A study of total quality management and supply chain management practices

Redefining supplier selection in healthcare sector: a novel framework for supplier classification

PURPOSE

This paper aims to delve into the critical aspect of supplier selection in the healthcare sector, emphasizing the significance of strategic sourcing in enhancing operational efficiency and quality of services. The primary aim is to develop a comprehensive framework for supplier evaluation that aligns with the unique requirements of hospitals, ultimately improving procurement processes and patient care outcomes.

DESIGN/METHODOLOGY/APPROACH

The study leverages the renowned Carter's 7 C model as a foundational framework for supplier assessment, supplemented by insights gathered from interviews with experts in the New Product Introduction, Purchasing and Procurement departments of a leading hospital in India. Data collection involved a combination of primary interactions through Google Forms and secondary data extraction from Purchase Inquisition Brochures and Hospital Information Systems. The weighted average method was employed to determine the significance of various criteria based on expert recommendations, ensuring a fair and consensus-driven evaluation process.

FINDINGS

Through the synthesis of expert inputs and data analysis, the study unveils a nuanced set of criteria weights that guide supplier selection decisions in the healthcare setting. The research highlights the dynamic nature of supplier evaluation criteria, underscoring the importance of tailoring assessments to suit the specific needs of each hospital. By emphasizing effective communication, technological advancements and collaborative supplier relationships, the study underscores the potential for strategic supplier selection to optimize supply chains, drive innovation and enhance patient care delivery in the healthcare sector.

RESEARCH LIMITATIONS/IMPLICATIONS

The framework for supplier selection in the healthcare sector has limitations, including limited generalizability, subjectivity in expert opinions and a static framework. The framework assumes the constant importance of selection criteria over time, which could be affected by dynamic changes in the industry. Its focus on the healthcare sector may require adaptation to other sectors.

PRACTICAL IMPLICATIONS

For hospitals, it also supports cost optimization by focusing on critical variables like cost efficiency and quality. For suppliers, the framework provides clear expectations, performance benchmarking and collaborative growth. It encourages performance benchmarking and encourages collaboration between the hospital and its supply chain partners. The framework is a replicable model that can be adapted by other hospitals or organizations to optimize supplier selection processes. It promotes standardization in supplier evaluation, fostering consistency across the sector. For patients, the framework improves care delivery by ensuring reliable access to high-quality supplies and services.

ORIGINALITY/VALUE

This research intends to provide a novel framework for the classification of suppliers in the healthcare sector for operational excellence which enhances the strategic sourcing decision in the domain.

Lean manufacturing and firms’ financial performance: the role of strategic supplier partnership and information sharing

Purpose

The purpose of this paper is to examine the mediating role of strategic supplier partnership and moderating role of information sharing (IS), in the relationship between lean manufacturing and firms’ financial performance (FP).

Design/methodology/approach

Utilizing the contingency approach, this study develops a research model to validate the proposition that a proper integration of supply chain (SC) practices enhances the financial performance of the firm. The study uses data from one hundred and fifty-seven manufacturing firms. The results are generated on structural equation modeling (SEM) using AMOS software.

Findings

The study finds that strategic supplier partnership partially mediates the relationship between lean manufacturing and FP, whereas, empirically, it could not demonstrate that IS significantly moderates the relationship between lean manufacturing and FP.

Practical implications

The paper theoretically develops logic for and empirically shows that strategic supplier partnership is an appropriate practice for mediating the impact of lean manufacturing on FP.

Originality/value

This strategic supply chain integration contributes to theory and demonstrates that SC practices’ correct synchronization and orchestration may realize superior FP. In addition, this research provides a sustainable strategic SC model that creates value and provides a competitive advantage for firms in the long term.

Assessing sustainable tourism development through service supply chain process maturity and service quality model

Purpose

This study aims to propose a framework for identifying and measuring the gaps between evaluation and goal setting in service supply chain (SSC) processes towards planning and development of sustainable tourism aligned with the firm's real conditions and capabilities.

Design/methodology/approach

By the concept of the service quality gap model, the existing gaps between auditors' evaluation and the managers' goals in SSC processes maturity were examined. Then, each of the designed gaps was measured considering the goals addressed by managers’ and auditors' evaluation. Finally, the strategy and priority of sustainable tourism planning and development were determined based on importance–performance analysis (IPA).

Findings

The gaps caused by the expectations and perceptions of the firm about the dissatisfaction of managers regarding their addressed goals and the evaluation of auditors in the planning and development of sustainable tourism can be classified into three categories of goals gap, assessment gap and main gap. To improve the performance of the firm in each of the evaluation criteria under the results of IPA analysis, solutions were provided.

Practical implications

Realistic evaluation and recognition of the capabilities of the organization's processes through the proposed framework can be effective in goal setting and sustainable tourism development policies.

Originality/value

The framework proposed in this study can be a suitable approach for the balanced growth of all aspects of the firm in planning and developing sustainable tourism and helps firms in setting the right and logical goals.

An innovative maturity model to assess supply chain quality management

Purpose

This paper aims to present and discuss an innovative maturity model (MM) to assess supply chain quality management (SCQM). The SCQM MM can be used to guide organizations in the development and improvement of quality in their supply chains (SCs). Additionally, this paper intends to better understand that integration and its impacts on organizational performance.

