Understanding the difficulties of implementing quality management in Yemen

Increasing competitive performance through effective use of performance management systems

Purpose

Private telecommunication companies in Yemen face huge challenges to improve their competitive position. Many of them suffer from performance management systems (PMS) that are not aligned nor integrated and do not give adequate support. This research aims at identifying the current state and quality of PMS in Yemeni private telecom companies and developing recommendations that will assist in improving their performance and competitive position.

Design/methodology/approach

As research tools, the performance management analysis – used to measure the quality of a PMS – and the high performance organization (HPO) framework – used to measure the quality of an organization and thereby its ability to achieve sustainable high competitive performance – are applied at three Yemeni private telecom companies.

Findings

There is a considerable performance gap between the actual and the ideal PMS in the Yemeni private telecom companies; this performance gap is highly correlated with competitive performance in a negative relationship. Both the structural and behavioral dimensions’ performance gaps have a significant impact on competitive performance, with the impact of the behavioral dimensions being considerably higher than that of the structural dimensions.

Originality/value

The current academic literature on HPOs and PMS in Yemen is scarce. This study adds knowledge to these areas, and thus provides a basis for further study. This research results also help managers of the Yemeni private telecom companies to take strategic action to redesign and implement new and improved PMS to increase their competitive performance.

Sustainability through TQM practices in the food and beverages industry

Purpose

The study aims to examine the connection between practices of total quality management (TQM) and sustainability in Malaysia food and beverages companies (FBC). Continuous process improvement, benchmarking, management leadership, human resources management, quality assurance, service design and information and analysis as TQM practices are considered and their relationship, respectively, with sustainable performance.

Design/methodology/approach

A survey questionnaire is administered to gather responses from 303 FBC, while 98 responses are useable and subsequently analysed using partial least squares structural equation modelling.

Findings

The results reveal that effective implementation of continuous process improvement, benchmarking, quality assurance, service design and information and analysis have positive and significant effect on sustainability.

Research limitations/implications

The scope of the present study was limited to FBC in Malaysia, and a cross-sectional design was employed to examine the hypothesized relationships at a single point in time.

Practical implications

The proposed and developed model of this study can be employed by policy and decision makers in the industry. This model can be considered by practitioners in the industry to implement critical policies in the future.

Originality/value

The premises of the institutional and contingency theory are supported by re-affirming the importance of contingencies and institutions for any successful strategic practices to enhance sustainable performance by implementing TQM.

Assessment of quality performance in the Egyptian manufacturing industry

Purpose

The purpose of this study was to examine the quality performance of the Egyptian manufacturing industry based on Flynn's quality management practices framework.

Design/methodology/approach

A literature-based questionnaire was developed to collect the research data. The sample studied included 193 professionals from different manufacturing firms in Egypt. The research model utilized seven first-order constructs to measure infrastructure and core quality practices and the model was analyzed by structural equation modeling.

Findings

The results of the study showed that infrastructure practices had a positive effect on core quality practices, which in turn, significantly influenced quality performance. The findings confirmed that Egyptian manufacturing firms have a good foundation of quality management practices enabling them to improve quality performance.

Practical implications

This study provides a foundation for Egyptian manufacturing firms to develop a practical plan for implementing total quality management (TQM). In addition, the results of this study will help managers and policy makers develop a thorough understanding of the current status of TQM initiatives, enablers and barriers in Egypt.

Originality/value

The study represents one of the few attempts to examine quality practices and quality performance in the manufacturing sector in Egypt. To the best of the author's knowledge, this is the first study to examine these parameters in this context in Egypt.

Insights into the reasons behind the limited implementation of ISO 9001 certification: empirical evidence from Yemen

Purpose

While ISO 9001 standard certification is approaching saturation in developed countries, other nations are still struggling with the implementation of ISO 9001. This study provides insights into countries with a very low number of registered certifications to understand the reasons behind the limited implementations, more particularly using evidence from Yemen. The objective of the study is to assess: the awareness, understanding, motivations, barriers and the benefits of implementing ISO 9001.

Design/methodology/approach

A survey was conducted to measure awareness levels, understanding, driving factors, barriers and the benefits of ISO 9001. Data collection was carried out through the classification of targeted firms into two separate categories, certified and noncertified organizations. The classification of firms was conducted to enrich the understanding from two different perspectives. A total of 72 responses, from companies ranging in size from large to small, and in both the private and public sectors, were analyzed using the descriptive and multiple correspondence analysis (MCA).

Findings

The data analysis showed that the limited implementation of ISO 9001 certifications could be due to several internal and external factors such as the relatively low awareness level of the certification and guidelines, and the inconsistency of understanding the certification purpose. The benefits focused solely on improving the quality of systems efficiency and increasing quality awareness, and not on internationalization.

Research limitations/implications

The findings of this work provide the groundwork for decision-makers to understand the drivers and challenges of ISO 9001 to plan corrective actions and contribute to promote and increase the number of certified organizations in similar countries and economies. While the data in this study were collected in the context of one country, the methodology and framework used in this study can be utilized by other researchers to collect data in similar countries with a low number of ISO 9001 certifications.

Originality/value

This research is one of the very few that addresses the limited implementation of ISO 9001 in the Middle East and North Africa region and Yemen in particular.

Identification of barriers to synergistic implementation of TQM-SCM

Purpose

The study aims at finding out major barriers for synergistic adoption of TQM-SCM in the medium- and large-scale manufacturing organizations in India. All these barriers create hurdles for the organizations as well as supply chain partners in improving their business performance. The study is a blend of theoretical and practical frameworks, which will focus on key barriers leading to interrupt the successful synergistic implementation of TQM-SCM in manufacturing organization.

