The TQM Journal最新文献

{"title":"Assessing Industry 4.0 implementation maturity in manufacturing MSMEs – a graph theory and matrix-based approach","authors":"Pulok Ranjan Mohanta, Biswajit Mahanty","doi":"10.1108/tqm-03-2024-0128","DOIUrl":"https://doi.org/10.1108/tqm-03-2024-0128","url":null,"abstract":"PurposeIn this paper, a graph theory-based maturity model to comprehensively assess the Industry 4.0 maturity level by means of a multidimensional Industry 4.0 maturity score (MIMS) is proposed.Design/methodology/approachThe proposed maturity assessment model is based on (1) the identification of the maturity dimensions and assessment parameters from existing literature and expert opinion and (2) the development of the assessment model based on graph theory and matrix-based approach. The illustrative application of the developed model in two case enterprises is also included.FindingsThe model is configured to include six dimensions having 30 constituent attributes. Unlike the case with many of the previously published models, the proposed model does not evaluate the progress in specific Industry 4.0 enabling technologies, rather the assessment parameters are associated with the functional areas.Practical implicationsWhile the configuration of the proposed model enables a comprehensive maturity assessment, it facilitates the identification of contextual dimensional attributes and assists the enterprises in developing the roadmap for Industry 4.0 implementation aligning to the diverse organizational strategies.Originality/valueDistinctively, the proposed model apprehends the interdependency between the maturity assessment dimensions and their constituent attributes. Also, the maturity model incorporates the assessment of the maturity in the dimension of inbound and outbound integration. While these two dimensions are crucial in the Industry 4.0 ecosystem, to the best of our knowledge, these are not considered by any of the assessment models published so far.","PeriodicalId":508533,"journal":{"name":"The TQM Journal","volume":"1 5","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-08-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141921942","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 Lean Six Sigma and quality performance improvement in Italian public healthcare organizations: a validated scale","authors":"A. Rosa, Nicola Capolupo, Emilia Romeo, Olivia McDermott, Jiju Antony, M. Sony, S. Bhat","doi":"10.1108/tqm-10-2023-0350","DOIUrl":"https://doi.org/10.1108/tqm-10-2023-0350","url":null,"abstract":"PurposeThis study aims to fully assess the readiness for Lean Six Sigma (LSS) and Quality Performance Improvement (QPI) in an Italian Public Healthcare ecosystem.Design/methodology/approachDrawing from previously established survey development and adaptation protocols, a replication study was carried out; Lean, Six Sigma and QPI were extracted and validated through confirmatory factor analysis in an Italian Public Healthcare setting, with a sample of health professionals from the Campania region.FindingsThis study reports the adaptation of an existing scale for measuring LSS and QPI in an Italian public healthcare organisation. This analysis extracts six conceptual domains and constitutes an original adaptation of an existing scale to assess the readiness to adopt Lean, Six Sigma and Quality Performance in Italian Public Health Organizations. The constructs show strong levels of internal consistency, as demonstrated by each item factor loading and each subscale reliability.Practical implicationsManagers, policymakers and academics can employ the proposed tool to assess the public healthcare ecosystem’s capability to implement LSS initiatives and strategies to improve quality performance.Originality/valueThis is one of the first studies to assess cross-regional organisational readiness for LSS and QPI in an Italian Public Healthcare environment at this scope and level.","PeriodicalId":508533,"journal":{"name":"The TQM Journal","volume":"56 19","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141929219","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":"Application of an approach integrating the Kano model and the fuzzy systems theory: a strategic analysis of consumer satisfaction scores","authors":"Andre Albuquerque, C. Becerra, Fagner José Coutinho de Melo, Denise Dumke de Medeiros","doi":"10.1108/tqm-01-2024-0027","DOIUrl":"https://doi.org/10.1108/tqm-01-2024-0027","url":null,"abstract":"PurposeThe aim of this research is to propose a quantitative approach to evaluating the quality of services provided, helping organizations to make strategic decisions by better understanding the characteristics that satisfy consumers.Design/methodology/approachThe approach was based on the integration of the Kano model with SERVQUAL, adapted by the satisfaction equations of Albuquerque et al. (2022) and fuzzy systems theory. Through this, it was possible to infer which attributes influence customer satisfaction, identifying the ranges of satisfaction and, with the help of fuzzy, reducing the imprecision of customer perceptions.FindingsA total of 42% of the attributes were classified as unidimensional, with attribute 11 (Reliability) and attribute 9 (Courtesy) having the highest satisfaction values. Attractive attributes accounted for 38% of the sample, with attribute 29 (Variety of products) and attribute 7 (Location) having the greatest impact on satisfaction. On the other hand, attribute 30 (Order Delay) and attribute 31 (Waiting for payment) caused more dissatisfaction among consumers (ranges −0.6, −0.71, respectively). In addition, Variety of products was the most satisfactory, while Order Delay generated