Design/methodology/approach

The proposed MM was developed based on an exhaustive literature review of the most relevant MMs developed in the areas of quality management, supply chain management and other relevant domains.

Findings

The proposed MM consists of a matrix with 100 criteria organized in five organizational dimensions and five maturity levels, embracing the most relevant SC issues and describing a progressive path towards a state of full maturity.

Originality/value

It is an innovative tool useful for both academic experts and practitioners to integrate quality management across the SC, thus promoting and improving organizational performance from an integrated and sustainable perspective.

Aligning operational practices to competitive strategies to enhance the performance of Indian manufacturing firms

Purpose

The main purpose of this study is to understand how collective operational practices are adapted or stimulated by a firm's competitive strategy.

Design/methodology/approach

This study employed a data set drawn from 124 plant managers and directors of Indian manufacturing firms. Multiple regression was used to examine the impact of operational practices of lean, total quality management (TQM) and supply chain management (SCM) within competitive clusters of cost leadership, differentiation and focus strategy.

Findings

Results of the study show that the pattern of impact of operational practices on firm's performance varies according to type of the competitive strategy employed. All the three competitive strategy clusters have reported that TQM is the most important trigger for Indian manufacturing firms with relative effect of TQM practices on firm's performance being higher than that of lean and SCM practices.

Research limitations/implications

Cross-sectional data from Indian manufacturing firms were used, and it would be interesting to test the analytical framework of the study for more sectors and countries. Future studies can take a longitudinal research approach to strengthen the findings of the study.

Practical implications

The findings explain how operational practices are aligned with competitive strategies for practitioners so that they can assign limited resources to build diverse operational capabilities based on their strategic choices.

Originality/value

Although very few classical studies are reported in various contexts involving competitive strategy, operational practices and firm's performance, no existing study focuses on how these three domains are linked together in the context of Indian manufacturing sector.

Fifteen years of international journal of productivity and performance management (2004–2018)

Purpose

International Journal of Productivity and Performance Management (IJPPM) is one of the prominent journals publishing on general management with a particular focus on performance management and productive sciences. The objective of this study is to provide an academic structure overview of the journal between 2004 and 2018 using bibliometric tools.

Design/methodology/approach

Data used for this study were extracted using the Scopus database. Bibliometric analysis using several bibliometric indicators are adopted to know the major trends and themes of the journal. Mapping of bibliographic data is carried using VOSviewer and Gephi software.

Findings

Authors: Most of the IJPPM contributors are affiliated to the UK and India. Journal Performance: It is gaining pre-eminence in terms of total citations as well as CiteScores. Main themes: Major themes published in the journal are “performance management”, “productivity”, “six sigma”, “lean” and “supply chain management”.

Originality/value

IJPPM's growing influence in the scientific community has generated the interest to analyse the journal's publication and growth pattern. Moreover, no such retrospective bibliometric study for IJPPM is conducted so far.

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.

The effectiveness of quality awards on the company's performance – the case of Iran's national quality awards

Purpose

The purpose of this study is to clarify the relationship between getting quality awards by companies and their financial performance in Iran's business.

Design/methodology/approach

In the first step, the relationship between awards scores and financial performance by canonical correlation analysis was examined. Then, binary and multinomial logistic regression was used to determine the degree of impact of each financial performance measure on getting quality awards. Finally, two forecasting functions were explored: the probability of achieving quality awards and the probability of achieving different levels of these awards.

Findings

Based on the analyzed data of 112 companies through canonical correlation analysis, there was a weak relationship between financial performance and getting quality awards. Also, by using logistic regression, no result was found to prove the impact of financial performance measures on getting Iran's national quality awards. It can be concluded that conceptually, deployment of excellence organizational models will not result in favorable outcomes, especially in the financial scope. Also, practically, excellence models have not been well deployed in Iranian companies, or these models do not fit to Iran's business environment. Organizational culture may not be consistent with quality.

Originality/value

Quality awards are given to qualified companies following the establishment of models of excellence such as the European Foundation for Quality Management (EFQM). The main novelty of this research is to clarify the relationship between getting quality awards by companies and their financial performance in Iran's business.

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.

Supply chain quality management and organizational performance

Purpose

Supply chain quality management (SCQM) has gained less attention in the Arab world, and there is a clear dearth in existing research on this topic, particularly in service organizations. Therefore, the purpose of this paper is to propose a conceptual framework for investigating the impact of SCQM and associated indicators on organizational performance (OP).

Design/methodology/approach

Empirical data have been collected through a survey distributed to a sample of major telecom companies in United Arab Emirates (UAE). To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 248 respondents of telecom companies.

Findings

The empirical data showed that SCQM practices are significantly correlated with innovation and operations performance. Statistical analysis through SEM also revealed that customer satisfaction has highest direct impact on OP.

Research limitations/implications

External factors (government regulations, policies and culture) also affect the SCQM practices. Hence, future work should incorporate these parameters as well.

Practical implications

This is a contribution to the continuing research into SCQM, giving supply chain managers and designers a practical way for measuring and implementing SCQM practices across service supply chains.

Originality/value

The contribution of this research, through successive stages of data collection, measurement analysis and refinement, is a set of reliable and valid framework that can be subsequently used in conceptualization and measuring quality of service supply chains.

