Implementing total quality management with a focus on enhancing customer satisfaction

The impact of TQM and green innovation on corporate sustainability: the mediating role of green supply chain management

Purpose

This empirical study aims to investigate the direct and indirect effects among total quality management (TQM), green innovation (GI), corporate sustainability (CS) and green supply chain management (GSCM).

Design/methodology/approach

The authors collected data from 120 respondents in the French manufacturing industry using survey questionnaires. The authors used the partial least squares structural equation path modeling (PLS-SEM) to examine the hypotheses of the study.

Findings

Results indicate that TQM and GI influences CS, TQM and GI influences GSCM and GSCM influences CS. Furthermore, results show that GSCM mediates the influence of TQM and GI on CS.

Research limitations/implications

This study helps managers in achieving their sustainability goals. The findings may help managers and practitioners to understand how TQM and GI influences GSCMP and CS, as well as assist manufacturers in identifying practices that need improvement.

Originality/value

This study offers additional value and shows the importance of TQM, GI and GSCM practices on corporate sustainability and the key role played by GSCMP to ensure CS.

What contributes to auditee satisfaction in external ISO 9001 audits?

Purpose

This study aims to explore factors that contribute to auditee satisfaction in external audit fieldwork of ISO 9001, and relationships between these factors.

Design/methodology/approach

The purpose is addressed through a single case study and based upon data collected by a questionnaire. Data were analysed using probabilistic graphical models.

Findings

An auditor's knowledge of operations is shown to be the single most important factor contributing to auditee satisfaction in the study. Furthermore, establishing a co-operative audit atmosphere and focussing on business improvements support the co-creation of value in the interaction between auditor and auditee, while a focus on ISO compliance appears to be more of a hygiene factor.

Research limitations/implications

This paper is based on a study of one company and its interactions with one of the certification bodies for external auditing. Hence, the generalisability of the findings is limited by the case study method.

Practical implications

This paper identifies that an auditor's knowledge of operations and a focus on improvements and co-creation of value can improve auditee satisfaction and appreciation of the audit process.

Originality/value

Previous research has concluded that audit fieldwork is a key attribute associated with auditee satisfaction. This paper adds to this body of knowledge by empirically examining the specific factors within audit fieldwork that contribute to auditee satisfaction and focuses on value-creation in the audit process. By understanding these factors and moving towards a service perspective on audits with value co-creation as focus, it is possible to enhance the value of external audits.

Development of comprehensive coursework of quality management in universities pertinent to the construction industry: a case of Pakistan

Purpose

The purpose of this research is to determine a comprehensive coursework for teaching quality management in the universities of developing countries i.e. Pakistan pertinent to the construction industry. Additionally, a framework was also developed based on the results.

Design/methodology/approach

Factors and course contents of quality management are extracted through a content analysis of the published literature. Further, a questionnaire survey is conducted involving 150 professionals to assess the requirements of the industry and academic professionals of the construction industry for effective quality management. Finally, for getting a more objective perspective, using quality function deployment (QFD) matrix a framework is developed.

Findings

The results show the level of importance of each design requirement. We can identify the design requirements through which we can fulfill the needs and demands of the stakeholders. Contents like benchmarking, supply chain management, six sigma and other data analysis methods, costing and auditing of quality, customer satisfaction analysis, TQM: theory and practices and ISO certification processes and procedures should be included in any course program related to quality management pertinent to the construction industry. Along with these contents, workshops and seminars must be arranged to address the user requirement for increased leadership and communication skills.

Originality/value

There is a lack of literature available on course content for quality management in the universities for the construction sector, therefore, a huge scope of future research in the field of quality management in the construction industry needs to be investigated. This research highlights the most significant quality management factors and course contents as per the requirement of industry professionals. Therefore, this study adds to the existing body of knowledge by developing a robust framework that will help decision-makers and top management to develop constructive quality management course work at university level that will help in producing qualified and trained quality professionals to the construction industry.

The influence of quality management on organization performance: service quality and product characteristics as a medium

Purpose

The effect of the quality management system on service performance. The mediating effect of service quality on the influence of the quality management system on service performance. The mediating effect of product characteristics on the influence of the quality management system on service performance.

Design/methodology/approach

The analysis unit of this research were the service organizations/fields presented by each of the experts working in the consulting companies/business entities of construction planners that have Grade 4 qualification and have been the members of Inkindo registered since 2016 and located in the territory of Indonesia. The sample target were the organizations/fields of the consulting companies represented by the permanent experts or skilled manpower working accordingly with the field of construction planning services. This becomes important, considering that the position of experts is crucial to the success and quality of the management of construction planner consulting services. Determination of the use of the sample was based on the rule of thumb in SEM, which amounted to 10 × 20 indicators or 200 respondents.

