A Delphi study on motivation for ISO 9000 and EFQM

A continuous improvement implementation framework for manufacturing companies: a Delphi study-based approach for development and validation

Purpose

Due to the absence of industry and region-specific implementation guides, change efforts, in particular continuous improvement implementations, continue to report high failure rates. The purpose of this paper is, therefore, to present a finalised implementation framework specifically tailored for manufacturing companies.

Design/methodology/approach

A conceptual framework derived from the existing literature is validated, through a Delphi study, by an expert panel to review its content and suitability for a practical application.

Findings

This paper proposes a finalised framework tailored to the practical needs of users. The results of the Delphi approach offer a phased implementation framework that provides an overview of the implementation process of continuous improvement initiatives and the key activities involved. The framework is suitable for use by both business leaders and continuous improvement practitioners with varying degrees of previous implementation experience.

Research limitations/implications

The research was carried out in the UK and is specifically focused on the manufacturing industry. It is therefore not clear the applicability of the framework presented to other regions and industries. The framework, although validated through several phases of research, still requires practical application and testing.

Originality/value

Business leaders and continuous improvement practitioners will benefit from having the necessary content presented in a manner that will promote its practical application. It has also been demonstrated that the framework is robust in its content, incorporating the literature findings as well as the experience of an expert panel encompassing 20 people.

Strategies for successful deployment and sustainment of Lean Six Sigma in healthcare sector in India: a multi-level perspective

Purpose

This study aims to present Lean Six Sigma (LSS) deployment and sustainment strategies for the healthcare sector from a multi-level perspective. The objective is to present LSS implementation insights to enable policymakers, practitioners and academicians to test and develop an LSS framework for healthcare sectors.

Design/methodology/approach

The strategies identified are the result of a multi-method research design involving literature review, action research (AR) and Delphi study. Further, the AR portion of the study involved more than 10 years of projects focused on the deployment of LSS in the healthcare sector.

Findings

The strategies include a holistic view from the multi-level perspective, considering the Top Management Level, Middle Management Level and Operational Level. The authors ascertained 27 strategies across the three levels of organizational structure for the effective deployment of LSS. Further, the authors present a customized LSS “pocket guide” from the healthcare perspective for quick reference.

Research limitations/implications

The strategies delineated in this study are based on the Indian healthcare section only; thus, further research in additional geographic contexts is needed. Also, further research is necessary to provide additional empirical validation of the effects of the identified strategies on LSS program outcomes and to verify that the strategies operate at the proposed organizational levels. Future research should also focus on identifying the interrelationships between strategies within and across levels, developing a “road map” for LSS implementation in hospitals and designing the LSS curriculum for medical schools and other medical training programs.

Practical implications

Observations of this study can contribute to developing a holistic framework for successful LSS implementation in the healthcare sector for academicians, practitioners and policymakers. This, in turn, ensures an enhanced value proposition, improved quality of life and reduced healthcare operational costs. Thus, it ensures a win-win situation among all the stakeholders of the healthcare sector.

Originality/value

The strategies put forth will enable the LSS researchers, academicians and, more particularly, practitioners to delve deeper into specific enablers and safeguard the LSS deployment from backlash. The research has two significant benefits. Firstly, it enhances the understanding of LSS from the healthcare perspective. Secondly, it provides direction for future studies with specific components for hospitals’ LSS framework, which can be further tested, refined and improved.

Motivations for ISO 9001 quality management system implementation and certification – mapping the territory with a novel classification proposal

Purpose

This paper aims to identify and characterize the motivations for ISO 9001 quality management system (QMS) implementation and certification, with a novel, valid and business-oriented scale applied to a large sample. Instead of adopting a normative approach focusing on the internal/external nature of the motivation, this investigation aims to emphasize the ISO 9001 driving forces from an instrumental (productivity, market and competitiveness) perspective.

Design/methodology/approach

This study is framed with a quantitative methodology supported by an email survey encompassing a sample of 526 Portuguese ISO 9001 certified organizations. Descriptive statistics, exploratory factorial analysis (EFA), t-tests and correlation analysis were performed according to the proposed research questions.