Standardized management systems and risk management in the supply chain

Purpose

The purpose of this paper is to determine the impact of standardized management systems (ISO 9001, ISO 14001, ISO 22000 and ISO 28000) on minimizing selected aspects of risk in the supply chain.

Design/methodology/approach

A questionnaire was used to explore this topic. Respondents were divided into two group regarding organization type – logistic service providers and focal companies. Basic data analysis was based on descriptive statistics and on analysis of variance with organization type as a stratification factor. Deeper data analysis was based on factor analysis with principal component analysis and varimax rotation with Kaiser normalization.

Findings

Research shows that standardized management systems turn out to be useful in supply chain risk management (SCRM) regardless of the role that the organization plays in the supply chain. However, the strength of their positive impact varies. There were few respondents among logistic operators who were low in assessing the legitimacy of implementing standardized management systems in the examined context. Having this in mind, especially representatives of logistic operators with a limited budget should consider making the decision to implement standardized management systems.

Practical implications

The obtained research results may be helpful for managers who consider to implement standardized management systems in the context of using obtain guidelines to develop procedures to improve supply chain management and ensure the repeatability of ongoing processes.

Originality/value

Although the number of studies on the SCRM increases, it is worth noting that in the literature there is still a lack of research and studies addressing the impact of standardized management systems on SCRM (especially from the perspective of organizations with various functions in supply chains such as focal companies and logistic service providers). Therefore, there is a need for comprehensive research in this area. According to the authors, the study carried out, at least to some extent, will fill this gap.

Assessing the synergy status of TQM and SCM initiatives in terms of business performance of the medium and large scale Indian manufacturing industry

Purpose

The purpose of this paper is to develop an insight into the prevalent quality and supply chain practices adopted in the contemporary Indian manufacturing industry, and compare business performance measurements between transfusion of total quality management (TQM)–supply chain management (SCM) companies and only SCM implementing companies.

Design/methodology/approach

To meet the goals of this work, i.e., to ascertain contributions made by TQM–SCM practices, a reasonably large number of Indian manufacturing organizations have been extensively surveyed, through a specially designed TQM–SCM questionnaire. And the design of TQM–SCM questionnaire has been finalized through extensive literature review. Finalized TQM–SCM questionnaire was sent to around 720 industries that are implementing TQM and SCM with other related lean manufacturing practices.

Findings

The leading Indian manufacturing organizations have taken proactive initiatives to effectively improve the manufacturing by transfusing various lean manufacturing philosophies like TQM, SCM, TPM, 5S, Six Sigma, etc., for realizing enhanced manufacturing performance. The study reveals that Indian entrepreneurs have been reasonably successful in improving the business performances in the organizations by implementing combination of TQM and SCM, as TQM support to SCM is much effective and this improvement initiative has significantly contributed toward enhancing the overall manufacturing performance.

Practical implications

Synergy of TQM and SCM in the context of Indian manufacturing industry has been proved beneficial in terms of competitive image as well as business performance. Therefore, the whole Indian manufacturing entrepreneurs must continue to make an earnest effort in their endeavour to realize enhanced competitiveness through synergizing different business improvement initiatives. A major implication is that only SCM implementing companies should develop their supply chain through synergy of TQM–SCM after analyzing the business environment and their future plans.

Originality/value

Much of the attention has been given to TQM practices and SCM practices, and very few studies have been undertaken to integrate TQM and SCM practices. But as far as the authors know till now there is no study undertaken to analyze synergy status of TQM and SCM and then comparing with only SCM implementing companies in India for medium- and large-scale manufacturing class. Therefore, this study compares the transfusion of TQM–SCM with only SCM companies and can be, thus, treated as filling a gap in the extant literature. Therefore, the findings of this research paper will contribute to future research.

The Effect of Lean Manufacturing on a Supply Chain Relationship and Performance

This study aims to explore the impact of lean manufacturing (LM) or transaction-based supply chain management (SCM) on a supply chain relationship (SCR) and supply performance (SP) in manufacturing industries in Thailand. The measurement instruments for LM, SCR, and SP were developed from comprehensive literature reviews, verified by experts, and statistical techniques to assure reliability and validity. The hypothesized model was tested with path analysis of structural equation modeling. It was found that the set of LM, SCR, and SP frameworks were reliable and valid for Thai manufacturing industries. LM had not only a direct effect on the SCR and SP but also an indirect effect on the SP through the SCR. The SCR also had a direct impact on the SP. This paper presents insights into the debate concerning the impact of transaction-based SCM on relationship-based SCM and SP.

Strategic impact of SCM and SCQM practices on competitive dimensions of Indian manufacturing industries

Purpose

The purpose of this paper is to evaluate the capabilities of total quality management (TQM) and supply chain management (SCM) and extract various significant factors which influence the implementation of SCM alone and synergy of both TQM–SCM in terms of business performance of Indian medium and large scale manufacturing industry.

Design/methodology/approach

In the present study, 116 Indian manufacturing organizations have been extensively surveyed to ascertain the inter-relationships between various success factors and competitive dimensions of SCM alone and for combined approach (TQM–SCM), through different statistical techniques. Further, to evaluate the significance of time period on competitive dimensions, two-tailed t-test has been deployed. Finally the discriminant validity test has been applied to extract highly successful and moderately successful organizations for both approaches.

