Managing challenges in sustaining business excellence

Association of performance with quality initiatives and quality awards: quality initiatives' effect

Purpose

The purpose of this empirical study intends to explore the contingency effect of the adoption of some specific quality initiatives (QI), on the correlation of some performance measures (PMs) with the “interacting” QI and quality award (QA) models through the continuous improvement (CI) journey of Indian QA winners.

Design/methodology/approach

A survey questionnaire was administered to the Indian Quality Award winners. Data collected from a survey were followed by validity and reliability analyses of the instrument. Hypotheses were tested using Spearman's correlation test and Fisher's Z-test.

Findings

Some specific QI that affected the correlation between PMs and research questions representing the interaction among QI and QA models during different stages of the CI journey of organizations were identified. PMs that correlated with interacting QI and QA models through the above stages of CI journey were also identified.

Practical implications

A preliminary inference on QI to be adopted and the PMs to be focused upon during the different periods of CI journey of Indian organizations was arrived at. This could help practitioners in proper choice of QI and to focus upon “realistic” PM through different stages of the CI journey of organizations.

Originality/value

This study attempts to fill the gap of scarce holistic studies on the long-term performance implications of interacting QI and QA through the CI journey of organizations.

The influence of operational excellence on the culture and agility of organizations: evidence from industry

Purpose

This article offers a novel approach that brings together management, engineering and organizational behavior. It focuses on the understanding of organizational dynamics in an era of technological change, upholding the importance of organizational agility and of the cultural paradigm in the management of organizations.

Design/methodology/approach

In this work, the authors present the conclusions from a set of studies carried out in organizations operating in technical and technological industries. The authors assessed the capabilities of these organizations in terms of operational excellence maturity and its impact on the organizational culture and organizational agility.

Findings

Results show the importance of operational excellence either in developing or expanding organizational agility capabilities while reinforcing the cruciality of an excellence-oriented culture to sustain these efforts over time.

Originality/value

Increasingly unstable business environments have led to a growing interest in how to develop and maintain operational excellence in the face of continued and disruptive change. However, this interest has, so far, been advanced with little empirical evidence to support the corresponding predictions. This work offers the first practical evidence that continued focus and optimization of operations, with the right cultural alignment, helps organizations survive and thrive in increasingly volatile, uncertain, complex and ambiguous environments.

What makes excellence models excellent: a comparison of the American, European and Japanese models

Purpose

This paper compares three business excellence models (BEMs): Baldrige criteria for performance excellence (BCPE), European Foundation for Quality Management (EFQM) model and Deming Prize (DP) model, representing American, European and Japanese excellence models, respectively. These models are compared in terms of contents, scope, orientation, emphasis and administration.

Design/methodology/approach

Using an inductive-deductive approach, the paper identifies and compares the contents, core values, unique features, points of emphasis and the overall approach of these models.

Findings

Significant differences exist in these models, and that none of these models is perfect. Overall, the BCPE is results-oriented, mainly economic-focused, explicit in presenting requirements and better structured. The EFQM model provides an augmented focus on sustainability, stakeholder engagement and inclusivity. The DP model is an internally oriented TQM model that focuses on processes improvement as a means to excellence.

Practical implications

The findings can guide managers regarding what they should expect from the application of excellence models and make better decisions regarding the choice of excellence models. Further, these findings can provide a foundation for updating the excellence models.

Originality/value

This paper stands alone as a qualitative comparison of BEMs in terms of contents, scope, administration and emphasis on excellence related matters.

Implementation of human resource management functions in selected small manufacturing companies in Ga-Rankuwa industrial area, Gauteng, South Africa

Orientation: Human resource management (HRM) is a fundamental element in the success of any organisation. Research on HRM functions in medium and large organisations has been given much attention. However, few research studies have been conducted in assessing the importance and implementation of HRM functions in small companies.Research purpose: The objective of this study was to investigate the implementation of HRM functions and its perceived importance in small manufacturing companies (SMC), as well as the limitations or barriers to effective HRM implementation in SMCs.The motivation for the study: Human resource management functions play a strategic role in any organisation. Literature studies indicate that relatively little is known about HRM functions in small businesses. This research aimed to contribute to the knowledge of HRM and enhance the understanding and importance of the HRM functions in SMCs.Research approach/design and method: A qualitative research design was followed. A convenience sampling technique was used with eight participants. Data were collected by means of semi-structured interviews.Main findings: The HRM functions of recruitment and orientation, general labour relations, human resource information systems (HRIS), performance management, training and development, and remuneration and benefit were informally implemented and acknowledged as crucial in SMCs. The study further found that a limited budget, lack of resources and capacity, inadequate systems, ineffective employment relationships, lack of knowledge and understanding of HRM functions and business instability negatively affect SMCs to implement all HRM functions within the business and therefore negatively influence the performance of the company.Practical/managerial implications: All managers/owners and employees are aware of all the HRM functions that could enhance the performance and success of their organisation.Contribution/value-add: The study findings will assist SMCs to implement and understand the importance of HRM functions as well as the barriers to effective implementation of HRM functions.

Improving service quality

Purpose

The purpose of this paper is to examine the mediating role of total quality management (TQM) internalization factors on the relationship between the proposed drivers (internal/external motives) and outcomes (external benefits and financial results).

Design/methodology/approach

Using a sample of quality managers, this study adopts a two-step methodological approach to explore the key components of TQM internalization via an initial exploratory study followed up with a quantitative study to examine the relationships between the proposed drivers using structural equation modeling.

