that companies are beginning to address training in quality requirements. The Wales Quality Centre is used by a large percentage of the companies surveyed.","PeriodicalId":155790,"journal":{"name":"Training for Quality","volume":"53 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1994-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123090850","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}
{"title":"The TQM Albatross","authors":"C. Hoare","doi":"10.1108/09684879410064329","DOIUrl":"https://doi.org/10.1108/09684879410064329","url":null,"abstract":"Warns that in TQM, there is a danger of losing sight of the original motives that prompted the endeavour in the first place. The TQM initiative can become the end, rather than the means to the end, and the participants’ lives made miserable. Explores some human aspects behind TQM failures. Aims at two categories, the person who is about to start a TQM initiative and the one who has witnessed a failed initiative. Questions the motives for starting a TQM programme.","PeriodicalId":155790,"journal":{"name":"Training for Quality","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1994-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114191937","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}
{"title":"Achieving a Competitive Advantage through Quality Training","authors":"J. Motwani, M. Frahm, Y. Kathawala","doi":"10.1108/09684879410056229","DOIUrl":"https://doi.org/10.1108/09684879410056229","url":null,"abstract":"Quality is another name for customer satisfaction and the USA cannot afford to ignore its importance. Education and training are essential to the productivity and competitive advantage of the entire country. Emphasizes the importance of quality training and suggests the keys to implementing a quality training programme. Covers why quality training is necessary and the skills that employees need to succeed in their problem‐solving and process improvement activities. Discusses the key requirements of a quality training programme along with Cocheu’s models of improvement strategy and training phases. Finally includes a brief case study of Prince Corporation and some highlights of their quality programme. It all boils down to the simple truth that we cannot have a world‐class economy without a world‐class workforce.","PeriodicalId":155790,"journal":{"name":"Training for Quality","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1994-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134209715","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}
{"title":"Total Quality Management – The Solution to More Training in Britain?","authors":"Anoop Patel, G. Randell","doi":"10.1108/09684879410056193","DOIUrl":"https://doi.org/10.1108/09684879410056193","url":null,"abstract":"Total quality management has become an important issue in many public and private sector organizations. This may provide hope that training may be taken seriously in Britain, Many organizations’ competitiveness is seriously damaged by the lack of training, even though many experts advocate comprehensive training to be the foundation on which essential improvement programmes should be built. A survey of small/medium‐sized manufacturing firms in the North of England showed that attitude to training has been short‐sighted and only a small percentage of firms have adopted a total quality management strategy within their organizations. Fully explores the survey results.","PeriodicalId":155790,"journal":{"name":"Training for Quality","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1994-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116948914","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}
{"title":"Human Resources and Total Quality Management Some Case Study Evidence","authors":"P. Beaumont, L. Hunter, R. Phayre","doi":"10.1108/09684879410056166","DOIUrl":"https://doi.org/10.1108/09684879410056166","url":null,"abstract":"The growing interest in total quality management programmes is well‐known, although there is some concern that such programmes have, in practice, paid only limited attention to human resource management issues. Uses the findings of a primary case study and two secondary case studies to examine this particular proposition. The basic findings indicate that both the introduction and the operation of total quality management programmes require a consistent management approach, with particular effort being given to making complementary changes in related human resource management practices.","PeriodicalId":155790,"journal":{"name":"Training for Quality","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1994-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122950993","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}
{"title":"Quality Instruments for Defining Authority","authors":"K. Ahaus, H. V. D. Water","doi":"10.1108/09684879410056184","DOIUrl":"https://doi.org/10.1108/09684879410056184","url":null,"abstract":"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 concepts of structure, hierarchy, responsibility and authority. Describes managerial method to define authority: the TRA‐session (TRA = task, responsibility and authority). The TRA‐session is a method where, at a team meeting, the authority divisions for over 200 responsibility areas are discussed. For each responsibility area it is indicated who is/are authorized to take decisions and who is/are authorized to give advice. In the TRA‐session management is encouraged to delegate authority. Gives an illustration to show what the authority division concerning product development could look like.","PeriodicalId":155790,"journal":{"name":"Training for Quality","volume":"53 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1994-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133011408","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}
{"title":"Taking Quality to Japan","authors":"P. Broadbent","doi":"10.1108/09684879410056157","DOIUrl":"https://doi.org/10.1108/09684879410056157","url":null,"abstract":"Japan has become a signatory to the whole concept of worldwide standards at ISO 9000 level but it appears that the complexities of the standard and its application have not always translated well into Japanese. Describes how a UK‐based international TQM consultancy has worked in Japan, surmounting the language barrier and accommodating to Japanese styles of negotiation and management, to present a series of intensive courses to representatives of electrical appliance manufacturers and the national certification body‐the Japanese Electrical Test Laboratory. Concludes that, having committed themselves to ISO 9000 certification, the Japanese are certain to achieve it.","PeriodicalId":155790,"journal":{"name":"Training for Quality","volume":"44 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1994-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123842881","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}
{"title":"SERVICE QUALITY: DEFINITIONS, DETERMINANTS AND MEASUREMENT","authors":"B. Lewis","doi":"10.1108/09684879310045277","DOIUrl":"https://doi.org/10.1108/09684879310045277","url":null,"abstract":"Concerned with customer service/quality in service sector organizations, reviews some of the core literature in which service quality is defined and its determinants are identified. Follows with some examples of research completed in the Manchester School of Management which focus on the measurement of service quality in the health care sector; namely, hospital in‐patients, general practice patients, and users of family planning services.","PeriodicalId":155790,"journal":{"name":"Training for Quality","volume":"33 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1993-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116309438","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}
{"title":"SEVEN ESSENTIALS FOR MANAGING SUPERIOR CUSTOMER SERVICE","authors":"S. Macaulay, Sarah Cook","doi":"10.1108/09684879310045268","DOIUrl":"https://doi.org/10.1108/09684879310045268","url":null,"abstract":"Examines the focus on customer service while at the same time maximizing the use of resources. Suggests that through effective management of resources a balance between the cost and quality of human resources can be achieved. Maintains that customer service is the key to success for an organization, and offers seven suggestions for managing a “superior” service. Concludes that successful customer‐focused organizations: do what they say; make what matters to the customer their priority; find ways to improve; make positive personal contact with the customer; and have well‐trained and motivated staff who work well together.","PeriodicalId":155790,"journal":{"name":"Training for Quality","volume":"83 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1993-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122939327","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}
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