Findings

The study compares the contributions played by only SCM initiatives and combined approach (TQM–SCM) initiatives toward realization of significant improvements of various competitive dimensions of Indian manufacturing organizations. Finally, this study reveals that synergistic relationship of TQM and SCM paradigms can be more helpful as compared to only SCM initiatives for Indian manufacturing industries to enhance overall business performance.

Originality/value

TQM and SCM are considered as performance improvement techniques by the manufacturing organizations. The present research work establishes that combined (TQM–SCM) initiatives have effectively contributed for realization of significant competitive dimensions, progressively from introduction to maturity phases. So, the study stresses upon the need for improving coordination between various manufacturing parameters as well as competitive dimensions of TQM and SCM paradigms to enjoy higher potential of business performance.

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.

Modeling Deming’s quality principles to improve performance using interpretive structural modeling and MICMAC analysis

Purpose

The purpose of this paper is to study the 14 principles of Edwards Deming and create significant relationships between them. No research has been reported on the implementation of Total Quality Management (TQM) using Deming’s 14 principles. To fill this gap, Interpretive Structural Modeling (ISM) and MICMAC analysis have been developed to understand mutual interactions among variables and find both the dependence and driving power of these variables.

Design/methodology/approach

The research paper discusses a blend of practical applications and introduces a theoretical framework. An ISM-based methodology is used to study and examine interactions between identified variables, while MICMAC analysis is used to identify the dependence and driving power.

Findings

This research utilizes Deming’s 14 quality principles, with experts from academia and industry consulted to identify contextual relationships among variables. The result shows that the stated principles “take action to accomplish the transformation,” “institute training,” “encourage education to employees” and “institute leadership” are strategic requirements, while “drive out fear,” “break down barrier between staff areas” and “eliminate numerical quotas” are tactical requirements. “Adopt the new philosophy,” “create constancy in improvement of product and service” and “cease dependence on mass inspections” are operational requirements for TQM applications.

Originality/value

An ISM-based quality framework, dependence power and driving power of variables using MICMAC analysis have been recommended to the service and manufacturing industry as a new focus area in the implementation of TQM.

Synergetic success factors of total quality management (TQM) and supply chain management (SCM)

Purpose

The purpose of this paper is twofold: first, to present a set of critical factors for total quality management (TQM) and supply chain management (SCM) practices through an extensive literature review; and, second, to identify the relationships among them by comparing the identified TQM and SCM practices in order to explore the concept of supply chain quality management (SCQM).

Design/methodology/approach

To meet the goals of this work, a review of published quality research papers was carried out. For this, the authors identified papers on TQM and SCM practices and observed how these practices improve the business performance of organizations. Further, on the basis of identified practices, a conceptual model of SCQM was developed.

Findings

The results presented a set of six critical factors each for TQM and SCM practices. Further, it was found that management support and commitment, customer focus, information and supplier partnership are the most common practices found in both TQM and SCM practices. The integration of TQM and SCM (SCQM) throughout the supply chain has the strongest impact on the organizational performance.

Research limitations/implications

The study used data from various research papers of reputed journals which considered the study of India’s manufacturing industry as well as other countries, which may not provide a clear picture. However, this can be overcome by applying the findings of this paper to collect data from Indian manufacturing industry in future studies.

Practical implications

Indian manufacturing industry can improve its competitive image through the synergy of TQM and SCM. The result of this paper will help in providing a greater understanding of identified TQM and SCM practices that will lead to the successful implementation of TQM and SCM strategies to enhance business performance in terms of the improved levels of customer service.

Originality/value

Much of the attention is given on TQM and SCM practices, and very few studies have been undertaken to integrate TQM and SCM practices. But as far as the authors know, there is no study undertaken to integrate TQM and SCM practices in India for the manufacturing class. Therefore, this study compares TQM and SCM practices and considers their integration and can be thus treated as filling a gap in the extant literature. Therefore, the findings of this review paper will contribute in future research.

Assessing the individual and synergistic effects of quality management practices on operations performance

Purpose

Quality management (QM) practices have long been suggested as a package to improve the quality performance of a company. Yet, empirical studies offered little support of this perspective as only a small set of QM practices were found to be conductive to quality improvement. By taking a new approach, the purpose of this paper is simultaneously evaluate the individual and synergistic effects of several key quality practices on operations performance.

Design/methodology/approach

Survey data were collected and used to test the proposed hypotheses. Hierarchical regression analyses were performed to assess the magnitude of synergistic effects and individual effects.

Findings

It is found in this study that the synergistic effects across QM practices are substantial in enhancing all operations performance dimensions whereas individual effect varies for different performance goals.

Originality/value

This study makes theoretical contributes to the field of QM by providing empirical support of the interdependence assumption of QM practices and resolving the inconsistent findings. Practically, the results suggest that in-depth implementation of various QM practices simultaneously can be highly effective to achieve performance improvement on all accounts. In addition, the positive additional individual effects also open up a firm’s strategic choices of where to focus the resource investment in the adoption process as long as the strategic focus can justify its contribution toward the desired performance goals.