Findings

Regarding the motivations, three factors were obtained by applying EFA: market, productivity and competitiveness. The respondent organizations consider the productivity factor (mainly related to internal motivations) to be the most important. Concerning the other factors, competitiveness in the sector is ranked second and the reasons related to the market come in third. Additionally, organizations of medium dimension (between 50 and 249 employees), certified up to 1999 or from the private sector, give greater relevance to motivations related to the market and competitiveness.

Research limitations/implications

This investigation suffers from the limitations inherent to the survey methodology (e.g. potential bias) and a Portuguese sample’s restrictions. Moreover, this research does not cover organizations that have been certified after 2015, namely, with an initial ISO 9001:2015 certification. Nevertheless, most of the respondents’ organizations remain ISO 9001 certified today.

Practical implications

The information provided allows managers to know the driving forces and motivations behind seeking ISO 9001 certification. It can assist certification bodies in fine-tuning their marketing strategies to attract new customers and support ISO 9001 stakeholders in the ISO 9001 revision cycles.

Social implications

Policymakers can also adjust policies to foster ISO 9001 certification accordingly. Furthermore, as Wawak et al. (2020) suggested, with ISO starting a new revision cycle for ISO 9001, an increase in the research topic is expected. This study brings additional knowledge that can assist ISO stakeholders in that process.

Originality/value

This study presents a novel, valid and more business-oriented scale to characterize and identify the motivations for ISO 9001 QMS certification and maps the driving forces for ISO 9001 certification in a large sample size of diverse organizations. The instrumental nature of the scale (productivity, market and competitiveness) improves the consistency with recent research on ISO 9001 contributions for organizational performance compared with previous scales that focused on the internal/external nature of the motivation.

Ten commandments for successful implementation of Design for Six Sigma

Purpose

This article aims to provide Design for Six Sigma (DFSS) practitioners, researchers and academicians with Ten Commandments to successfully deploy projects.

Design/methodology/approach

The commandments are the brainchild of four authors' experience and expertise for more than 15 years of DFSS deployment in the spectrum of fields as a consultant, researcher, academic and Master Black Belt in Six Sigma and general quality management and engineering disciplines. Thus ascertained commandments were validated and classified through the “Delphi Study” to ensure its applicability.

Findings

The Ten Commandments from authors' perspective include: alignment of DFSS with organisational strategy; top management support and involvement; listening to the voice of the customers (VOC); effective training programme for right project teams; project selection and prioritisation; linking DFSS with ISO international standards; linking DFSS with organisational learning and innovation; linking DFSS with the 4th Industrial Revolution; effective use of DFSS methodology and the integrated tools within the methodology and reward and recognition schemes.

Research limitations/implications

The commandments presented in this article are the authors' personal experience in different industrial scenarios and settings and demographical locations. The authors are planning to conduct a longitudinal survey to understand further insights of these commandments with the input of several DFSS Black Belts and Master Black Belts, academicians and leading researchers from various countries.

Originality/value

All the organisation's stakeholders can use this article as general guidelines to ensure effective deployment of the DFSS approach.

ISO-9001 implementation and critical success factors of the Jordanian consulting engineering firms

Purpose

This paper aims at studying the level of implementation of ISO 9001 in Jordanian consulting engineering firms and to what extent does the implementation effectiveness affect the success of the construction projects. Moreover, the paper seeks to identify the Critical Success Factors (CSFs) that directly influence the ISO 9001 effectiveness in Jordanian consulting engineering firms.

Design/methodology/approach

A questionnaire was constructed and distributed to a sample of 125 employees from six ISO 9001-consulting firms. After collecting the data, exploratory factor analysis was utilized to validate the latent constructs (CSFs, ISO 9001 Effectiveness, and Firm Performance).

Findings

The findings suggest that firms experience a high level of ISO 9001 effectiveness. Moreover, among the five identified CSFs; employee attributes, external environmental pressure and quality system attribute had a significant impact on the ISO 9001 effectiveness, while internal motivation and firm attributes were insignificant.

Originality/value

The significance of this study lies in exploring such topic in the developing countries, since most of current studies were focused on developed contexts such as the USA and UK. Therefore, this research acts as a response to calls in the current literature regarding considering different industries and contexts.

