A study of quality management practices in TQM and non‐TQM firms: Findings from the ASEAN automotive industry

Influence of data-driven supply chain quality management on organizational performance: evidences from retail industry

Purpose

The objective of the study is to test a conceptual model based on the interrelation between data-driven supply chain quality management practices (DDSCQMP) and the performance of organized retailing firms in India.

Design/methodology/approach

Based on a comprehensive review of literature, the dimensions of DDSCQMP concerning the Indian organized retail sector have been extracted. Considering the research objectives, the research data has been collected using a structured questionnaire from Indian retailers. Overall 133 questionnaires were responded successfully from retailers. The model was tested using structured equation modeling (SEM) through PLS 3.0.

Findings

The research findings confirm hypotheses and reveal the statistically significant relationship between DDSCQMP and retailers' performance at an aggregate level. However, the results of the individual-level analysis of DDSCQMP appear to vary from practice to practice. Among various DDSCQMP, “customer focus” with the highest beta (ß) value was found to have the greatest impact on performance followed by “employee relations”.

Originality/value

The study provides empirical justification for a structural model that identifies a positive and significant relationship between DDSCQMP and organizational performance within the context of organized retail sector of India.

Classification and positioning of TQM practices for implementation in steel industries

Purpose

The purpose of this paper is to classify the total quality management (TQM) practices and position them based on their importance in the implementation of TQM in steel industries for obtaining improved business performance and customer satisfaction.

Design/methodology/approach

The study undergoes a deep literature review to recognise the TQM practices necessary for the implementation of TQM in the steel industry. The identified 17 practices were grouped under three activities such as “breakthrough activities”, “improvement activities” and “routine operational and maintenance activities” with experts’ suggestion. The positioning of 17 TQM practices and 3 activities of TQM was done using an analytical hierarchy process (AHP) technique as per their relevance in TQM implementation.

Findings

The findings of the research show that though all the 17 practices and 3 activities of TQM play a vital role in the successful implementation of TQM in steel industries, breakthrough activities have gained more weightage as compared to the other two activities. Top management commitment, quality system and continuous improvement are relatively more important than the other practices.

Research limitations/implications

The research has limitation analogous to the AHP technique. The technique considers all the sub-sets of each nod to be independent from each other, whereas in real world this does not stand true.

Practical implications

The study positions the TQM practices and activities on the basis of their relevance in TQM implementation in the steel industry, thus helping the managers in understanding which practice has to give how much importance for TQM implementation in steel industries. By following the practices according to the weights, the managers can achieve the results desired from TQM implementation.

Originality/value

The study gives the implementation priorities of TQM practices in the steel industry. To the best knowledge of researcher, it is the first study in the steel sector for TQM implementation. The lacuna was reported by the literature, and the researcher has made an attempt to fill that gap.

The Level of Maturity of Quality Management Systems in Poland—Results of Empirical Research

This paper examines the problem of measuring the maturity of quality management systems. The main scope of the study is to measure the level of maturity of quality management systems in organizations with an implemented quality management system compliant with the requirements of ISO 9001 in Poland; however, this paper also investigates which factors influence the level of maturity. An analysis of the maturity level of the quality management system in the surveyed organizations showed that the highest level of maturity occurs in those areas and activities that directly result from the requirements of the ISO 9001 standard and direct market pressure, and this level of maturity must be implemented. This can be included in case areas such as customer orientation, process approach, or evidence-based decision-making. However, a lower level of maturity is observed in the case of “soft” aspects of quality management related to leadership and human resource management. The problems are also related to the implementation of corporate social responsibility (CSR). In this respect, the surveyed organizations show numerous shortcomings which lead to low assessments of their level of maturity, for example, in ensuring openness and ethical behavior in contact with the public. The following hypothesis was formulated for the research objective: H1—control variables, such as the size of the organization (H1a), time of existence of the enterprise (H1b), business profile (H1c), market position (H1d), financial condition (H1e), and ratio of management to the normalization processes (H1f), affect the level of maturity of an enterprise’s quality management system.

Quality management practices in SMEs: a comparative study between India and Namibia

Purpose

Small- and medium-sized enterprises (SMEs) have now become an important part of economy for not only developed nations but also for emerging economies. Irrespective of the benefits that can be derived, SMEs in emerging economies still lack the will to implement quality management (QM) practices. Using a comparative study, the purpose of this paper is to understand the status of QM practices in SMEs of emerging economies.

