The structural relationships between TQM factors and organizational performance

How The TQM Journal has addressed “quality”: a literature review using bibliometric analysis

Purpose

This study investigates the overall publications of The TQM Journal since its inception with an aim to identify the trending topics and emerging trends.

Design/methodology/approach

The quantitative bibliometric and social network analysis techniques composed of keywords, co-occurrence network and keyword cluster detection are employed to conduct the investigation. A total of 968 papers published in The TQM Journal till August 2022 were sourced from the SCOPUS database to conduct the analysis.

Findings

The research identifies five themes from the published articles namely, customer service experience and satisfaction; quality management and organizational performance; quality measurement tools and models; quality and sustainable development; and quality and competitive advantage. The study also identifies the most significant articles, authors and countries published in the journal and shows that Industry 4.0 is the trending topic and quality 4.0 the new emerging trend in the journal.

Research limitations/implications

The analysis is carried out only for papers published in The TQM Journal till August 2022; those after this month are not included in the analysis. The outcome of this study is dynamic in nature and subject to change over time as more papers, citations and collaborations are added to the list.

Originality/value

This is the first article of its kind to explore The TQM Journal publications with an aim to identify trending and emerging topics and also the most valuable authors based on the number of publications and citations through the bibliometric analysis.

An Empirical Study of the Contribution of Total Quality Management to Occupational Safety and Health Performance in Saudi Organizations

Working to ensure a safe and secure work environment for workers and employees has become an essential component of achieving organizational excellence in modern organizations. Occupational safety and health (OSH) programs help in attracting and retaining the workforce and human competencies, thus improving the operational and organizational performance of these organizations. Total quality management (TQM) is a management philosophy adopted by successful organizations to achieve sustainable business performance. This study aims to assess the level of implementation of total quality management and occupational safety and health in Saudi organizations and investigates the relationship between total quality management practices and occupational safety and health performance. Data were collected from a number of random organizations during the period November to December 2021. Based on a sample of 99 valid responses, empirical results were obtained through descriptive and advanced statistical analysis, indicating that TQM practices and OHS are highly implemented in Saudi organizations. The statistical results also showed that TQM practices have a significant positive impact on OSH performance in the surveyed organizations. The seven TQM fundamental pillars and the five OSH program components can be considered as essential success factors and fundamental pillars for TQM implementation in organizations and for OSH performance improvement.

Recognizing the legacy of the TQM Journal: a bibliometric analysis of Scopus indexed publications (2008 - 2021)

Purpose

The purpose of this paper is to examine the trends in research published by the TQM Journal since its indexing in the Scopus database in 2008. The paper intends to offer a bibliometric analysis of the TQM Journal by highlighting the contributions made by the journal through citations, prominent authors, most frequent keywords and publications across geographical regions.

Design/methodology/approach

The study involved the use of descriptive and visual methods to examine the quantitative and qualitative features of the bibliometric data. The authors made use of Biblioshiny using R-Studio and VoS viewer user interfaces to perform various types of bibliometric analysis on the bibliomteric data of the journal extracted from Scopus database (the largest inter-disciplinary database in social sciences).

Findings

With 85% of cited documents having a total 12,079 citations, the TQM Journal is one of the most reputed and impactful journals in the field of performance, integrated management system total quality management and allied concepts. The publications in the TQM Journal have cited many top-rated journals relevant to the domain. Maximum contributions in TQM Journal are submitted by authors from Italy, India and UK. Major submissions made to TQM Journal have focused on the quality concepts relevant to production and manufacturing sector in particular. In this regard, the TQM Journal has a very bright scope in covering the diverse and latest trends across industries especially during pandemic and changes happening thereof. The contributions of the editorial team along with authors and reviewers are unmatchable in making the reputation of the TQM Journal.

Originality/value

To the best of knowledge of the authors, this is going to be first bibliometric study ever conducted on the TQM Journal on documents published in Scopus database. The work carried out is unique, as it is an attempt by authors to comprehend the legacy of the TQM Journal through bibliometric data and showcase the past trends and explore future directions for the TQM Journal.

Measuring Internet banking service quality: an empirical evidence

Purpose

This study aims to empirically develop a reliable and valid instrument measuring the online service quality in the context of the banking sector in India.

Design/methodology/approach

The methodological framework of this research comprises developing an instrument that is based on previous literature, qualitative and quantitative procedure. The study used the survey method and collected data via a well-structured questionnaire from a sample of active Internet banking users. The proposed instrument is identified by the data-reduction technique that is exploratory factor analysis (EFA), and validated through the confirmatory factor analysis (CFA).