Impact of service quality on satisfaction and loyalty at manufacturer-distributor dyad

Purpose

The purpose of this paper is to investigate the role played by service quality (SQ) in manufacturer–distributor working partnerships in the context of Indian small and medium enterprises (SMEs), and present two models which propose and validate that contributions toward SQ, made by both the manufacturing unit and distribution firm lead to satisfaction which consequently results in business-to-business (B2B) loyalty.

Design/methodology/approach

The research design for this study includes a combination of literature review, exploratory interviews with a focus group and a questionnaire survey conducted through interview schedule from 101 information rich and willing respondents working in SMEs of northern India.

Findings

The paper brings out scales foe measuring organizational (internal) and distributor (external) SQ. Further, two models using structural equation modeling are developed. Model-I examines the effect of organizational SQ on distributor SQ. Model-II examines the impact of distributor SQ on satisfaction and loyalty and also tests a set of four propositions related to their working relationship. The models are empirically tested and are found to be fit.

Research limitations/implications

Future researchers may validate these scales, and empirically test the proposed models in alternate settings. Insights derived from this study may be transferred to other partnerships, which may exist in a manufacturing supply chain including suppliers, employees, retailers and end consumers.

Practical implications

This study would be of interest to SME practitioners interested in improving SQ with their distributors. The study also finds support for strengthening collaborative relationships with B2B partners to achieve a win-win situation.

Originality/value

There are very few empirical studies that measure SQ w.r.t. distribution function in SMEs and the concept is in nascent stage, especially in Indian setting.

ISO 9001 and Supply Chain Integration Principles Based Sustainable Development: A Delphi Study

Driven by the increasing stakeholder and societal pressures, organizations and supply chains face the multi-dimensional challenges of not only integrating economic, environmental and social agendas into their management systems but also driving continual sustainability performance improvement. Aiming to support organizations in this sustainable development challenge, this paper explores the strategic management principles of ISO 9001 and supply chain integration from the lens of triple bottom line sustainability. Derived from theoretical synergies, a conceptual framework for integration, measurement, and improvement of triple bottom line sustainability is constructed and a business diagnostic tool introduced to facilitate the implementation of the framework. The developed conceptual framework and diagnostic tool are verified through an expert panel-based Delphi study and positive relationships formulated between the management principles of ISO 9001, supply chain integration and sustainability management. The facilitating and catalyzing role of quality management and supply chain management principles for integration and improvement of organizational sustainability is outlined.

Mediating role of process simplification in process integration and upstream supply chain flexibility

Purpose

The purpose of this paper is to investigate the mediating role of process simplification on the relationship between process integration and upstream supply chain flexibility in Indian automotive organizations.

Design/methodology/approach

The three-step mediation analysis was performed using SPSS macro PROCESS to assess the mediating role of process simplification on the relationship between process integration constructs: top management commitment and supplier relationship; and upstream supply chain flexibility.

Findings

The results indicate a complete mediation effect of process simplification between supplier relationship and upstream supply chain flexibility, while partial mediation effect is noticed between top management commitment and upstream supply chain flexibility.

Practical implications

For Indian automotive managers, the study suggests that for improving the upstream supply chain flexibility, organizations must have a strategy towards improving the simplification of supply chain processes by upgrading technology and providing training to their suppliers. This understanding will help the automotive managers to simplify their upstream supply chain processes for gaining competitive positioning and maximizing the organizational profit.

Originality/value

This study has considered the mediating role of process simplification (a relatively less studied variable) specifically in the context of its impact on upstream supply chain flexibility. Also, the presented study explores this role in the Indian automotive domain which further enhances its value for both practitioners and researchers alike.

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.

Interpretive structural modeling for integrating quality management in manufacturing and service counterparts

Purpose

The purpose of this paper is to identify and rank the contextual relationship among the quality management (QM) constructs for manufacturing and its related service organizations providing integrated value bundles, which has got limited research attention.

Design/methodology/approach

The QM constructs of manufacturing and services are selected by performing the citation analysis. Studies related to manufacturing and service are selected by reviewing their citations index in the three major research databases namely ProQuest, Scopus and Google Scholar. The subjective responses from both industry and academia are taken in order to gain better understanding of the contextual relationship among the QM constructs. Finally, an integrated model is proposed using Micmac analysis and Interpretive Structural Modeling (ISM).

Findings

The citation analysis lead to identification of 12 QM constructs: top management commitment, supplier relationship management, human resource management, strategic focus, customer focus, quality of information sharing, process management, servicescape, employee involvement, service quality, supply chain flexibility and customer satisfaction. The expert opinions of executives in the automotive industry and academia resulted in the development of contextual relationships among the identified QM constructs for the development of an ISM model, which is a major contribution of this study.

Originality/value

The unique focus of this study is on analyzing the contextual relationship among QM aspects in manufacturing and services as clubbed offering. The researchers in the existing literature have so far differentiated between manufacturing and services but this study integrates the QM constructs for manufacturing and its associated services through expert feedback and proposes an ISM model.

Supply chain management practices and firms’ operational performance

Purpose

The purpose of this paper is to provide an empirical evidence about the relationship between practices of supply chain management (SCM) and operational performance (OP).