Design/methodology/approach

A survey-based approach was adopted to understand the established QM practices in the SMEs. A survey instrument was designed by reviewing the literature on QM initiatives in SMEs. A sample of 270 SMEs across Southern India and 189 SMEs in Namibia was selected through stratified random sampling technique.

Findings

The overall response rate was 19.52 percent for India and 26.46 percent for Namibia, respectively. There were similarities and differences in responses from SMEs in both countries. Similarities are in terms of limited implementation of QM practices, and also less use of tools and techniques. Reasons for not implementing include unknown to the authors, and the high cost of training. Differences emerged in the type of market (Indian SMEs catering to one major customer), CSFs and business performance indicators. It was interesting to find that management commitment and involvement do not have a major influence as CSF for SMEs in both the countries.

Originality/value

The research is the first attempt in bringing a comparative study about QM practices in SMEs from developing countries. The insights will help emerging economies to develop policies for education and training, and thus facilitate implementation of QM practices in SMEs.

Achieving better revenue and customers’ satisfaction with after-sales services

Purpose

Branded car dealerships with best revenue by serviced car also have the best after-sales customers’ satisfaction level. The purpose of this paper is to present the analysis of the after-sales quality management practices adopted by dealerships with the best performance in terms of customer’s satisfaction and revenue and how such practices contribute to these results.

Design/methodology/approach

A multiple case study was performed with nine leader branded car dealerships in an emerging country, considering the entrance car. The performance indicators to evaluate customers’ satisfaction, revenue and operational indicators related to product support, brand manifestation and relationship with customers were identified. Quality management practices that support the best results achievement were analyzed.

Findings

The three dealerships that represent Asiatic brands have best customers’ satisfaction and revenue performance. These dealerships typically have different processes comparing with dealerships that represent European and American brands concerning to: continuous improvement management; warranties and stock management; services scheduling; offer bonuses to customers; and customers service that emphasizes focus on technical and commercial expertise.

Originality/value

This research considered indicators performance and, based on that, analyzed the dealerships’ practices that support the best performance. Such aspect has room for academic literature since the quality management research related to car industry focuses mainly on manufacturer and generates managerial insights to the car industry and its dealerships.

Quality management capabilities of manufacturing industries in the Western Sydney region

Purpose

The purpose of this paper is to, using a quality management assessment framework (QMAF), provide a comparative analysis of quality management capabilities of organisations categorised by size and groups, based on the Australian and New Zealand Standard Industrial Classification (ANZSIC) code.

Design/methodology/approach

A questionnaire-based survey was used for data collection. Statistical data analysis, including descriptive statistics, multivariate and univariate analysis of variance and Hsu’s multiple comparisons with/to the best post-hoc test results, was carried out to identify significant differences and similarities in total quality management capabilities between organisations based on the QMAF model.

Findings

Significant differences in quality management capabilities were identified between large organisations and SMEs while no significant differences were found to exist between medium- and small-size organisations. Most of the QMAF-based capabilities do not seem to show significant differences between the four groups of ANZSIC code of firms, except for partnering focus and business outcomes.

Research limitations/implications

The research was limited by the number of returned responses of survey questionnaire from manufacturing organisations in the Greater Western Sydney region. This research provides practitioners with practical guidelines for improving quality management capabilities and can become the basis for comparative analysis in other regions of Australia, and globally. In addition, the research findings can be used by government and quality associations to develop appropriate strategies and policies for supporting the development of quality enhancing programmes in SMEs.

Originality/value

The comparative analysis of quality management capabilities by organisational size and industry type advances the previous work on optimum pathways of achieving business outcomes using the QMAF model. In addition, the research has mapped out differences in quality management capabilities, based on a combined scope of size and industry type, especially in the Greater Western Sydney region where a large number of SMEs are located.

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.

Practical implementation - Essential elements resource tool

Hematopoietic stem cell transplantation (HSCT) is an established treatment for patients with severe congenital or acquired hemato-/oncological disorders. Despite major improvements, HSCT remains associated with substantial morbidity and mortality. Implementation of a quality management system has become standard practice not only for industries when their products or services are associated with significant risks to human safety but also in the healthcare sector. The use of a quality management system contributes to better products and services and improved patient's outcome after medical interventions. Members of the Alliance for Harmonization of Cellular Therapy Accreditation prepared the document Essential Elements, which is intended to serve as a guide for establishing a quality program for new or developing HSCT programs. It is intended for use as a resource and does not contain the full requirements of all standards but seeks to provide clear examples of compliance to support basic quality system elements. The content is based on common elements found in already existing standards with a major focus on the establishment of a quality program that applies to the entire transplant program. Essential Elements is structured as an explanation helping to understand the intent of the element giving guidance what is needed, and examples showing how the element applies. Centers seeking accreditation are subjected to a detailed document review, on-site inspection and follow-up procedure. In conclusion, new and developing stem cell transplantation programs should focus on quality and safety and step on the path towards full accreditation. The HSCT community must continue its efforts to offer education and training to support developing programs to attain accreditation.