Findings

The results confirmed that the digital banking service quality scale (DBSQual) contains 24 items in seven dimensions: (1) web architecture, (2) user friendliness, (3) efficiency of website, (4) reliability, (5) responsiveness, (6) security and (7) personalization. The relationship between digital banking service quality and e-customer satisfaction has also been found to be significant in this study.

Research limitations/implications

The results of this study do not find general application for different banks operating in the same sector in India. More testing of DBSQual is required across various different contexts for validity augmentation. In addition, findings would be more reliable if the non-Indian context could be taken into consideration. Thus, such limitations open a window for future research.

Practical implications

This study is quite fruitful for the banking organizations in measuring their online services, and enables them to implement their marketing and operational strategies more effectively and efficiently.

Originality/value

The contribution of this study is the development and validation of a new instrument that is DBSQual that contains seven determinants of customers' e-service quality perception, emphasis on measuring online service quality in the Indian banking sector. These determinants will offer banks a promising starting idea for establishing an effective quality management for their online businesses. They will be able to increase the opportunities by tapping themselves at a competitive edge.

What contributes to auditee satisfaction in external ISO 9001 audits?

Purpose

This study aims to explore factors that contribute to auditee satisfaction in external audit fieldwork of ISO 9001, and relationships between these factors.

Design/methodology/approach

The purpose is addressed through a single case study and based upon data collected by a questionnaire. Data were analysed using probabilistic graphical models.

Findings

An auditor's knowledge of operations is shown to be the single most important factor contributing to auditee satisfaction in the study. Furthermore, establishing a co-operative audit atmosphere and focussing on business improvements support the co-creation of value in the interaction between auditor and auditee, while a focus on ISO compliance appears to be more of a hygiene factor.

Research limitations/implications

This paper is based on a study of one company and its interactions with one of the certification bodies for external auditing. Hence, the generalisability of the findings is limited by the case study method.

Practical implications

This paper identifies that an auditor's knowledge of operations and a focus on improvements and co-creation of value can improve auditee satisfaction and appreciation of the audit process.

Originality/value

Previous research has concluded that audit fieldwork is a key attribute associated with auditee satisfaction. This paper adds to this body of knowledge by empirically examining the specific factors within audit fieldwork that contribute to auditee satisfaction and focuses on value-creation in the audit process. By understanding these factors and moving towards a service perspective on audits with value co-creation as focus, it is possible to enhance the value of external audits.

Implementing just-in-time inventory management to address contextual operational issues: a case study of a commercial livestock farm in southern Nigeria

Purpose

This research focuses on the implementation of Just-in-Time (JIT) inventory management, drawing on a case study of a commercial livestock farm located in a swampy area of southern Nigeria.

Design/methodology/approach

The research adopts a qualitative approach. Interviews and workshops were used for data collection.

Findings

Findings from the study reveal that the commitment on the internal organisational members and skilful collaboration with supply chain partners are required for effective use of JIT, especially in an odd contextual situation such as the case in this study. This also justifies the embraced of additional cost of securing JIT inventory management practices such as the situation in the case study organisation that could not allow conventional inventory management.

Originality/value

It is suggested for further research to consider the topic from a mixed method approach as well as extend the focus on the possibility of legal regulations and government support to exceptional operational practices among organisations, especially those in the context of the food production sector, where this research was based.

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.

Quality 4.0 – a measurement model using the confirmatory factor analysis (CFA) approach

Purpose

The disruptions caused by new-age technologies of Industry 4.0 are posing a formidable challenge to researchers, academicians and practitioners alike. Quality 4.0 that depicts the role of the quality function in the Industry 4.0 scenario must be comprehended so that the rudiments of Quality 4.0 are understood properly, and interventions can be made to embrace the new normal. As the literature on Quality 4.0 is extremely scarce, empirical studies are mandatory to augment the process of theory building.

Design/methodology/approach

The research work identifies 12 axes of the Quality 4.0 revolution based on literature review and insights from experts. Subsequently, a measurement model is formulated and an instrument to measure the level of Quality 4.0 implementation is developed. The measurement model has been checked for model fit, reliability and validity using the confirmatory factor analysis approach.

Findings

The proposed model was found to be adequate, reliable and valid and concludes that though technology plays a significant role in the development of the Quality 4.0 system, aspects of traditional quality are very much apropos to transform to the next frontier of quality.