Drivers and internalisation of the EFQM excellence model

Purpose

Although the European Foundation for Quality Management (EFQM) Excellence Model has been widely adopted throughout Europe, a thorough examination of the factors that contribute to the internalisation of the model (i.e. a substantive adoption) has been neglected in the literature. The purpose of this paper is to present a model that analyses the drivers of the real internalisation of the EFQM excellence model, with a focus on the role of motives for adoption, and appraisal and compensation systems.

Design/methodology/approach

An empirical study was carried out based on a sample of Spanish organisations that had been awarded EFQM recognition. Structural equation models, cluster analysis and ANOVA were used to examine the research questions.

Findings

Internal motives concerning the creation of a participative style are the main driver of internalisation. Moreover, having an appraisal system-oriented towards the development of employees helps the substantive adoption of the EFQM model. These findings reinforce the importance of the soft elements of the EFQM model.

Originality/value

This study enhances evidence about the motives for adoption and their influence on the internalisation of the EFQM model. It analyses internalisation in a novel context, EFQM recognised organisations, and contributes to the debate about the efficacy of the EFQM model to performance improvement, by unveiling the factors that could foster the internalisation of the model within the organisational routines.

Motives for implementing ISO 9000 – does enterprise size matter?

Purpose

The purpose of this paper is to investigate the motives for obtaining an ISO 9000-certified quality management system in small and medium enterprises (SMEs) and whether such motives differ between large companies and SMEs.

Design/methodology/approach

This study employed a qualitative approach, using multiple case studies. The primary research consisted of interviews with top and middle managers in four organizations and was complemented with direct observation and documental analysis.

Findings

The research findings confirmed the existing literature. The most common motivations for certification came from external pressure such as customer demand and ability to participate in public tender. It therefore validates that the classification of motives adopted for large companies is also appropriate for SMEs. The research also brought to light one implication of ISO certification that has escaped mention in the literature, namely, the distinction between primary and secondary motives. That is, companies driven by externally-driven motives to pursue ISO 9000 certification appreciated other benefits once they realized the full potential of the standard, leading to additional motivations.

Practical implications

The study was restricted to a single region of Greece and a single sector, food and beverage industry. This study may provide key insight for managers to understand and appropriately evaluate motives for ISO 9000 certification and to save them from misinterpretation and hasty conclusions.

Originality/value

Because the data gathered were longitudinal, this study offered a deep understanding of the true motives for ISO 9000 certification.

The relationship between EFQM levels of excellence and CSR development

Purpose

The purpose of this paper is to analyse the level of corporate social responsibility (CSR) development, in accordance with the dimensions of Maonet al.’s (2010) model, which could be achieved when organisations adopt the EFQM model, as well as how the EFQM model can foster this CSR development.

Design/methodology/approach

The research method chosen was a qualitative methodology involving multiple case studies. The empirical research relies on an in-depth study of four cases of organisations recognised by the EFQM model in Spain.

Findings

The findings show that, although a higher commitment to the EFQM model implies a greater level of CSR development, with the knowledge and attitudinal dimensions more developed than others, organisations still have to make CSR an internalised management ideology.

Research limitations/implications

The very nature of the process of EFQM assessment does not ensure uniformity in all aspects of management. Limitations that are inherent to case studies: factors that can be chosen by the researcher, such as geographical location, size, sector and ownership, can have an influence on the characteristics of the CSR practices that are found.

Practical implications

This study contributes to the literature on excellence by approaching the EFQM model as a tool to integrate CSR issues into management.

Social implications

A relationship between commitment to excellence and CSR development does exist.

Originality/value

To the best of the authors’ knowledge, no previous analysis has been performed to address the potential relationship between CSR development in accordance with Maonet al.’s (2010) model and commitment to excellence.

Transferring skills in quality collaboratives focused on improving patient logistics

Background

A quality improvement collaborative, often used by the Institute for Healthcare Improvement, is used to educate healthcare professionals and improve healthcare at the same time. However, no prior research has been done on the knowledge and skills healthcare professionals need to achieve improvements or the extent to which quality improvement collaboratives help enhance both knowledge and skills. Our research focused on quality improvement collaboratives aiming to improve patient logistics and tried to identify which knowledge and skills are required and to what extent these were enhanced during the QIC.