Findings

The qualitative study revealed the key components of TQM implementation factors, namely top management commitment, middle management commitment and audits, training and employees’ commitment. The quantitative results show that a positive relationship between external motives and TQM internalization was not supported; yet, the results supported the influence of internal motives on TQM internalization. Further, the results revealed a significant relationship between TQM internalization and internal benefits but not financial benefits. Finally, a strong positive link between internal and financial benefits emerged.

Research limitations/implications

The study findings are only based on the perceptions of quality managers and future research could test the proposed model using other units of analysis in order to fully capture the role of TQM internalization.

Practical implications

The findings show that award model adoption is a significant tool for quality improvement in organizations, a procedure that drives both internal and financial benefits. Further, the study points out areas that companies should emphasize in order to successfully implement a quality award model and therefore harvest its potential benefits.

Originality/value

The paper proposes an empirically tested conceptual framework that examines vital issues concerning the internalization of the TQM approach through award models, thus providing valuable outcomes for decision makers to improve service quality.

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.

The challenges and opportunities in leading a multi-campus university

Leadership in higher education on the best of days is complex and challenging due to the many competing internal and external demands and constituents. In today's climate of decreased funding, dwindling enrollments and political debate over the value of higher education, the higher education leader is often in the crossfires of debate and conflict. Nursing education leaders have the added requirement of protecting the public safety by graduating competent and safe practitioners. The role of the higher education leader is even more complex when the institution has multiple campuses, whether within one state or across states. This article addresses the unique challenges of leading across multiple college campus sites including autonomy in decision-making, communication, quality academic outcomes, consistency, culture, and knowledge management. Approaches to enhance leadership success include establishing system-wide goals and strategies; technology to facilitate knowledge management, communication and consistent policies; system-wide committees or councils and a central office to provide support and consistency. By building the appropriate infrastructure and processes, multiple benefits of scale, expanded access, and efficiencies can be derived in multi-campus educational institutions.

Economic crisis and business excellence: a comparative multi case study assessment

Purpose

The purpose of this paper is to investigate the impact that crisis had on quality management and basic business processes using INSEAD’s industrial excellence framework (IEF) towards large Greek industrial units. This study proposes a modified version of the IEF which can help firms to operate through a turbulent environment.

Design/methodology/approach

Data that were collected during the current financial crisis were compared with a matched sample of business units surveyed a decade earlier. The variables that were used to measure performance were grouped into two categories, quality management and process improvement.

Findings

Through the examination of these cases, the authors identify the characteristics that empowered those BUs so as to remain alive during the turbulence. According to the results, the survivors train their staff systematically, have closer relationships with their suppliers, assess their processes and follow up with action plans. Findings also suggest cultural differences between survivors vs non-survivors. Survivors display a cultural profile typical to adhocracy since they describe themselves as more flexible and externally focused instead of being stable and internally focused. These findings are discussed and avenues for future research are presented.

Practical implications

The results of the study can be applied by quality managers of industrial organizations to achieve higher performance and overcome a turbulence of the external environment.

Originality/value

Previous research on the business excellence frameworks neglects the essential issue of sustainability and how an organization can survive a crisis. The study provides new insights into the long-term benefits of applying an excellence framework.

The leadership criterion: challenges in pursuing excellence in the Jordanian public sector

Purpose

– The purpose of this paper is to explore the challenges that face leaders when implementing business excellence programmes in the Jordanian public sector.

Design/methodology/approach

– The study adopted a content analysis approach to analyse the excellence assessment reports that have been produced by the King Abdullah II Centre for Excellence. The sample comprises ten public organisations which have participated in the King Abdullah Award for Excellence more than once and acknowledge in their reports that they have failed to achieve satisfactory results.

Findings

– The key challenges to effect the implementation of leadership criteria in the public sector in Jordan were found to be poor strategic planning, lack of employee empowerment, weaknesses in benchmarking performance, and a lack of financial resources, poor integration and coordination, and poor measurement system.

Practical implications

– This study proposes a conceptual model for the assessment of challenges that face managers when seeking to implement excellence in leadership in the Jordanian public sector.

Originality/value

– Leadership challenges in the public sector are generally widely studied, but it is important to gain a better understanding of how these challenges can be overcome. In comparison to many existing studies, this research has provided specific and detailed insights these organisational excellence challenges in the public sector and provides a conceptual model for use by other researchers into the future.

Exploring a holistic perspective on production system improvement

Purpose

– The purpose of this paper is to examine how holistic improvement work can be organized and what challenges can be observed in the process of adopting a holistic perspective on production system improvement.

Design/methodology/approach

– A qualitative case study and a questionnaire have been carried out. Data for the case study has been collected through semi-structured interviews, archived documents and participatory observations. The questionnaire was done in order to increase the generalizability of the findings from the case study and further validate the conclusions.

Findings

– The improvement work at the case company is organized as a continuous improvement approach in a Lean Production system in the form of a company-specific production system (XPS), in which two other improvement approaches are incorporated. Some of the identified challenges are: the establishment of a holistic perspective on improvement opportunities; the development of a process to update the production strategy; the continuous update of the Operational Management System during the XPS implementation; aggregating measures for the improvement work and measuring the effect of improvement work.

Research limitations/implications

– As the current case study is limited to one case company, future research is interested in expanding to other production systems contexts for further validation.

Originality/value

– The present study offers an increased understanding of the integration difficulties of improvement work that many production companies face regarding operational effectiveness, and based on the findings, some implications for management are presented.