Research limitations/implications

Implications for future research are provided which would help to further explore the nascent field of Quality 4.0.

Practical implications

This research would help the practitioners better understand the various requirements and measure the degree of implementation of a Quality 4.0 system.

Originality/value

The present research is perhaps the first of its kind in propounding a measurement model, through empirical analysis, for the betterment of the understanding of Quality 4.0 and its associated constituents.

A review and compilation of critical success factors for the implementation of maintenance at Nigerian public universities

Purpose

This paper aims to discuss the existing literature on critical success factors (CSFs) for maintenance implementation in Nigerian universities and compile them in a single format to determine if gaps may exist.

Design/methodology/approach

Many relevant articles were searched using keywords extracted from a preliminary literature review. The second round of articles abstract study resulted in 40 articles been selected for this compilation. Inductive coding technique and content analysis methodology were used to identify the constructs of the CSFs. Subsequently, a critical analysis of the reviewed literature identified some gaps in the literature studied.

Findings

This literature review reveals that lack of maintenance policy, maintenance culture, shortage of building facilities and overpopulation in Nigerian universities are the major problems affecting maintenance implementation success. Additionally, most researchers concentrate on the identification of CSFs without providing the strategies for implementing them.

Research limitations/implications

More in-depth research must be carried out on the study of CSFs to implement maintenance policy and culture in Nigerian universities. Duplication in the frequency analysis of the success factors is a significant limitation in this research work and is attributed to the secondary search used as the primary methodology for many articles cited.

Originality/value

This paper provides an in-depth compilation and analysis of all previously identified success factors for maintenance implementation in Nigerian universities using a structured methodological approach.

Innovation mediating relationship between TQM and performance: cases of industrial certified companies

Purpose

The purpose of this research is to analyze the reciprocal relation between total quality management (TQM) and innovation (product innovation and process innovation) and their impact on operational and financial performance.

Design/methodology/approach

The data were obtained from a survey of 205 manufacturing companies. Structural equation modeling (SEM) was performed to evaluate the research model.

Findings

The results reveal that there is a reciprocal relationship between TQM and innovation. Moreover, the findings indicate a significant positive effect of product innovation and process innovation on operational performance and insignificant direct impact of TQM on operational performance. However, this effect is significant when it is mediated through product innovation and process innovation.

Research limitations/implications

This paper helps practitioners to understand how TQM practices support both product and process innovation and the role of the latter in promoting the implementation of TQM practices and ensuring operational performance.

Originality/value

This study presents an innovative approach since it is among the first research studies that provide empirical evidence to a reciprocal association between TQM and innovation. Additionally, this paper examines the dimensions studied in different aspects. It considered financial performance and operational performance, and with respect to innovation, this dimension was analyzed through two different perspectives, namely product innovation and process innovation. This study is also among the first and few research studies that have studied the mediating effect of innovation.

TQM, employee outcomes and performance: the contingency effect of environmental uncertainty

Purpose

The purpose of this study is to investigate the relationship between total quality management (TQM), employee outcomes and performance. Moreover, how environmental uncertainty (EU) influences the relationship between employee outcomes and performance is regarded in the context of automobile part manufacturing and suppliers of Iran. Four theories namely resource-based view theory, ability, motivation, opportunity framework, contingency theory and quality management theory have been adopted in this research.

Design/methodology/approach

A research project is conducted in 191 automobile part manufacturing and suppliers plants using the questionnaire method. Confirmatory factor analysis is applied to assess the reliability and validity of the measurement instrument. The correlations between latent constructs are examined through partial least squares method.

Findings

The results show positive relationship between TQM, employee outcome and performance. The EU also moderates the relationship between employee outcome and performance.

Research limitations/implications

It is recommended that some contextual factors such as culture be noticed in future research studies. Data were collected from Iranian automobile part manufacturing and suppliers plants, which may limit the generalization of results to other organizations in other countries.

Practical implications

In this paper, some beneficial insights are addressed to assist managers in recognizing the organizational problems, which weaken implementing TQM, employee outcomes and the effect of EU on organizations.

Social implications

By improving the quality of management practices and employee outcomes, the society gains benefits such as customer satisfaction.

Originality/value

This study contributes to the TQM advance and human resource management literature and provides better foundations for employee outcomes improvement through TQM practices in the Middle East. By investigating the effect of EU, this study fills the current gap in this field.

Quality cost management in the SMEs of Poland

Purpose

The purpose of the study is to examine the research problem that represents an attempt to approximate the importance of quality costing in managing a modern enterprise using the selected enterprises from small and medium-sized enterprises (SMEs) in Poland.