Methods

We defined skills important for logistic improvements in a three-phase Delphi study. Based on the Delphi results we made a questionnaire. We surveyed participants in a national quality improvement collaborative to assess the skills rated as 1) important, 2) available and 3) improved during the collaborative. At two sense-making meetings, experts reflected on our findings and hypothesized on how to improve (logistics) collaboratives.

Results

The Delphi study found 18 skills relevant for reducing patient access time and 21 for reducing throughput time. All skills retrieved from the Delphi study were scored as ‘important’ in the survey. Teams especially lacked soft skills connected to project and change management. Analytical skills increased the most, while more reflexive skills needed for the primary goal of the collaborative (reduce access and throughput times) increased modestly.

At two sense-making meetings, attendees suggested four improvements for a quality improvement collaborative: 1) shift the focus to project- and change management skills; 2) focus more on knowledge transfer to colleagues; 3) teach participants to adapt the taught principles to their own situations; and 4) foster intra-project reflexive learning to translate gained insights to other projects (inter-project learning).

Conclusions

Our findings seem to suggest that Quality collaboratives could benefit if more attention is paid to the transfer of ‘soft skills’ (e.g. change, project management and communication skills) and reflexive skills (e.g. adjusting logistics principles to specific situations and inter-project translation of experiences).

Electronic supplementary material

The online version of this article (10.1186/s12913-018-3051-8) contains supplementary material, which is available to authorized users.

The European standards and guidelines for internal quality assurance

Purpose

The authors’ thesis statement is that the literature on quality management in higher education is evolving towards an idea of integration. Considering Part 1 of the Standards and Guidelines for Quality Assurance in the European Higher Education Area (ESG) (ENQA, 2009) to be a framework for the implementation of quality management practices in universities, the purpose of this paper is to understand whether the ESG represent a truly integrated quality management model.

Design/methodology/approach

The authors analyse the content of the ESG taking into account three levels of analysis: the process level, the organisational level and the quality management principles level.

Findings

The analysis shows that the ESG are a quality management model, covering different processes, organisational levels and quality management principles. This is despite not being a truly integrated quality management model. Indeed, the ESG are mainly focussed on teaching and learning and on support processes, neglecting other processes of universities, such as research and scholarship and the third mission. In addition, they leave aside quality management principles more directly linked with a systemic and holistic approach to quality, such as the system approach principle.

Originality/value

The paper presents a new analysis of a much discussed quality management model for higher education. It explores the ESG in the light of the concept of integration, discussed according to a new framework of analysis. It also highlights the importance of a broader reflection on these standards and of their integration in the management systems of institutions.

A holistic framework to embed good company practice for customer retention

Purpose

The purpose of this paper is to detail a holistic practice based guiding framework for improving customer retention, which helps companies instil a customer service culture through encouraging them to concentrate on the three key areas of culture, continuous improvement (CI) and customer service.

Design/methodology/approach

The Delphi technique, using three rounds of hour long in-depth semi-structured interviews at director level across a range of industries. This was done with nine directors, totalling over 30 hours of data requiring in excess of 200 hours to transcribe.

Findings

In order to achieve customer retention, a holistic company approach underpinned by senior management buy-in is critical, with open communication, employee empowerment, and employing “the right” personnel. The framework is viable with specific organisation input and supplementation with ongoing customer research.

Research limitations/implications

The framework has only been tested with the companies in the study, and requires testing in practice. As such, it has not covered the ability of companies to change, but has simply developed a framework to assist in identifying the areas that need to be reviewed when considering changing to focus on the customer.

Practical implications

To use this approach to customer retention requires companies to amalgamate culture, customer service and CI equally alongside customer focussed leadership, as an underpinning for the ethos of the business.

Originality/value

The Delphi technique in an in-depth systemised approach with directors revealed unanticipated and significant insights regarding the benefits of amalgamating and devoting equal weight to the three areas of culture, customer service and CI to improve quality in all these areas

Supply chain and total quality management framework design for business performance-case study evidence

Purpose

– The purpose of this paper is to identify the importance of integration of supply chain management practices with total quality management (TQM) practices to augment business performance. The objective of paper is to focus on the two important dimensions, namely, supply chain and TQM of an organization with special reference to the concepts: exploration and exploitation.