Design/methodology/approach

Based on a comprehensive literature review, a set of SCM practices has been identified and selected to develop a conceptual model as well as to establish their relationship to companies’ OP. The measurement scales of the practices were developed in four steps: identification and development of initial instrument; personal interviews and Q-sort; large-scale data collection; and large-scale analysis in order to ensure unidimensionality, reliability and validity. Structural equation modeling was used to validate the model with the data were collected in Vietnamese garment enterprises.

Findings

The study consolidated relationships between the SCM practices and OP. According to the research results, these practices have a “resonant” influence on OP that can explain 52.6 percent variance of this output concept. In particular, customer focus and supplier management both direct and indirect impact on OP while top management support and process control/improvement only have indirect and direct influences on OP, respectively.

Research limitations/implications

There are some limitations that can guide academics to new lines of future research: to extend the scope of the survey to include different countries and new situations, so results can be generalized; to consider the impacts of the SCM practices on the entire supply chain performance; and to explore additional factors that can further explain OP, such as operational environment, capital, technology, human resource, etc.

Practical implications

The authors suggest that the SCM practices should be implemented as an integrated system rather than independent practices, in which they interact with each other and improve OP.

Originality/value

The empirical results of this study provide an evidence to consider the SCM practices as reliable predictors for OP. According to the research, these practices interact with each other and have both direct and indirect effects on OP. In other words, through the mutual interaction among the SCM practices, they have the “resonant” influence on improving OP. Moreover, the proposed research model analyzing the relationship among SCM practices and OP and its validation using the Vietnam garment industry provided valuable insights both from theoretical and practical perspectives.

Identifying the critical determinants of TQM and their impact on company performance

Purpose

The purpose of this paper is to enrich the existing literature by determining the underlying structure (latent factors) of total quality management (TQM) practices and their impact on company performance outcomes in the Greek hotel industry.

Design/methodology/approach

The research questions were examined using a sample of 153 top-and middle-level hotel-quality managers. Exploratory factor analyses, coupled with multiple linear regression analyses, were used to examine the extent to which elements of TQM influence hotel performance.

Findings

The TQM factors revealed by the present empirical research in the hotel industry are the quality practices of top management, strategic quality planning, employee quality management, customer focus and employee knowledge and education. On the other hand, the performance dimensions revealed through the present study are summarized as: financial performance, customer focused performance and service quality performance. The results also confirmed that most of the TQM elements are antecedents of hotel business performance.

Practical implications

Hotel managers/owners using reliable and valid frameworks comprising TQM practices and performance outcomes may better address their efforts by choosing whether to invest in company refurbishing or better train their personnel to maximize hotel performance.

Originality/value

The purpose of this study is to enrich the existing literature by identifying and confirming the enablers and outcomes of TQM specifically within the hospitality industry. Moreover, the relationship between the implementation of TQM practices and superior company performance is also examined due to the past contradictory results regarding this matter.

Adopting total quality management to enhance service delivery in medical records

Purpose

The purpose of this study is to determine the extent to which total quality management (TQM) initiatives can improve the quality of services delivery at the medical records unit of the Korle-Bu Teaching Hospital (KBTH) to help meet the expectations and aspirations of patients and customers of the hospital.

Design/methodology/approach

This research adopted the survey strategy as its research design. The total study population consisted of 114 medical records staff of the KBTH. Questionnaires and personal observations were employed as the data collection instruments. The study recorded a response rate of 98 per cent. Data gathered from respondents were analysed in qualitative terms.

Findings

The overall finding of this study was that, although the medical records department of the KBTH had a fair degree of understanding on the benefits of TQM to records management service delivery, the exiting values for TQM did not meet the framework of good TQM practice, principles and standards.

Research limitations/implications

Even though the subjects for the study were from the biggest hospital in Ghana, the findings of this study may not be generalised to the whole country.

Practical implications

The study has demonstrated the need for the medical records department of the KBTH to have and develop good TQM standards to improve the quality of services to patients and varied customers of the hospital.

Originality/value

The literature reviewed indicated that this study is a maiden attempt to examine how TQM initiatives including sensitivity, customer satisfaction, commitment of top management, team work, effective leadership and participatory management, people development and effective and open communication can improve the quality of medical records service delivery at the KBTH in Ghana.

Supply chain practices

Purpose

– The purpose of this paper is to investigate the current level of supply chain practices (SCPs) in Indian manufacturing organizations.

Design/methodology/approach

– The 15 SCPs are identified based on the literature support and opinion of industry experts and academia, and data were collected from 292 organizations. Data were analyzed using the statistical package for the social science software to see the current level/penetration of SCPs in Indian manufacturing organizations.

Findings

– The practices, namely, organizational culture, customer relationship, information and communication technology, benchmarking and performance measurement, lean manufacturing, agile manufacturing, supplier relationship are highly penetrated practices in Indian manufacturing organizations. The practices, namely, outsourcing, information sharing, just in time manufacturing, green supply chain management are moderately penetrated practices, while the practices, namely, reverse logistics, postponement, vendor managed inventory, radio frequency are least penetrated practices in Indian manufacturing organizations.

Research limitations/implications

– Further study can be extended to see the of penetration practices applicable to service and agriculture sectors.