Design/methodology/approach

The primary goal of the research is a need to acquire knowledge about the use of quality cost accounts in enterprises operating in Poland. The research has been conducted in the SMEs of production and services. From October 2018 to December 2018, survey-based research was carried out in the selected SMEs of production and service in Poland. The targeted participants of the study are from the medium-sized enterprises, employing 50–250 people.

Findings

The pilot studies conducted in companies indicate that modern enterprises are focused on quality. Many enterprises declare to be continuously improving quality system and quality costing. However, generally, these are large companies that have implemented ISO standards, often part of international corporations. The survey result of the study shows that medium-sized enterprises still make little use of modern cost accounting variants. Based on the study, only 9.75% (39 enterprises) from a representative group of 400 companies from the sectors of manufacturing, services and production as well as service companies apply quality costing. Some of the other enterprises are only taking measures to implement quality cost accounting.

Research limitations/implications

The research has been conducted in randomly selected SMEs in the form of a questionnaire interview. In order to further analyze the construction of quality cost management (QCM) systems and the use of information from QCM by enterprises, case study method should be used more widely.

Practical implications

The results of the study provide useful help for companies that are quality-oriented and want to implement quality costing. The survey has been conducted in 400 enterprises, and the survey results of considered SMEs reveal the most important aspects of the application of quality costing.

Originality/value

The questionnaire used, the answers provided and the resulting conclusions fill the identified research gap. In the author's opinion, findings of research are relevant and useful, not only for accounting practice but also for theory. They show that although TQM and quality costing have been very popular in the literature since the 1990s, the degree of application of quality costing in practice (except for large, often international companies) is too low. So, the suitability of QCM in managing a modern enterprise from the SMEs should be promoted.

The impact of organizational culture archetypes on quality performance and total quality management: the role of employee engagement and individual values

Purpose

The relationship between organizational culture and total quality management (TQM) can be facilitated by the virtue of certain psychological states. Employee engagement refers to a mechanism foreseeable to predict the successful implementation of TQM. Therefore, this study focuses on the attribution theory to propose a model that presents a differential impact of organizational culture archetypes on quality performance and TQM, while underlying role of employee engagement and individual values.

Design/methodology/approach

An empirical study was performed based on the data collected from 153 senior employees working in hotel companies. This study has used partial least squares path modeling (PLS-SEM) to test the relationships and model proposed.

Findings

The findings have confirmed the hypotheses using PLS-SEM and provided a positive significant impact of organizational culture archetypes on employee engagement with quality initiatives; individual values on organizational cultural archetypes and employee engagement with quality initiatives on TQM implementation.

Originality/value

The study concluded that the impact of organizational culture on quality performance and TQM is significant. It is, therefore, suggested that management of hotel companies should work to increase the level of engagement, encourage cultures, while reducing the level of power culture with the emphasis given to individual and organizational quality initiatives.

Health information technology and hospital performance the role of health information quality in teaching hospitals

The research purposed in this paper is to investigate the impact of the health information technology on hospital performance through the health information quality as mediating variable, as new evidence from the teaching hospitals in the north of Jordan. Research design and methodology approach based on a survey that is conducted to collect the requested data to develop a model connect between the health information technologies, health information quality and hospital performance by using the Structural Equation Modeling approach. The research findings show that there is an intertwined and reciprocal relation between Health Information Technologies (HITs), hospital performance, and health information quality. HITs have direct positive impacts on both hospital performance and health information quality. Health information quality has also a direct impact on hospital performance. Besides, health information quality functioned as a partial mediator between HITs and hospital performance. The study did not examine the factors that influence the relationship between HITs, hospital performance and health information quality. This paper is evidence for the investor in the healthcare sector to invest more in HITs and health information quality, where the expected results are productivity improvement, performance leveraging and error reduction. The research originality is to introduce new evidence support literature form the Middle East countries is the main contribution of this paper.

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

Purpose

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

Design/methodology/approach

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

Findings

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

Originality/value

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

Does transformational leadership influence TQM practices? A comparison analysis between manufacturing and service firms

Purpose

The purpose of this paper is to fill a gap in the existing literature that relates leadership style to total quality management (TQM) focus. Specifically, the study evaluates whether and how leadership style may affect the implementation of TQM practices.