Design/methodology/approach

– In total, 20 variables have been identified (independent variables) which impact business performance (dependent variable). Variables have been extracted into four categories with a combination of two orientations, i.e., exploitation and exploration, with respect to quality management and supply chain practices.

Findings

– Configurationally four different combinations concerning supply chain and TQM were identified in which an enterprise can operate. This is supported with the four different case studies.

Practical implications

– This study leads to some interesting practical implications for practicing managers as it offers a framework in which the supply chain and TQM practices can be implemented with respect to an organizational structure (mechanistic or organic structure), environmental conditions (uncertain environment and rapidly changing product life cycle) and identification of customer orientations (whether customer is price sensitive or customer makes buying decision on account of trust or relation to the product).

Originality/value

– The concept of supply chain exploitation and supply chain exploration with different orientations of quality management is not studied comprehensively before. This paper provides a background for establishing a framework of strategies for supply chain and quality practices, with respect to the exploitation and exploration scenario.

The impact of quality management systems on the performance of manufacturing firms

Purpose

– The purpose of this paper is to provide additional evidence of the impact of ISO 9001 effectiveness on three dimensions of a firm’s performance, namely product quality, operational performance and business performance.

Design/methodology/approach

– The analysis includes an initial exploratory factor analysis (EFA), followed by confirmatory factor analysis (CFA) and structural equation modeling (SEM), in order to investigate the relations between the constructs of the proposed model. A sample of 287 ISO 9001 certified Greek manufacturing firms is used for this purpose.

Findings

– According to the study findings, ISO 9001 effectiveness directly contributes to product quality and operational performance. Although it has no direct impact on manufacturing firms’ business performance, it has an indirect impact through the moderator of operational performance.

Research limitations/implications

– The sample of the responding manufacturing companies is limited to small- and medium-sized enterprises (SMEs) from one country (Greece). In addition, the effects of the internal business environment and endogenous business factors have not been assessed through the present study.

Practical implications

– The study offers clear implications for managers who focus on elements that will increase the ISO 9001 effectiveness and desire to choose strategies, allocate resources and improve their firm’s performance.

Originality/value

– The present study contributes to the literature gap aiming at examining the degree to which ISO 9001 effectiveness influences the performance of certified firms. The concept of “ISO 9001 effectiveness” is introduced as the extent to which its prescribed quality objectives are met.

Gotzamani K, L. Psomas E. The impact of employees’ attributes on the quality of food products

Purpose

– The purpose of this paper is to analyse the importance of specific, quality-related employees’ attributes to the enhancement of product quality in food companies. The main goal is to examine the synergistic relationships between specific employees’ attributes, which have been related in literature to ISO 9000 successful implementation, to continuous improvement, operational performance and product quality.

Design/methodology/approach

– The analysis includes an initial exploratory factor analysis, followed by confirmatory factor analysis and structural equation modelling, in order to investigate the relations between the constructs of the proposed model.

Findings

– The findings reveal that although the examined quality-related “employees’ attributes” do not directly contribute to “product quality”, they influence both “continuous improvement” and “operational performance” of food firms. The results also confirm the impact of both “continuous improvement” and “operational performance” on “product quality” and also that “continuous improvement” helps explain “operational performance”.

Research limitations/implications

– The domain in which the model has been validated, the restricted use of moderators in the model and lack of empirical validation of the model in non-food sector companies, based on various respondents from each company, are a number of limitations associated with this study which suggest future research proposals.

Practical implications

– The findings of this study can motivate managers of food companies to focus on certain quality-related employees’ attributes in order to boost continuous improvement of ISO 9001 systems and operational performance of their companies, leading to product quality enhancement.

Originality/value

– This study finds particular relevance in emphasizing that although specific quality-related employees’ attributes, as these are detected in literature, have a significant contribution towards continuous improvement and operational performance, they are not the only critical factor leading to product quality. More complex relationships need to be considered by integrating other constructs as major antecedents of food product quality.

Information and records management

Purpose

The purpose of this paper is to present findings of a survey conducted during 2010 in the Icelandic organizations that held certification according to the ISO 9001:2008 quality management standard.