Findings

There is significant influence between the variables of the quality management system to service quality and company performance, but there is no significant effect on product characteristics. The analysis also showed that mediating effects to service quality or characteristics of the product were not found on the influence of the quality management system to company performance.

Originality/value

The quality management system focuses on earning users’ satisfaction by applying basic principles to the management of good companies. The scope of a broad management system not only revolves around the quality of products making the quality management system very well applied in various types of companies or organizations, but it can also be applied to organizing-related services to customers.

The relationship between TQM practices and organisational innovation outcomes

Purpose

The purpose of this paper is to study the role of slack (both moderating and mediating) to stimulate the relationship between total quality management (TQM) factors and innovation outcomes relative to gaining competitive industry advantages.

Design/methodology/approach

The research methodology includes a multi-item scale questionnaire completed in three waves between 2016 and 2017, and later analysed in 2018. A final response rate of 29.5 per cent was obtained, representing 190 organisations from both manufacturing and service industries in the United Arab Emirates (UAE). Partial least squares structural equation modelling was used to test the multi-collinearity, moderation and mediation analysis.

Findings

Analysis confirmed that factors such as continuous improvement (CI), human resource management (HRM) and information measurement (IM) were positively linked to innovation. However, when slack was introduced as a moderator, innovation outcomes were stimulated through HRM and IM. The results indicate that slack acts as a full mediator for management leadership but only partially mediates supplier quality, IM, CI, HRM and process management.

Research limitations/implications

In terms of geographical coverage, research was limited to the UAE. Organisations striving for excellence through innovation may benefit from the outcomes, as they help in understanding the relationship between TQM and innovation moderated and/or mediated by slack. This could also lead businesses to develop new strategies that harmonise TQM policies with “rationale” slack policies, thus, promoting innovation.

Originality/value

This study is the first to examine the use of slack to stimulate the relationship between TQM factors and innovation outcomes. Using slack as a mediator can help in understanding when TQM might influence innovation, while slack as a moderator could invert the relationship between the two.

Country and sector effects on the relationships among TQM practices and key performance measures

Purpose

The purpose of this paper is to analyze if and how country- and sector-related contingency factors affect the implementation of TQM practices and various performance measures within a TQM-performance relationships model framework.

Design/methodology/approach

The authors used data from 156 firms in Turkey and 132 firms in North Cyprus (NC) to test the model relationships by utilizing multiple group structural equation modeling (SEM).

Findings

The study finds support for both the universal and the contingency argument within the context of country and sector analyses. Although our findings suggest no differences across the two countries, the authors find evidence for differences across sectors in terms of their TQM practices and performance outcomes. In the case of NC firms, the direct effects of TQM on human resource results and customer results constituted the missing linkages in the performance excellence framework.

Research limitations/implications

This study suffers from the same limitations common to all survey research. However, it contributes strongly to the limited TQM contingency research by providing new findings and insights. This study must be replicated in different countries and other types of contextual factors must be used to determine if and how they moderate the model relationships. Other theories are also needed to better explain some of the relationships.

Practical implications

There needs to be a more holistic approach to quality management and increased institutional support for quality initiatives in developing countries. Through proper alignment and integration of their different components, organizations can realize maximum improvement in their business results. Understanding the sector level contingencies before implementing a performance excellence model is also recommended.

Social implications

The study has several social, economic and policy implications, including the need to improve employees’ work environment to improve their lives and prevent brain drain; to pass legislation to improve lax consumer laws; to found quality institutes to promote the education, training, qualification and professional development of employees working in the various sectors of the economy; and for government and employers to realize the importance of valuing stakeholders and delivering value and results to them to ensure long-term success.

Originality/value

This is one of the few studies in TQM contingency research that tests various relationships among TQM and business results by using country and sector as contingency factors.

Total quality management: a critical literature review using Pareto analysis

Purpose

Due to its impact on business performance total quality management (TQM) has gained a lot of importance by businessmen, managers, practitioners, and research scholars over the last 20 years. Therefore, the purpose of this paper is to critically assess the literature on TQM and find out the areas where future research is required.