Design/methodology/approach

A structured questionnaire was used to collect data from employees of different organizations operating in the manufacturing (n = 156) and service sectors (n = 147). Exploratory and confirmatory factor analyses as well as structural equation modeling were adopted to test the hypothesized research model.

Findings

The results revealed that transformational leadership has a positive impact in the implementation of TQM practices (e.g., customer focus, process management, human resource management, strategic planning and learning). It was also found that, regardless of industry type, manufacturing or service, transformational leadership has a significantly positive influence on TQM practices. In addition, it was noted that manufacturing companies showed a higher level of TQM practices than did service companies.

Originality/value

This study represents, to the best of the author’s knowledge, the first empirical examination of the relationship between transformational leadership and TQM in the service and manufacturing industries, with the goal of determining the differences between these two sectors. The study's conclusions may be useful for service and manufacturing organizations in achieving more effective leadership in the implementation of TQM.

The effect of TQM practices on operational performance: an empirical analysis of ISO 9001: 2008 certified manufacturing organizations in Ethiopia

Purpose

This study is aimed at examining the effect of Total Quality Management (TQM) practices on the operational performance of ISO 9001:2008 certified manufacturing companies in Ethiopia.

Design/methodology/approach

A cross-sectional survey was conducted to meet the purpose. Primary data was collected from the managers and senior experts working under the production and quality management units of the surveyed firms. Data was obtained from a survey of 302 participants found in 73 ISO 9001:2008 certified manufacturing organizations. Both EFA and CFA were applied to validate and confirm the instrument, and Structural Equation Modeling (SEM) was used to test the hypotheses.

Findings

The results revealed that among the practices of TQM used in the model only supplier quality management, continuous improvement and process management were found to have significant and positive effect on the operational performance of the ISO 9001:2008 certified manufacturing organizations in Ethiopia.

Research limitations/implications

Future studies are suggested to consider some contextual variables such as firm age, scope of operation, firm size and firm strategy while addressing the objective.

Practical implications

The study will encourage managers of manufacturing companies in Ethiopia to utilize a reliable and valid framework of TQM practices for better operational performance results.

Originality/value

The fact that Ethiopian manufacturing organizations are required to improve their product's quality in order to improve their productivity and enhance their competitiveness in a global market is the rationale of this study. Even though several studies have evolved to scrutinize the link between TQM and operational performance across the world, nearly nothing, is known about this linkage in Ethiopia. Thus, the study represents one of the first attempts to empirically investigate this linkage in Ethiopian context.

Adopting Six Sigma DMAIC for environmental considerations in process industry environment

Purpose

The aim of the study is to develop and apply a continuous improvement (CI) framework by introducing environmental considerations into the Six Sigma DMAIC (define–measure–analyze–improve–control) cycle for a continuous identification, evaluation and implementation of promising opportunities of enhancing environmental sustainability of process-based industries.

Design/methodology/approach

Action research approach within the research design of a single case study was used for illustrating the application of the proposed DMAIC framework for improving operational and environmental performance in the process-industry environment of a pharmaceutical manufacturing company.

Findings

The case study illustrated the implementation of DMAIC cycle for optimizing the energy consumption of pharmaceutical plants producing bulk drugs for medication. After improving the energy distribution in the cooling tower (CTW), chilled brine (CHB) and chilled water (CHW) system, the pharmaceutical plant was able to achieve an annual economic benefit of US$97,047 and environmental benefits of mitigating CO2 emissions of 807.44 t (CO2) by reducing the electricity and furnace oil consumption.

Originality/value

The framework may be adopted for environmental considerations specific to process-based industry such as chemical plant, fertilizer units, thermal power plant and food processing industry.

Establishing a link among total quality management, market orientation and organizational performance

Purpose

This paper presents findings of a survey on total quality management (TQM) practices adopted by the Indian manufacturing organizations. The purpose of this paper is to test and establish the relationship between TQM practice and organizational performance (OP). This paper also aims to examine the impact of TQM practices on OP of Indian manufacturing organizations.

Design/methodology/approach

A survey questionnaire was developed and randomly distributed through e-mail to senior managers of 275 Indian manufacturing organizations. About 230 received questionnaires were used for data analysis. Response rate was 83.63 percent. In particular, hypotheses were developed to examine the effect of TQM on the OP of the manufacturing organizations. Cronbach's alpha reliability of questionnaire was analyzed using factor analysis. Rigorous literature review is enabled to construct structural measurement model, formulation of testable hypothesis and operationalization of constructs.

