ISO 9000 maintenance in service organisations: tales from two companies

Applications of TQM Processes to Increase the Management Performance of Enterprises in the Romanian Renewable Energy Sector

This paper focuses on total quality management (TQM) processes and their applications to increase the management performance of enterprises in the renewable energy sector (RES). TQM is a modern tool used by enterprises to increase their management performance. We start with a description of Edwards Deming’s conceptualized model, highlighting different phases of its development as described in the literature. The TQM process is then used for an application to the RES in Romania. The quantitative model analyzes the influence of TQM process implementation in achieving competitive advantage and the management performance of the undertakings in the RES. Data was collected through a survey based on a questionnaire addressed to employees and managers in the RES. Structural equation modeling (SEM) was used and the research hypotheses were tested with the partial least squares path method (PLS). Data analysis was performed with the statistical software SmartPLS 3.2.8. The main contribution of this article is to evaluate the relationship between the management performance of enterprises in the RES sector in Romania and TQM process indicators. The results underline the fact that the most important attributes of a TQM process to increase the management performance are: integrated operational processes, policies and trading strategies, integrated operational management, company social responsibility, motivated workforce, knowledge, and competencies. The conclusions of the research are in line with the latest findings in the area, underlining that management performance is the direct result of the association between a group of factors and processes, such as the integrated operational processes, trade strategies and policies, integrated operational management, corporate social responsibility (CSR), motivated workforce, knowledge, and competencies.

Developing attributes for evaluating construction project-based performance

Purpose

The Indonesian construction industry has to considerably rise due to the issues of quality product, organisational performance and global competitiveness faced today, along with settling several national challenges that continue to plague the construction industry. Delivering high-quality construction products and services is non-negotiable when competing for contracts with international constructors. Developing such an assessment system to evaluate the performance of Indonesian construction companies is an urgent need in order to encourage and motivate the construction companies to continually improve their performance in the execution of construction works. The purpose of this paper is to empirically test the key attributes related to the evaluation of quality and performance in the construction project-based case of Indonesia.

Design/methodology/approach

A survey was conducted in the five provinces in Indonesia involving 216 construction practitioners from medium and large qualifications of construction companies.

Findings

On the basis of the data analysis results, the study develops the 39 key attributes that can be a basis for the development of Indonesian building construction project performance assessment system. The attributes cover construction companies’ performance during project implementation, in delivering final project results and in implementing quality procedures for building construction works.

Originality/value

The outcome of this study is considered significant to provide a tool for the government to assess the quality performance of contractors in delivering projects against specified standards, and a guideline for the contractors to improve their competitiveness by implementing continuous quality improvement. The confirmed attributes developed from this study is an initial step towards developing an Indonesian construction comprehensive quality performance assessment system.

ISO 9001 overall performance dimensions: an exploratory study

Purpose

– The purpose of this paper is to validate and assess the performance dimensions reflecting ISO 9001 benefits in service companies and to determine their relationships.

Design/methodology/approach

– A research study was carried out in 198 ISO 9001:2008 certified Greek service companies. Data were obtained through a structured questionnaire and have been analyzed with exploratory and confirmatory factor analyses.

Findings

– Four performance dimensions reflecting ISO 9001 benefits are extracted and validated, namely, product/service quality, operational, market and financial performance.

Research limitations/implications

– The research sample is limited to small and medium-sized enterprises operating in a specific European country. Further research may confirm the findings of this study to other countries as well.

Practical implications

– By determining and evaluating the performance dimensions and their inter-relationships, the ISO 9001 certified service companies are assisted to select an appropriate strategy to further improve their performance and competitiveness. The suggested model can be also used as a self-assessment and benchmarking tool for managers and practitioners alike.

Originality/value

– The present study provides a comprehensive model of performance dimensions reflecting ISO 9001 benefits in service companies.

An ISO 9001 based approach for the implementation of process FMEA in the Brazilian automotive industry

Purpose

– The purpose of this paper is to present a structured way for the definitions of the Process Failure Mode and Effect Analysis (FMEA) attributes, such as potential failure mode, potential cause and potential effect, in order to make it simpler to define the controls and scores.

Design/methodology/approach

– This study performs, through a case study in incoming inspection of raw material, the comparison of a conventional application of the Process FMEA with a proposal based on the concepts of process approach defined by ISO 9001.

Findings

– Even written in a form similar to a script, the application of Process FMEA is a very complex activity and, like most quality tools, before being applied, FMEA should be clearly understood by the team. One way to facilitate this understanding is considering the sequence of events in the failures analysis to understand their causes and effects, just as are the sequences of inputs and outputs in the definition of the process approach addressed in ISO 9001.

Originality/value

– This paper shows a simple way to better structure Process FMEA, facilitating meetings with multidisciplinary teams.