Design/methodology/approach

The organizations were questioned about problems in obtaining and maintaining certification, what motivated the quest and which were the benefits. Information on the software used and the cost and the time it took to obtain certification was also sought. A questionnaire was sent to those in charge of the quality management programme in the organizations. The questionnaire contained both open‐ended and closed questions. A comparison was made to a previous Icelandic survey from 2001.

Findings

The results show that necessary improvements were needed regarding information and records management (IRM). The reasons for obtaining certifications were mainly demands from customers, a way to introduce more disciplined work procedures and transparency, and to gain a better overview in management. The main benefits from receiving the certification were regarded to be improved management and improvement in meeting demands from customers and public authorities as well as improved IRM, more disciplined work procedures and increased traceability. Organizations involved in an international business believed the certification was a great benefit. Obtaining certification took on average two years and five months. The cost amounted to about £65,500.

Research limitations/ implications

Although the survey is limited to Iceland, this knowledge may also be of value to researchers, records managers and managers in other countries. The survey can lay the foundation for further research into the field.

Practical implications

The results could be of value to organizations that want to implement or re‐implement a certified quality management system. They define various factors that can support a better and a more reliable implementation of quality management systems. The results show that certified quality systems bring varied and valuable opportunities to the profession of records managers.

Originality/value

The survey adds valuable information and fulfils a need for a better understanding of the status of ISO 9001 in Iceland.

A proposal of a new paradigm for national quality certification systems

Purpose

The goal of this paper is to suggest a new incentive model that is capable of creating the conditions for the autonomous growth of diffusion and credibility of the ISO 9000 national quality certification system.

Design/methodology/approach

The first part of this work contains some considerations about the general interest of organisations in quality certification systems, emphasising the advantages and the drawbacks in being certified. Next, the attention shifts to future scenarios. Specifically, a new model is proposed that is capable of encouraging certified organisations (COs) and certification bodies (CBs) that operate blamelessly and seriously, while at the same time penalising those that do not.

Findings

The suggested model consists of two inter‐connected sub‐models relative to COs and CBs, respectively. Each sub‐model includes different states with different incentives/penalties. The switch‐over from one state to another depends on the practical results recorded in recent years by the CO/CB of interest. The switching rules are based on a set of objective, transparent, and non‐manipulable indicators.

Research limitations/implications

On‐site analyses and simulations are necessary so as to tune optimal switching rules to balance the whole model.

Practical implications

The (possible) future implementation of the model could have great impact on COs' and CBs' modi operandi, promoting the real implementation of quality management practices but – at the same time – not requiring significant additional effort from the state and the authorities accrediting/controlling CBs.

Originality/value

The proposed model is absolutely new and may represent a proper way to combine the interests and expectations of COs and CBs into a unique “virtuous circle” for improving the real implementation of quality management.

A quality management model for integrated care: results of a Delphi and Concept Mapping study

OBJECTIVE

The objective of this study is to identify the elements and clusters of a quality management model for integrated care.

DESIGN

In order to develop the model a combination of three methods were applied. A literature study was conducted to identify elements of integrated care. In a Delphi study experts commented and prioritized 175 elements in three rounds. During a half-a-day session with the expert panel, Concept Mapping was used to cluster the elements, position them on a map and analyse their content. Multi-dimensional statistical analyses were applied to design the model.

PARTICIPANTS

Thirty-one experts, with an average of 8.9 years of experience working in research, managing improvement projects or running integrated care programmes.

RESULTS

The literature study resulted in 101 elements of integrated care. Based on criteria for inclusion and exclusion, 89 unique elements were determined after the three Delphi rounds. By using Concept Mapping the 89 elements were grouped into nine clusters. The clusters were labelled as: 'Quality care', 'Performance management', 'Interprofessional teamwork', 'Delivery system', 'Roles and tasks', 'Patient-centeredness', 'Commitment', 'Transparent entrepreneurship' and 'Result-focused learning'.

CONCLUSION

The identified elements and clusters provide a basis for a comprehensive quality management model for integrated care. This model differs from other quality management models with respect to its general approach to multiple patient categories, its broad definition of integrated care and its specification into nine different clusters. The model furthermore accentuates conditions for effective collaboration such as commitment, clear roles and tasks and entrepreneurship. The model could serve evaluation and improvement purposes in integrated care practice. To improve external validity, replication of the study in other countries is recommended.