Findings

It is discovered that TQM has a positive and significant effect on the market orientation (MO). Similarly, the results showed that MO has a positive and significant effect on the OP. With regard to the relationship between TQM and OP, this study found that TQM significantly and positively affects the OP of Indian manufacturing organizations.

Originality/value

This study is a rare and unique empirical study that establishes a link among TQM, MO and OP. The study fulfills need of quality management practice and offers practical implications to Indian managers and motivates further research on the relationship between TQM and OP in Indian manufacturing organizations.

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.

Integrated quality environmental management implementation in food processing SMEs

Purpose

The purpose of this paper is to identify the critical success factors (CSFs) of integrated quality environmental management (IQEM) and analyze their impact on operational performance (OP) and environmental performance (EP) in food processing Small and medium-sized enterprises (SMEs) in Pakistan.

Design/methodology/approach

The study is based on collecting data using a survey questionnaire through snowball sampling technique. A total of 302 food processing SMEs operating in Punjab, Pakistan, responded to the survey. SPSS version-23 and SmartPLS-3 were used for data analysis.

Findings

The literature review identified leadership (LS), employee management (EM), strategic planning (SP), information management (IM), process management (PM), supplier management (SM) and customer focus (CF) as CSFs of IQEM. The results of this study found a significant relationship of all identified CSFs with operational performance in food processing SMEs whereas EM, IM, PM and SM were insignificant with the EP in the food processing SMEs.

Research limitations/implications

Although this study has collected data from one province, the Punjab province, it still relevant in identifying the CSFs for IQEM implementation within food processing SMEs to improve performance.

Originality/value

Despite the wide spread of integrated systems practices in the developed countries, little attention has been placed to implement and assess the IQEM initiatives by organizations in the developing countries. Thus, this study identified CSFs of IQEM based on empirical studies and analyzed their impact on OP and EP of food processing SMEs.

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.

TQM practices and its performance effects – an integrated model

Purpose

Total quality management practices have been embraced by many quality-oriented firms around the world in order to improve performance in terms of quality, productivity, customer satisfaction and profitability. The purpose of this paper is to investigate the direct and indirect effects of TQM practices on various performance indicators specifically in the Indian manufacturing context. This paper focuses on developing an integrated model encompassing significant structural relations showing the linkage between TQM practices and multiple performance indicators – quality performance, customer satisfaction level, operating performance, employee performance, innovation performance, society results and financial performance. Apart from analyzing the direct relationship between constructs, the main purpose of this work is also to identify all the possible mediation effects of performance indicators on others using structural equation modeling (SEM).

Design/methodology/approach

An in-depth literature review was conducted to identify the key practices for the successful implementation of TQM in an organization as well as to explore TQM-performance effects. As a result, four TQM practices and seven performance indicators were identified. The data were collected from 260 Indian manufacturing organizations. After confirming the reliability and validity using exploratory and confirmatory factor analysis, the proposed hypotheses were tested using SEM.

Findings

Through testing the proposed hypothesized structural model, the direct and indirect effects of TQM practices have been examined. Moreover, this work developed an integrated model showing the interrelationships between TQM practices and performance indicators identified. The findings gave an insight that the effective implementation of TQM practices assists in reaping benefits in the every facet of an organization. By implementing these practices effectively, managers can expect to realize improvement in all these performance areas.

Research limitations/implications

This study is subject to certain limitations. Even if all variables were found to be reliable, valid and satisfactory non-response bias test results, the remote possibility of bias in the data might not be fully ruled out. There is a probability of occurrence of common method variance and common method bias, since the data for both dependent and independent variables were collected from the same respondents in the organization. Additionally data on performance indicators were based on the respondent’s assessment and awareness only. The mediating relationship between individual TQM practice and performance indicators can be investigated in future studies. Since society results are a necessity in future, the direct and indirect practices focusing toward this can be explored. In addition, there is a research scope to identify the moderating effect of contextual factors such as degree of TQM implementation, scope of operation and type of organization.

Practical implications

The findings of the research offer some potentially valuable insights into the relevance of TQM practices and its strong linkage on various performance indicators, through which the overall organization performance can be enhanced. By implementing these practices effectively, managers can expect to realize improvement in all these performance areas. Hence, the managers can adopt this approach to assess their organization’s level in the quality path and as a guideline in implementing TQM practices. They can also measure the impacts of TQM practices on multiple performance measures in order to evaluate their TQM initiatives. Especially the deployment of quality culture is a requisite to excel in the every facet of performance. The positive relationship between TQM practices and various performance indicators can motivate the managers to allocate resources in time, effort and capital for TQM implementation in pursuing quality, leading to customer retention and competitiveness. The findings of the study strongly suggest the need for the holistic implementation of TQM practices for the survival of the organization.