Practical implications

– The result of this paper will enable the organizations to identify and direct their focus on the areas that requires improvement. Also, the organizations will become more aware of the SCPs that will help in boosting up their performance and competitiveness and indirectly boost the growth and contribute to India’s economic development.

Originality/value

– This is the first kind of study which checked the level of selected SCPs in Indian manufacturing organizations.

The impact of total quality management on service company performance: evidence from Spain

Purpose

– The purpose of the paper is to explore the impact of total quality management (TQM) factors on performance dimensions of service companies.

Design/methodology/approach

– A research project was designed in the Spanish services sector. Companies that had already participated in activities with regard to business excellence were randomly selected and approached through a structured questionnaire, yielding a sample of 151 responding companies. By analyzing TQM implementation and company performance through the exploratory factor analysis, specific TQM factors and performance dimensions are extracted. The TQM factors that significantly influence the performance dimensions are determined through multiple linear regression analyses.

Findings

– According to the findings, the factors describing TQM implementation in service companies concern quality practices of top management, employee quality management, process management, employee knowledge and education and customer focus. Similarly, the performance dimensions revealed concern financial performance, operational performance, customer satisfaction and product/service quality performance. The TQM factors concerning customers, employees and top management significantly affect the performance dimensions.

Research limitations/implications

– The subjective data were collected from quality managers of a small-sized sample of companies operating in a European Union country and belonging to different services sub-sectors. Based on these limitations, future research studies are recommended.

Practical implications

– By focussing on specific TQM factors, a service company can improve its performance dimensions. In doing so, it can lay the foundations not only to survive but to be competitive in the current global scenario that is characterized by an economic downturn.

Originality/value

– This paper describes a reliable TQM model that can be implemented in the services sector and a means by which a service company can improve its performance.

TQM and business success

Purpose

– Prior studies by Salaheldin (2009) and Talib et al. (2011) have assessed the relationships between TQM critical success factors (CSF) and business results. The purpose of this paper is to build upon this research by considering the relationships between these CSFs and their sequencing during the implementation of TQM. Furthermore, the influence exerted by the maturity of TQM implementation on the link between instrumental drivers and performance is explored.

Design/methodology/approach

– The TQM drivers are clustered by means of three constructs: strategic enablers, tactical drivers and instrumental drivers and a model employed in which the strategic and tactical factors are treated as antecedents of the instrumental drivers. The direct effect of each cluster on business results and the indirect relationship of strategic and tactical factors via the mediating role of the instrumental drivers are assessed. These assessments use the partial least squares (PLS) approach which is a variance-based structural equation modeling technique using a sample of 113 Spanish organizations with experience of implementing a TQM program.

Findings

– The findings confirm the existing relationships among the CSFs and business performance identified by studies Salaheldin (2009) and Talib et al. (2011). However, the results reveal that instrumental drivers possess the highest variance explanation power over business performance outcomes and it is possible to identify a CSF implementation sequence that generates the greatest impact on business performance. Furthermore, the study was inconclusive with regard to the influence exerted by the number of years of TQM implementation on the link between the instrumental drivers and performance.

Research limitations/implications

– The first is related to organizational bias. It seems likely that those firms which are not satisfied with their TQM system performance would be less likely to be motivated to contribute to the development of this study. Therefore, the authors have included in the sample a higher proportion of “good” systems than is the case in the population at large. Second, although the authors provide evidence of causality, causality itself has not been proven. Third, this research relies mainly on perceptions and the authors only used a single method to elicit these perceptions. Finally, this research was carried out in a specific geographical setting (Spanish companies) and the authors must be cautious about generalizing these results in other contexts.

Practical implications

– This study offers a substantial number of practical implications. First firms’ managers should emphasize that continuous improvement, benchmarking and zero-defects mentality is a never-ending process. Especially, they should understand that reliable product/service design is critical to exceed the customers’ expectations, leading to improved business success. The results of this study should also lead managers to seeing a “return on investment” in their efforts to implement a TQM program by first, paying more attention on how to implement the instrumental factors, and second, avoiding the belief that the passage of time and experience-based learning will bring business performance enhancement and success on their own.

Social implications

– Although, the literature agrees that strategic factors are valuable assets and have a crucial role in the deployment of TQM systems, the study empirically validates this assertion. However, at the same time it shows that this impact on performance is stronger and much more significant by reconfiguring instrumental factors. This implies that strategic and tactical factors do have an effect on business success, but they do so indirectly, by reconfiguring and reinforcing instrumental factors that better fit the stakeholders’ needs and expectations.

Originality/value

– The results suggest the need to consider whether all the CSFs are equally relevant on the basis of their contribution to business success. For example, strategic enablers are generally considered to be of primary importance with tactical and instrumental drivers assuming a secondary position. The study challenges this view and highlights the role of instrumental drivers over strategic and tactical factors with the clear implication that managers should focus strongly on daily implementation tasks such as benchmarking, zero-defects mentality and continuous improvement processes in order to achieve good business performance outcomes.

The mediating effect of human resource on successful total quality management implementation

Purpose

– The purpose of this paper is to study the mediating effect of human resource (HR) between independent variables (i.e. leadership and quality culture (QC)) and successful total quality management (TQM) implementation for firm performance as dependent variable.