Design/methodology/approach

To achieve this purpose the articles published in the last 20 years were studied in a systematic way and a snapshot of the same was prepared in the tabular format with points such as year and journal of publication, application and country, statistical method used, and findings of the study such as practices and impact of TQM. After identifying the practices and impact of TQM a quality tool “Pareto Analysis” was applied on them for development of the model.

Findings

The findings provide the practices of TQM and its impact on the performance of a business. The gaps from the literature have been identified and areas for future research have been suggested. On the basis of the findings a generalized framework of TQM has been suggested which can be applicable irrespective of the sector.

Practical implications

The research will help academicians and future researchers to have a clear understanding of TQM in different rosters.

Originality/value

Ample literature is available on TQM but in the best knowledge of authors no study has taken place to integrate the reviews and findings of 102 research papers of the last two decades.

Assessing customer satisfaction and loyalty in the retail sector

Purpose

The effects of customer satisfaction on loyalty have been widely discussed by the academic community. Although the results of the studies reported in the literature are often contradictory, the existence of a relationship between satisfaction and loyalty is acknowledged, despite the influence of moderators and constraints of various kinds. The purpose of this paper is to discuss this relationship in the specific context of the retail sector, since this sector presents major challenges in terms of competition, and efforts placed on customer satisfaction and loyalty are more evident.

Design/methodology/approach

A survey based on the European Customer Satisfaction Index (ECSI) model was applied to a retail store in Portugal. This model has its roots in Switzerland, where in 1989, Claes Fornell developed a new complementary method for measuring the overall quality of companies’ output, through the calculation of an aggregated customer satisfaction index. The proposed model is based on a set of causal relationships established between a set of constructs. The ultimate goal is to calculate both satisfaction and loyalty indexes as well as to estimate the relationship between both constructs. Structural equation modelling, based on a partial least squares (PLS) estimation methodology, is the statistical technique used to estimate the model parameters, as well as to compare the aggregated indexes. PLS is based on the principles of linear regression and combines multiple regression aspects with factor analysis, in order to estimate a series of interrelated relationships.

Findings

The results confirm a positive influence of satisfaction on customers’ loyalty to the retail store. The study also shows the importance of the image construct, due to its strong direct effects on satisfaction, which makes it essential for influencing the loyalty index, both directly and indirectly. The impact of the image construct is also evident on the expectations, as the latter has shown a considerable direct effect on perceived quality.

Research limitations/implications

The study is based on a single case study of a Portuguese sports retail store. In future it would be interesting to study a representative sample of the whole retail sector.

Practical implications

The study is useful for the specific retail store where it was undertaken to help it devise better customer service, in order to increase satisfaction and loyalty. It is also useful for the entire network of stores for that retailer and other retail chains.

Social implications

The systematic application of customer surveys to whole sectors of the economy would improve competition, customer service and, ultimately, contribute to development and economic growth.

Originality/value

The ECSI has been applied to various industry sectors in different countries, including Portugal. It has never been used in the context of the Portuguese retail sector and it adds to the discussion on the relationship between satisfaction and loyalty, which is a pertinent topic of interest for researchers in quality management.

Investigating the influence of TQM, service quality and market orientation on customer satisfaction and loyalty in the Indian banking sector

Purpose

The purpose of this paper is to examine the effect of total quality management (TQM) on service quality (SQ), market orientation (MO) and the subsequent effect on customer satisfaction (CS) and customer loyalty (CL). The research also analyses the direct effect of TQM on CS.

Design/methodology/approach

Data were collected from middle managers of retail banking sector in India using survey method. Structural equation modeling is used to analyze the data and to test the hypotheses.

Findings

The results show that TQM is positively associated with SQ, MO and CS. SQ and MO are significantly and positively associated with CS. CS subsequently leads to improved CL.

Practical implications

Enforcing TQM practices in their organizations as a change management tool, banks can achieve a greater degree of MO, improved SQ and higher CS to gain higher CL.

Originality/value

This paper empirically demonstrates that, by proper implementation of TQM in banks, the SQ and MO can be improved. Well implemented quality management practices, better customer service and market-focused attitude of banks will elevate the CS level and improve loyalty of customers toward the banks. With a little study has yet focused on India, the paper offers knowledge to banking professionals for increasing CL by effective implementation of TQM practices.

TQM and organizational performance using the balanced scorecard approach

Purpose

The purpose of this paper is to examine the relationship between the implementation of total quality management (TQM) and organizational performance, using the balanced scorecard (BSC) approach.