TQM implementation in a least developed country: an exploratory study of Yemen

Purpose

The purpose of this paper is to assess the TQM readiness level of Yemeni Organizations. In addition, this study compares the level of readiness between the various Yemeni organizations.

Design/methodology/approach

Based on the TQM literature, related and relevant information had been gathered to develop an assessment tool used in this research. The main content of the assessment focused on statements related to the most common TQM principles. Data were collected by an assessment team and analyzed using quantitative methods to answer the related research questions.

Findings

The analysis results showed some of the TQM principles were being practiced by Yemeni organizations, to some extent, and with variant levels. The most widely practiced principle was customer focus, and the lowest principle practiced was continuous improvement. Also, the data showed the level of TQM readiness in Yemeni organizations was 58.93 percent. This level of TQM readiness indicates there is a potential for successful adoption of quality management standards and models in Yemeni organizations.

Research limitations/implications

This study extends previous limited research in TQM readiness level measurement. It also adds to the body of TQM knowledge within the context of Yemen. In addition, this study contributes to the understanding of TQM implementation in an least developed countries (LDC) environment, where LDC organizational culture has its particularities on implementing TQM.

Originality/value

This paper contributes to a better understanding of TQM in an LDC country, which is Yemen. The paper points out which of the TQM principles are important to potential adoption of quality management standards and models. This study could further expand research, regarding the TQM in Yemen.

Rifai A, Aoyama H. An Integrated MCDM Model for Conveyor Equipment Evaluation and Selection in an FMC Based on a Fuzzy AHP and Fuzzy ARAS in the Presence of Vagueness

The conveyor system plays a vital role in improving the performance of flexible manufacturing cells (FMCs). The conveyor selection problem involves the evaluation of a set of potential alternatives based on qualitative and quantitative criteria. This paper presents an integrated multi-criteria decision making (MCDM) model of a fuzzy AHP (analytic hierarchy process) and fuzzy ARAS (additive ratio assessment) for conveyor evaluation and selection. In this model, linguistic terms represented as triangular fuzzy numbers are used to quantify experts’ uncertain assessments of alternatives with respect to the criteria. The fuzzy set is then integrated into the AHP to determine the weights of the criteria. Finally, a fuzzy ARAS is used to calculate the weights of the alternatives. To demonstrate the effectiveness of the proposed model, a case study is performed of a practical example, and the results obtained demonstrate practical potential for the implementation of FMCs.

Perception of TQM benefits, practices and obstacles

Purpose

– The purpose of this paper is to identify the perception of total quality management (TQM) benefits, practices and obstacles in Kuwaiti industrial organizations certified against ISO 9001:2000 (or later) and following a TQM approach. A discrepancy in perception between project managers (PMs) and quality management representatives (QMRs) of organizations in the Gulf Cooperation Council countries has already been identified (Jaeger and Adair, 2013), and this study compares the perception of these two groups in more depth.

Design/methodology/approach

– Extensive representatives of both groups have been individually interviewed, a classification system for TQM benefits, practices and obstacles has been developed, and interview responses have been analyzed against this classification system.

Findings

– It emerges that all responses matched one of the benefits, obstacles and practices of the classification system. Comparing the total group of PMs with the total group of QMRs, it was found that both groups agree on their perception of the most important practice (i.e. an implemented management system) and, the biggest obstacle (i.e. lack of employee involvement). However, they disagree on their perception of the most important TQM benefit (i.e. PMs prefer quality of products and services, and QMRs prefer productivity).

Originality/value

– The results of the total groups and sub-groups give new insights regarding the different perceptions of PMs and QMRs. Also, the results enable practitioners of these two functions to discuss the differences and align their perceptions. This should increase the effectiveness of the TQM approach in their organizations. Finally, the results allow management consultants to focus on areas with high potential for improvements.