Design/methodology/approach

– In this paper, the authors have used exploratory factor analysis output as input for mediation statistics. The mediating regression analysis has been performed using exploratory factor analysis based on four steps technique proposed by Baron and Keene in the year 1986 to test the theoretical model.

Findings

– The mediation statistics output suggests that HR is a complete mediation between independent variables (i.e. leadership) and successful TQM implementation for firm performance and QC is having direct impact on firm performance without any mediation effect of HR.

Research limitations/implications

– Mediation regression has its own limitations. Satisfying four steps does not, however, conclusively establish that mediation has occurred and also there persists a measurement problem. The cross-ectional data is one of the present limitation of our present study. While this study was able to provide additional insight into leadership and QC of TQM and its relationship with firm performance, it also revealed areas that would benefit from further research.

Originality/value

– This study provides an insight into leadership together with right QC mediates with HR practices to help successful TQM implementation for firm performance on the basis of survey conducted among Indian manufacturing sector is unique contribution.

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.

An in-depth investigation on quality management practices in China

Purpose

– The purpose of this paper is to capture the up-to-date development of quality management (QM) programs in China’s manufacturing landscape. The study aims to gain understanding on the current state-of-the-art QM programs adopted by Chinese manufacturing companies. Furthermore, the study investigates the key drivers and organizational characteristics that may shape the decisions on QM program adoption.

Design/methodology/approach

– To gain a deep understanding of QM in China’s manufacturing landscape, in-depth interviews were conducted with production managers, quality managers, and/or executives of 12 manufacturing companies in four cities in China in May and June 2012. Each interview lasted about two hours and covered all aspects of QM in the business, including what quality programs are in place and why the business adopts and implements these programs. Grounded theory approach is used to conduct qualitative analysis on the interview transcripts using NVivo 9, a qualitative data analysis program.

Findings

– Two categories of QM programs adopted by Chinese companies emerged from the analysis, namely, QM systems and QM certifications. QM systems include Total Quality Management (TQM), Six Sigma, and Lean. QM certification includes ISO 9000 series standard certificates, ISO 14000 certificate, OHSAS heath certificates, government regulatory certificates, and industry certificates. The authors found while Six Sigma and Lean adoption is related to parent company requirement, TQM adoption is related to internal quality improvement and control, quality assurance, leadership ideology, culture, and employee commitment. QM certification adoption is significantly related to external drivers. Regarding the effect of organizational characteristics, the study reveals that while corporate governance and ownership influence parent company requirements as an adoption driver, industry, product, and market segmentation influence industry requirements and government regulations as adoption drivers.

Research limitations/implications

– The findings and proposed conceptual framework are based on qualitative data collected from 12 companies in four cities in China, which may be limited to represent and reveal every aspect of QM programs adopted in Chinese manufacturing industries. The findings provide theoretical propositions that can be verified using a large sample set in future studies. In addition, although the study identified a variety of QM programs adopted, how these programs are implemented warrants further investigation.

Practical implications

– This study gives a status update and in-depth investigation on the development of QM programs adopted in Chinese manufacturing companies. How internal drivers, external drivers, and organizational characteristics shape companies’ decision on program adoption were explored. The study results provide implications not only for companies that are involved in supply chains with operations in China, but also for Chinese domestic companies competing in global markets to have QM systems in place to ensure quality performance.

Originality/value

– This study used multiple case study approach and grounded theory approach to conduct in-depth investigation on the current state of QM landscape in China’s manufacturing companies. It contributes to the body of knowledge on QM programs in China by uncovering the linkages between program adoption, key drivers, and organizational characteristics in an integrated framework.

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.

Supply chain management, supply performance and total quality management

Purpose

– This study aims to assess the level of supply chain management practices (SCMP), total quality management practices (TQMP) and firm's supply performance (FSP) in the automotive industry in Thailand and investigate the differences across organizational characteristics on SCMP, TQMP and FSP.

Design/methodology/approach

– Based on an extensive literature review, the measurement instruments for SCMP, TQMP and FSP were developed and validated by experts, pilot test and various statistical techniques. Descriptive statistics were employed to examine the existences of SCMP, TQMP and FSP in the sample companies. MANOVA was applied to test the differences across company ownership, company size, tier in the supply chain and ISO/TS 16949 on SCMP, TQMP and FSP.

Findings

– The author found that the measurements of SCMP, TQMP and FSP are reliable and valid. The automotive companies in Thailand apply TQMP much more extensively than SCMP. Their SCMP still emphasize efficient flows of information and materials at operational level to minimize transaction cost. Overall, Japanese companies, large companies, first-tier suppliers and the companies with ISO/TS 16949 have more intensively applied SCMP and TQMP and achieved a higher level of FSP.

Research limitations/implications

– The distribution of paper-based questionnaires was a convenience sample. Although data from a sample of 211 companies were collected, only 19 percent of them provided more than one response. Future research should apply different random sampling methods and investigate the reasons for and ways to improve the low multiple-response rate.

Practical implications

– The findings are beneficial to the managers who want to improve SCMP, TQMP and FSP through organization management.

Originality/value

– This study is one of the first to assess the existence of SCMP and FSP and to study the differences across organizational characteristics on SCMP and FSP in the automotive industry in developing countries. The existence and differences across organizational characteristics on TQMP were also confirmed.