Originality/value

While there is a considerable volume of researches carried out to investigate the linkage between TQM and organization’s performance across the globe, still little is evidenced regarding the mediating effect of performance indicators on others, especially in the Indian manufacturing context. The present paper attempts to extend and add knowledge to this line of research and to bridge the gap and provide sufficient empirical evidence specifically in the Indian scenario. Thereby helps the organization to follow a guideline to improve the overall performance.

Understanding TQM implementation barriers involving construction companies in a difficult environment

Purpose

The purpose of this paper is to identify the factors that affect TQM implementation in construction companies and it suggests solutions for TQM implementation in a difficult environment.

Design/methodology/approach

Studies were carried out at six large construction companies who ply their trade in Southern Africa and in-depth investigations were conducted to assess TQM implementation practices and associated TQM barriers. Interviews were conducted on directors and key personnel that play important roles in TQM implementation in their respective organisations. The empirical study also utilised a number of organisational documents which added rigour to the findings.

Findings

This study identified three core categories and ten main barriers affecting TQM implementation in Southern Africa construction companies. The core categories are motivation, infrastructure and penchants and tendencies while the factors are lack of quality support, poor TQM knowledge and TQM awareness, poor information sharing, temporary workers, overdependence on contract document, poor data collection measurement, undefined TQM roles and responsibilities, award to lowest bidder tendency, poor business environment and corruption.

Research limitations/implications

The study was conducted based on companies plying their trade in Southern Africa and mostly around Malawi, Zambia and Mozambique. It does not study companies in Namibia, Zimbabwe, Angola, South Africa and Botswana.

Practical implications

TQM cannot be exported wholly from another region to a new setting without taking into consideration the local factors associated with that setting. For successful TQM implementation in construction in Southern Africa, characteristics of this region have to be known. This study illuminates a number of TQM implementation barriers associated with construction especially applied to this difficult environment. Application of this knowledge would enhance TQM and heighten competitive advantage initiatives. The proportions highlighted in this study therefore help build up the TQM implementation awareness.

Social implications

At society level, the findings of this study indicate societal problems such as corruption and business environment which require wide level approaches to deal with these barriers. In addition, if TQM applied in road construction projects, the quality of the roads will be improved, this in turn will have direct impact on quality of life in the society, better roads means easier access to hospitals, schools and public places, better transport and movements of goods and services, etc. It can also save money for the country in long run and economic benefits to the society.

Originality/value

The factors identified in this study are based on current TQM implementation practices at established construction companies in Southern Africa. They provide a practical basis for guiding TQM in construction companies operating in difficult environments.

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.

Testing the readiness of an organisational culture profile to a TQM implementation

Purpose

The purpose of this paper is to apply an existing theoretical model of organisational culture contextualised for total quality management (TQM) as a means of assessing the readiness for implementing TQM in the workplace. The “Amalgamated Model” is a hybrid that encapsulates organisational culture traits and their relative contribution as indictors of effective TQM implementation.

Design/methodology/approach

A questionnaire that would test the theoretical model was devised and administered to a sample population in a production facility located in Central Europe, Organisation X.

Findings

A profile of the organisation was derived which revealed the strengths and weaknesses of the organisation in relation to the cultural traits of the theoretical model.

Research limitations/implications

The research population comprised management/supervisory staff only and thus provides a partial view of Organisation X.

Practical implications

For practitioners, particularly those who specialise in quality management, the practical implications of this research are twofold: first, it provides insights into aspects of organisational culture and TQM implementation; and second, it demonstrates how a theoretical framework may be applied in the workplace to assess readiness for TQM implementation.

Originality/value

This research contributes to the subject area body of knowledge by applying a recent theoretical model to assess readiness for implementing TQM.

Quality management as a determinant factor of productivity

Purpose

The purpose of this paper is threefold: first, to analyse the current state of the literature on the relationship between quality management (QM) and productivity as a performance indicator; second, to identify the key constructs of QM practices related to productivity; and, finally, to reveal whether QM can actually be regarded as a determinant of productivity.

Design/methodology/approach

This research was carried out through a systematic literature review, considering 150 papers that studied this relationship between 1997 and 2017 and another 37 papers on the internal determinants of productivity.

