The TQM Magazine: Volume 17 Issue 4
Table of contents
Managing change: quality‐oriented design of strategic change processes
Tilo Pfeifer, Robert Schmitt, Thorsten VoigtThe continuous change with which companies are faced, requires an approach to implement the necessary changes to the organization's structure. Existing approaches represent…
TQM: terrific quality marvel or tragic quality malpractice?
Bjarne Bergquist, Maria Fredriksson, Magnus SvenssonTotal quality management has seen a tremendous rise of popularity in the 1980s and 1990s. Aims to question the effectiveness, utility and use of TQM among many people …
A holistic approach to quality success in developing nations
Lalit Wankhade, B.M. DabadeRecently, Nobel Prize‐winning research in information economics has revealed that information asymmetry is instrumental for quality uncertainty, which is more crucial in…
Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry
Mosad ZineldinA primary purpose of management and marketing strategy is to develop a competitive advantage. A competitive advantage provides customers with superior value compared with…
How improving quality improves supply chain management: empirical study
Martí Casadesús, Rodolfo de CastroMuch has already been written about the effects of ISO 9000 standards on business performance, mostly supporting the notion that implementing a standardized quality management…
Effects of reengineering on the employee satisfaction‐customer satisfaction relationship
Ronald J. Burke, Jim Graham, Frank SmithThis paper seeks to examine the correlations between measures of employee satisfaction and customer satisfaction before and after a major process reengineering initiative.
Analysis of roles of IT on quality management
E.A.M. Mjema, M.A.M Victor, M.S.M MwinukaThe purpose of this paper is to present results of a research conducted to test the method developed by Ang et al. in a different environment and setting.