the most dissatisfaction among users.Originality/valueThe originality of this research lies in its contribution to organizations in relation to the services offered by investigating a gap in the studies that use the Kano model, integrated with SERVQUAL, which do not include reverse attributes in their equations and analyses. With the help of fuzzy sets, the subjectivity of the individual can be translated into data for greater clarity of information.","PeriodicalId":508533,"journal":{"name":"The TQM Journal","volume":"57 4","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141808341","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 impact of TQM on financial and non-financial performance: the mediating role of corporate social responsibility","authors":"Dorsaf Chaher, L. Lakhal","doi":"10.1108/tqm-08-2023-0244","DOIUrl":"https://doi.org/10.1108/tqm-08-2023-0244","url":null,"abstract":"PurposeThis article aims to examine the direct and indirect effect among total quality management (TQM), corporate social responsibility (CSR) and financial and non-financial performance.Design/methodology/approachThe empirical data were collected from a survey of 120 Tunisian certified firms using questionnaires. Structural equation path modeling PLS-SEM) was performed to test the research hypotheses.FindingsThe results indicate that TQM has no direct effect on financial performance (FP), while they positively impact non-financial performance (NFP) and CSR. The study also shows that CSR positively and significantly influences FP and NFP. In addition, it reveals the positive impact of FP on NFP. Furthermore, the results reveal an indirect effect of TQM on financial and non-financial performance through CSR.Originality/valueThe empirical study bridges the gap in the literature by analyzing the direct and indirect effect between TQM, CSR and performance in a single model. It also highlights the important role of CSR between TQM and financial and non-financial performance in the context of emerging countries.","PeriodicalId":508533,"journal":{"name":"The TQM Journal","volume":"128 37","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-07-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141811323","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":"A novel framework for understanding the interplay between the mobile wallet service quality dimensions and loyalty intention","authors":"Ashwarya Kapoor, R. Sindwani, Manisha Goel","doi":"10.1108/tqm-12-2023-0422","DOIUrl":"https://doi.org/10.1108/tqm-12-2023-0422","url":null,"abstract":"PurposeIs there any symmetric or asymmetric connection between mobile wallet service quality (MWSQ) dimensions and loyalty intention? Are there any factors that intervene in the relationship between MWSQ and loyalty intention? To answer these questions, the present study explored dimensions of MWSQ and proposed a novel framework to comprehend symmetric and asymmetric relationship between MWSQ dimensions and loyalty intention.Design/methodology/approachThe study used data from 422 m-wallet users. Structural equation modeling (SEM) was used to investigate the impact of MWSQ dimensions (reliability, security, responsiveness, practicity and design) on loyalty intention. Furthermore, fuzzy sets qualitative comparative analysis (fsQCA) has also been applied to understand the complex, non-linear and synergistic effects of MWSQ dimensions on brand loyalty that SEM failed to reveal.FindingsUsing structural equation modeling (SEM) and fuzzy sets qualitative comparative analysis (fsQCA), current study revealed three major findings. First, except for practicity and design, results revealed a significant positive impact of MWSQ dimensions (reliability, security and responsiveness) on loyalty intention. Second, the study found that association between MWSQ dimensions (reliability, security and responsiveness) and loyalty intention was partially mediated by two parallel mediators namely brand image and brand satisfaction. Third, fsQCA uncovered asymmetric, synergistic and non-linear effects of MWSQ dimensions on loyalty intention that SEM failed to reveal. It revealed six sufficient conditions for determining low and high loyalty intention. Predictive validity has been also tested to determine accuracy of fsQCA results.Practical implicationsFor practitioners, the proposed model is helpful as it will facilitate them in taking an edge over competitors by emphasising on key MWSQ dimensions. It will enable them to frame effective strategies for increasing market share and customer retention.Originality/valueIt is among the pioneer studies which explored the service quality dimensions of m-wallet, and used combination of both quantitative and qualitative techniques to propose an integrated framework for m-wallet service quality.","PeriodicalId":508533,"journal":{"name":"The TQM Journal","volume":"22 24","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-07-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141814657","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":"Unveiling the potential of FMEA in higher education: pathway to improved risk management and quality","authors":"Maryam Zulfiqar, S. Bhat, M. Sony, Willem Salentijn, V. Swarnakar, Jiju Antony, E. Cudney, Sandy Furterer, Olivia McDermott, Raja Jayaraman, Monika Foster","doi":"10.1108/tqm-01-2024-0017","DOIUrl":"https://doi.org/10.1108/tqm-01-2024-0017","url":null,"abstract":"PurposeWhile educators impart FMEA instruction, its practical implementation within the educational sector remains limited. This study investigates the application of FMEA within higher education institutions. Implementing FMEA in these institutions is difficult