Design/methodology/approach

In order to investigate the relationship between TQM and BSC, a questionnaire was developed and distributed to 30 largest pharmaceutical distribution companies in Iran. Structural equation modeling was used to evaluate the measurement model and to test the research hypotheses using the data from 933 completed questionnaires.

Findings

The results supported the research model and revealed that TQM implementation can positively and significantly influence the BSC and its four perspectives.

Practical implications

Considering the strong association between TQM and all four perspectives of organizational performance (BSC), managers should strongly leverage the implementation of TQM practices in order to reach their strategic objectives.

Originality/value

This study is the first empirical study conducted on the association of TQM and BSC in the pharmaceutical industry. The findings of this study provide strong evidence supporting the implementation of TQM in the pharmaceutical context.

Evaluating library service quality at the Aga Khan University library: Application of a total quality management approach

The purpose of this paper is to report on an investigation of the service quality of the Aga Khan University library in Kenya. The total quality management philosophy which forms the basis of this report has been demonstrated by the use of SERVQUAL, a user-based assessment tool, in the evaluation of service quality. The research was conducted among 123 Aga Khan University library users – nursing and medical faculty and nursing and medical students – with an aim to investigate the quality of its services based on the satisfaction of library users with the services and as expressed by and based on users’ expectations and perceptions. The data was gathered through the SERVQUAL structured questionnaire and a 63% response rate was realized. The findings generally established that the expectations of Aga Khan University library users are higher than their perceptions. The results also show that there are service quality gaps in a number of services offered by the library.

This research is deemed important as there is lack of information showing libraries in Kenya having involved library users in service quality evaluation through the use of objective and user-based tools. Thus this paper may lead to libraries in Kenya embracing objective measurement tools for the evaluation of library service quality. It is hoped that this article will contribute to a better understanding of philosophies such as total quality management in an academic library environment in developing countries, users’ expectations and perceptions of quality.

Achieving quality performance and environmental sustainability through the genius loci of quality management systems

Purpose

– The purpose of this study is threefold. First, the authors will confirm the existence and the intensity of the latent “genius loci” within quality management systems. Second, the authors will confirm the extent of the genius loci with environmental sustainability. Finally, the authors will try to understand whether a quality management system's performance can be affected by its genius loci, and whether a quality management system's environmental sustainability performance can be affected by the extent of environmental sustainability in its genius loci.

Design/methodology/approach

– The extent of the genius loci in quality management systems and the genius loci with environmental sustainability are tested through higher-order confirmatory factor analysis.

Findings

– The findings of this study are as follows. First, genius loci partially exist in quality management systems. Second, the genius loci with the environmental sustainability concept also exist partially in certain respects. There is a lack of recognition and actions on environmental sustainability activities in organizations. The lack of recognition and actions leads to the unsatisfactory performance of quality management systems in environmental sustainability. As a result, business goals with environmental sustainability aspects cannot be fully supported and achieved.

Originality/value

– The results of this study can help small- and medium-sized OEM and ODM computer accessories companies in Taiwan and Southern China to understand the level of genius loci within their quality management systems and the extent that genius loci are linked with environmental sustainability. This understanding can be beneficial to them in achieving successful quality management systems with environmental sustainability.

Business process improvement in services: case studies of financial institutions in Thailand

Purpose

The purpose of this paper is to explore how financial institutions adopt business process improvement (BPI) for improving service quality, to enhance customer satisfaction. To explain this adoption, it was necessary to develop a theory to explain the linkages between BPI initiatives and customer satisfaction.

Design/methodology/approach

Case study was used as the research strategy, following the theory‐building process suggested by Eisenhardt. In total, three phases of data collection were employed, with expert interviews for theory enhancement and validation.

Findings

The authors identified three main stages of BPI adoption. A theory model was developed and refined using the empirical findings, to provide understanding of the outcomes of BPI initiatives. This model is compared with existing service quality models.

Research limitations/implications

The research outcomes represent an extension of existing service quality approaches, to consider the BPI adoption process as well as broader organisational issues. However, data were collected only from Thai financial institutions, which might impact the generalisation of the results.

Practical implications

The proposed theory model is developed at an operational level, and specifically aims to provide managers with adoption guidance and a practical foundation for further development of operational‐level assessment, assisting a more systematic evaluation of the outcomes of specific BPI initiatives at the project level.

Originality/value

The paper provides empirical evidence of BPI adoption in a financial services context. A theory model is presented based on service quality principles, to help explain BPI adoption outcomes at an operational (e.g. project) level, which provides a different perspective to that of existing service quality models.