Design/methodology/approach

Firstly, survey of 116 Indian organizations has been carried out to identify barriers that hinder successful implementation of TQM-SCM. Afterward, VIKOR approach was proposed to rank the major barriers of TQM-SCM implementation in Indian manufacturing organizations.

Findings

Identification of barriers to synergistic implementation of TQM-SCM in the manufacturing industry of India, ranking of these barriers in terms of their severity.

Originality/value

The adoption of TQM-SCM on synergistic basis is still in its early stages in India. To the authors’ knowledge, this is the first study that is designed to prioritize barriers responsible for hindering successful synergistic implementation of (TQM-SCM) in Indian manufacturing industry. Further, the results of the study will be helpful for managers in order to prepare action plans to overcome the hurdles to TQM-SCM implementation.

Quantifying the relationship between latent variables after successful implementation of QM practices in MSMEs

Purpose

The purpose of this paper is to explore the relationship between latent variables, i.e. human resource management (HRM) effectiveness, quality cost (QC), and firm performance (FP) for the successful implementation of quality management (QM) practices in micro, small and medium enterprises.

Design/methodology/approach

The data analysis is accomplished in three steps: in the first step, factor analysis was conducted to extract the latent variables representing key QM practices. In the second step, a descriptive analysis (cross-tabulation) was performed to examine the current situation and association between key QM variables and firm size. In the third step, to test the research hypotheses based on latent constructs, structural equation modelling (SEM) has been used.

Findings

The percent point score shows that there are substantial improvements in all organisational aspects after successful implementation of QM practices. The χ2-test revealed that only three domains namely employee participation, recruitment and retaining and supplier relationship are having a significant variation with respect to the firm size. The SEM results show that HRM effectiveness has a direct and positive relationship with FP, whereas QC has a negative association with HRM effectiveness and FP.

Originality/value

Managers will know which aspect they must consider seeing as an indicator of QM practice in their company(s). Out of the three identified latent constructs first will help to create an efficient human capital, whereas the second will help for addressing extra cost due to poor quality. Finally, the third latent variable will show the effectiveness of these two and will assist in evaluating firm’s performance.

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.

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.

Identification and prioritization of barriers to total quality management implementation in service industry

Purpose

– Despite the potential benefits of total quality management (TQM) articulated by quality experts and practitioners, these benefits are not easy to achieve in practice. Many service industries have found difficult to implement TQM successfully. The present study investigates and categorizes the barriers to a successful implementation of TQM program in the service industry. The purpose of this paper is to understand TQM barriers and prioritize their relative importance by ranking them in the service industry.

Design/methodology/approach

– Based on previously published literature on TQM barriers in service industry and after discussions with quality experts, this study utilizes a set of 12 barriers to TQM as identified by the authors of TQM barriers to accomplish the objectives of the present study. The 12 barriers were divided into three categories. These barriers were prioritized and ranked using an analytic hierarchy process (AHP) approach, a multi-criteria decision-making process.

Findings

– In this research, the category “managerial issues” was found to be the most important, followed by “people-oriented issues” and “organizational issues” based on their priority weights. The results have also highlighted that the barrier “lack of communication” was the most significant among all the other barriers. It was followed by “lack of top-management commitment,” “employee’s resistance to change,” and “lack of coordination between departments.” The least significant barrier was “high turnover at management level.”

Practical implications

– The study ranks the barriers, from the most important to the least important, which will allow managers and practitioners in the service industry to decide which barriers they need to pay attention to and work on for a successful implementation of TQM.

Originality/value

– The strength of this study is the development of a comprehensive model for the investigation and prioritization of barriers that the service industry experiences when implementing a TQM program. Presenting TQM barriers in the form of AHP-based model and categorizing barriers is a new effort in the area of TQM.

MBNQA criteria used in the GCC countries

Purpose

Quality criteria of The Malcolm Baldrige National Quality Award (MBNQA) have been used as a standard for organisational self‐assessment and benchmarking. The threefold purpose of this paper is: to analyse the individual weights of the MBNQA criteria for organisations of the construction and the manufacturing industry within the GCC (Gulf Cooperation Council) countries in order to create a basis for self‐assessment and benchmarking; to identify differences of criteria importance between the construction and the manufacturing industry (external alignment) in order to identify challenging areas on TQM when two organisations from the respective industries collaborate; and to compare the perspectives of project managers with those of quality management representatives (internal alignment) in order to identify challenging areas on an organisation's TQM caused by not aligned or contradicting perspectives.

Design/methodology/approach

Questionnaire based in‐depth interviews of GCC project managers and quality management representatives were analysed using a fuzzy analytical hierarchy process (AHP) to calculate the weights and subsequent ranking of seven quality criteria.

Findings

When compared to the original weights of the MBNQA criteria, the “results” criterion was found to be ranked the same. However, clear differences were identified regarding the criteria “leadership” and “measurement/analysis”. The differences between the two analysed industries were not significant, whereas project managers and quality management representatives have clearly differing views on all seven criteria.

Originality/value

First, the analysed ranking of MBNQA quality criteria in the GCC countries gives organisations of the construction and the manufacturing industry a benchmark for comparison with their ranking of the MBNQA criteria. Second, clients may assume a common and hence strong basis for TQM when organisations belonging to the construction industry collaborate with organisations belonging to the manufacturing industry. Third, the organisations’ internal communication between project managers and quality management representatives needs to be improved in order to pursue common TQM goals effectively.