due to statutory requirements, schedule restrictions, and stakeholder participation challenges. Moreover, higher education institutions struggle with preserving education quality, faculty training, and resource management, complicating organised methods such as FMEA.Design/methodology/approachThis research conducted a global survey to identify the critical success factors, benefits, and common challenges in using FMEA in the higher education sector.FindingsThe outcomes highlighted that lack of awareness regarding the tools’ benefits is the primary barrier to FMEA implementation. However, respondents perceive that FMEA can improve process reliability and quality in higher education institutions. Further, the analyses found that knowledge about the FMEA tools is the prime critical success factor, and the lack of time due to other priorities in the organisation is a significant challenge in tapping the potential of FMEA.Research limitations/implicationsA limitation of the study is the relatively low number of HEIs surveyed globally. Further, the study provides a broad perspective rather than a focused study on one HEI.Practical implicationsThis study addresses this gap by exploring the potential benefits, challenges, and factors associated with the successful adoption of FMEA in academic settings. Using this information, HEIs can become more successful in applying FMEA.Originality/valueThis study is unique in its exploration of the application of FMEA with higher education institutions for service quality improvement.","PeriodicalId":508533,"journal":{"name":"The TQM Journal","volume":"102 6","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-07-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141821083","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 mediatory role of the environmental performance function within the lean-green manufacturing sustainability complex","authors":"Tinotenda Machingura, O. Adetunji, Catherine Maware","doi":"10.1108/tqm-08-2023-0272","DOIUrl":"https://doi.org/10.1108/tqm-08-2023-0272","url":null,"abstract":"PurposeThe objective of the study is to explore the mediatory role of the environmental performance of organisations on their economic and social performances. It demonstrates that implementing environmental management techniques should not only be done to comply with environmental regulations, but also as a means of improving social and economic performance.Design/methodology/approachThe data were gathered from the manufacturing industry of Zimbabwe, and 302 useable responses were received. Data analysis was performed through structural equation modelling (SEM) using SMART PLS 3.FindingsImprovement in environmental performance led to improvements in both social and economic performances. Also, environmental performance contributes the greatest total effect; hence, it deserves attention, not only for compliance but also for economic reasons.Originality/valueOur goal is to quantify the extent to which environmental performance might improve the social and, more importantly, the economic performance of organisations. The study also explores the relative importance and performance of lean manufacturing (LM), green manufacturing (GM), social performance and environmental performance for purposes of prioritisation of organisational improvement initiatives.","PeriodicalId":508533,"journal":{"name":"The TQM Journal","volume":"34 2","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141343203","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":"Role of leadership styles in connecting quality culture and university performance: a higher education perspective from Saudi Arabia","authors":"Hasna Balaj Albaroudi, Shahzaf Iqbal","doi":"10.1108/tqm-02-2024-0072","DOIUrl":"https://doi.org/10.1108/tqm-02-2024-0072","url":null,"abstract":"PurposeThis study examines the influence of quality culture (QC) on university performance (UP) within the higher education (HE) context of Saudi Arabia, exploring the mediating roles of transformational (TFL) and transactional leadership (TNL) styles.Design/methodology/approachThe study utilizes a cross-sectional survey approach, collecting data through online surveys from administrators representing public and private universities in Saudi Arabia. Data analysis is conducted using PLS-SEM.FindingsThe findings indicate that QC exerts a notable direct influence on UP, along with an indirect effect mediated by TFL and TNL. Additionally, the influences of TFL and TNL on UP are statistically significant. However, the effect of TNL on UP and its role as a mediator in the QC-UP relationship demonstrate partial significance.Research limitations/implicationsThis study enriches the theoretical comprehension of quality assurance in HE by incorporating QC as a dynamic capability within Dynamic Capability Theory and TL and TFL as valuable resources within Resource-Based View theory. However, limitations such as a cross-sectional design and reliance on input solely from university administrators must be acknowledged.Practical implicationsThe study offers practical insights for policymakers, administrators, and quality managers, emphasizing the economic benefits of robust QC in universities. It highlights QC's impact on policy, curriculum development, and public trust, advocating tailored strategies to improve efficiency and collaboration, crucial for overcoming bureaucratic barriers, especially in public universities.Originality/valueThe originality of this study lies in introducing TFL and TNL as mediators between QC and UP within a university setting.","PeriodicalId":508533,"journal":{"name":"The TQM Journal","volume":"55 