Measuring lean readiness through the understanding of quality practices in the Turkish automotive suppliers industry

Purpose

– The purpose of this paper is to present a study that evaluates the readiness level of the Turkish automotive suppliers industry (T-ASI) to provide a foundation for the successful implementation and/or sustainment of lean practices.

Design/methodology/approach

– The paper adapts an assessment framework developed by Al-Najem et al. (2013) to conduct the evaluation of the lean readiness (LR) of the T-ASI. Thus, the LR assessment is based on six quality practices related to lean manufacturing (LM), namely: processes; planning and control; human resources; top management and leadership; customer relations; and supplier relations. One research question and three hypotheses were formulated and tested using a combination of descriptive statistics and t-test and Levene’s tests. Data were collected through a survey questionnaire responded by 48 manufacturing organisations members of the Association of Automotive Parts and Components Manufacturers (TAYSAD).

Findings

– The results of the study revealed that the T-ASI has a high level of LR, especially in the areas of customer relations and top management and leadership while processes, planning and control and supplier relations still need to be enhanced. In addition, the study found that company size has no effect on the LR level of suppliers whereas supplier level and location of customers have.

Practical implications

– As the LR level of the T-ASI is measured, this research study increases the awareness of supplier companies with respect to complementary quality practices that support the implementation and/or sustainment of LM. Thus, managers can use this study as a platform to take better decisions regarding what quality aspects of their operations need to be enhanced to successfully deploy or sustain a lean strategy.

Originality/value

– This research is among the very few studies that have focused on evaluating how ready the T-ASI is to successfully implement or sustain lean practices. For this reason, this research expands the very limited existent body of knowledge of LM in the T-ASI.

The impact of ISO 9001 implementation on organizational performance in Kenya

Purpose

– The purpose of this paper is to establish the effect of ISO 9001 implementation on the performance of organizations in Kenya. It specifically targeted organizations listed on the Nairobi Securities Exchange (NSE) which is the leading securities exchange in East Africa.

Design/methodology/approach

– The survey made use of web content analysis to collect data from these organizations’ web sites. Data were collected on net profit, turnover and net assets over a four-year period (2010-2013). The research used statistical data analysis to investigate the association between ISO 9001 implementation and performance.

Findings

– Results of the survey reveal that ISO 9001 certification influenced return on net assets of the organizations thereby influencing their performance. There was significant differences in net asset value among organizations with ISO 9001 certification and those that did not possess the certification. On profit and revenue, there were no significant differences between the ISO 9001 certified and non-certified organizations.

Research limitations/implications

– The research findings are limited to those organizations listed in the NSE and may not be generalized to other organizations. The study is further limited by the number of organizations participating in the study which was 20.

Practical implications

– The findings of the study provide justification for adoption of ISO 9001 standard in organizations in all key sectors of the Kenyan economy for sustained quality management practices. The ISO 9001 certified companies will enhance their quality management practices to achieve the successes documented in this paper while those yet to embrace the standards will draw lessons from such successes which may offer them compelling arguments to adopt them.

Originality/value

– Since the adoption and uptake of ISO certification in Kenya over a decade ago, no study has been carried out that directly relates ISO certification to organizational performance. This study will thus be useful as a starting point in documenting the ISO standard’s impact.

An exploration of quality management practices, perceptions and program maturity in the supply chain

Purpose

– The purpose of this paper is to examine differences among industry classes and supply chain positions in order to gain insight into quality management program maturity across industries and within supply chains.

Design/methodology/approach

– Data for comparison in this study comes from an e-mail survey of professionals across the USA, employed primarily in sourcing or logistics (i.e. Institute for Supply Management (ISM) and Council for Supply Chain Management Professionals (CSCMP)).

Findings

– This study found that quality maturity varies by industry class. While prior studies have found differences by industry class, they have been limited to at most three classes, while this study examined 17 classes. This study also examines quality maturity by supply chain position, with the finding that quality maturity differed by supply chain position depending on how position is defined. Questions are raised regarding the proper characterization of supply chain position.

Research limitations/implications

– The sample group represents members in only two professional groups, ISM and CSCMP. Not all industry groups or supply chain positions were well-represented due to some small sub-group sizes.

Practical implications

– Quality program maturity is generally not uniform and there are potentially many opportunities for substantial improvement across various sectors by specific industry. Partnering with suppliers is a recommended approach for sectors lagging in quality maturity.

Originality/value

– This research extends the examination of quality management practice in the supply chain by studying a large number of industry classes and supply chain positions and assesses differences in quality maturity across these classes and positions.