21","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141358132","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":"Exploring the causal complexity of business models with organizational performance: a study for the pharmaceutical industry","authors":"Dinesh Panchal, B. Krishnamoorthy, S. Bhattacharyya","doi":"10.1108/tqm-12-2023-0427","DOIUrl":"https://doi.org/10.1108/tqm-12-2023-0427","url":null,"abstract":"PurposeAuthors analyze a business model (BM) based on organizational performance. BMs are strategic tools used to achieve high performance. This study is based on two characteristics of causal complexity: conjunction and equifinality. Authors also examine the applicability of causal asymmetry in the relationship between BMs and organizational performance.Design/methodology/approachGenerally, the relationship between BM elements and organizational performance is analyzed using a correlational approach. This relationship is marked by causal complexity, which cannot be analyzed via such approach. Authors applied a fuzzy-set qualitative comparative analysis with data from three time-periods and two performance variables for pharmaceutical firms.FindingsQualitative comparative analysis revealed that high performance resulted from configurations (combinations) of BM elements and not from the effects of individual elements. In addition, multiple configurations are available for achieving high performance. Causal asymmetry was observed in the configuration of the BM elements for high and low performances.Research limitations/implicationsUsing qualitative comparative analysis of data sets from three time-periods in the context of the pharmaceutical industry BM, authors integrated the theoretical constructs of causal complexity, namely conjunction, equifinality and causal asymmetry.Practical implicationsFindings related to conjunctions will help managers shift their focus from individual BM elements to combinations of BM elements. Additionally, the findings related to equifinality and causal asymmetry will allow flexibility in designing their company’s BM according to the resource constraints their company faces.Originality/valueThis was one of the first few studies on BMs using the twin indicators of the organizational performance relationship and causal complexity.","PeriodicalId":508533,"journal":{"name":"The TQM Journal","volume":" 2","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141366649","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":"Role of supply chain partnership, cross-functional integration, responsiveness and resilience on competitive advantages: empirical evidence from Palestine","authors":"N. Badwan","doi":"10.1108/tqm-12-2023-0402","DOIUrl":"https://doi.org/10.1108/tqm-12-2023-0402","url":null,"abstract":"PurposeThe external business environment of the organization is always changing at a rapid pace. For a firm to adapt to changing client requirements, it must implement the right business procedures and strategies. To improve competitive advantage, this study investigates the roles that supply chain partnerships, cross-functional integration, responsiveness and resilience play in achieving competitive advantages in Palestine.Design/methodology/approachIndustrial institutions in Palestine constitute the study population. Data are collected by distributing surveys via Google Forms linked to manufacturers in industries such as the Leather and shoe Industry, metal industries, chemical industries, construction industries, textile industries, stone and marble industries, pharmaceutical industry, veterinary industry, food industry, plastic industry, paper industry, major advantages and disadvantages. The SEM-PLS approach is used to analyze the data.FindingsThe findings demonstrate that supply chain responsiveness, resilience and cooperation are all improved by cross-functional integration in inventory data integration and immediate operation. Supply chain partnerships improve the supply chain’s responsiveness, resilience and competitive advantage by involving partners in work teams and exchanging best practices. The enhancement of supply chain resilience and competitive advantage is influenced by the company’s capacity to act promptly in response to variations in demands.Research limitations/implicationsThis paper faces some limitations and it can be drawn as follows: To enhance supply chain risk management, the study continues to concentrate on manufacturing organizations that have internal integration. It also emphasizes the necessity of supply chain integration, which establishes direct connections with outside partners.Practical implicationsThe findings of this study suggest some policy implications, as follows: To provide the manufacturing sector with a competitive edge, operations supervisors must be able to track and assess processes to ensure they are meeting demand. Firms that possess the ability to adjust to novel procedures or advancements in technology gain a competitive edge by guaranteeing consistent and high-quality delivery of products.Originality/valueBy implementing IT integration, this study theoretically and practically advances the understanding of the resource-based view of competitive advantages. This study focuses on providing insights into the nature of the relationship between supply chain partnership, cross-functional integration, responsiveness and flexibility and competitive advantages in the manufacturing sector in the Palestinian market.","PeriodicalId":508533,"journal":{"name":"The TQM Journal","volume":"3 9","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-05-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140963208","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}