Findings

The findings revealed that human resource management, top management and process management were the more relevant constructs of QM practices related to productivity. In addition, 89 per cent of the internal determinants of productivity were related to the proposed constructs of QM practices, which suggest that QM is a determinant factor of productivity.

Originality/value

This review analysed the literature on the relationship between QM and productivity, as few studies have done before, generating original, interesting and useful findings that can guide future research and that also represent a useful tool for researchers, practitioners, managers and policy makers.

The key factors of total quality management in the service sector: a cross-cultural study

Purpose

Literature refers to the key factors of total quality management (TQM) based on studies carried out in individual countries. However, few studies focus on studying the TQM factors in service companies based on multinational data. The purpose of this paper is to empirically identify the key TQM factors and their impact on internal and external customer performance measures across different countries.

Design/methodology/approach

The research questions regarding the TQM factors and their effects were examined using a sample of service organisations from three countries (131 from Greece, 70 from Mexico and 151 from Spain). TQM factors and their impact on employee and customer satisfaction were analysed separately for each country. Exploratory factor analyses, coupled with multiple linear regression analyses, were conducted.

Findings

The key TQM factors identified are common among the three participating countries and can be summarised as follows: quality practices of top management, process management, employee quality management, customer focus, and employee knowledge and education. The adoption level of these five key factors of TQM varies across service organisations in different countries. The results also confirmed that some of the TQM elements are antecedents of customer- and employee-focused performance.

Practical implications

Multinational service organisations may use such an instrument to evaluate TQM implementation among worldwide operations and then benchmark their performance. In addition, an understanding of similarities and differences among countries would help managers around the world to address difficulties of TQM implementation related to the country culture.

Originality/value

Previous studies have compared key TQM factors across different countries in manufacturing, but overall, there has been a little attempt in the literature to analyse the adoption of TQM factors among service firms, as well the relationships between quality improvement and performance across different geographical regions.

Evaluating comparative performance of Indian engineering educational institutes based on TQM criteria for internal benchmarking

Purpose

The purpose of this paper is to provide a framework for designing a multiple performance measurement tool for evaluating, comparing and benchmarking the working of engineering educational institutes in a group based on total quality management (TQM) criteria and performance measurement criterion, respectively.

Design/methodology/approach

Proposed framework is based on fuzzy analytic hierarchy process (FAHP) which takes in to account the fuzziness of human opinion for realistic outcome and generalization of the results. Based on the proposed framework a case study was conducted on engineering institutes of central India for collecting data and analyzing the current practices followed in these institutes. A relationship among TQM implementation criterion was developed, their respective weights derived and then institutes were ranked.

Findings

It was found that the rank of institutions based on both the criterion is same, which indicates that the institutes having better TQM implementation have better performance.

Research limitations/implications

The research in this paper is limited to Indian scenario; studies in other countries and sectors may be conducted to compare the results obtained.

Practical implications

The results will help policy makers in identifying institutions having poor performance in the region.

Originality/value

The paper is navel in its attempt to provide a model based on TQM criteria for evaluating the working of engineering educational institutes in a group in terms of their relative weightage and benchmark.

The moderating effect of structural barriers on TQM-performance relationship in Egyptian service organizations

Purpose

This paper aims to empirically investigate how structural barriers affect the relationship between total quality management (TQM) practices implementation and organizational performance in service industries.

Design/methodology/approach

This research hypothesized the moderation effect of structural barriers on the relationship between TQM practices implementation and organizational performance. A questionnaire was adopted to collect data form 153 Egyptian service companies. Moderated regression analysis was used to test the study hypothesis.

Findings

The empirical analysis suggests that structural barriers partially moderate the relationship between TQM practices implementation and organizational performance. The analysis reveals that the effect of Quality Improvement, Process Improvement, External and Internal Relations and Employee Development – being as TQM dimensions – on performance is moderated by structural barriers. While the results provided insufficient evidence on the moderating effect of structural barriers on the relationship between both Performance Management – being as a TQM dimension – and performance.

Research limitations/implications

This research presents a new perspective for researches to understand the TQM–Performance relationship in the light of the contingency theory. However, the adopted sampling technique and the small sample size might limit the generalizability of the research findings.

Practical implications

This study provides useful insights for service organizations about the necessity of developing suitable structural platform for supporting their TQM efforts to boost their performance which, in turn, improves their competitiveness.

Originality/value

This research proposed and empirically validated how structural barriers play a significant role as moderators to the relationship between TQM implementation and organizational performance within service organizations context.

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

Purpose

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

Design/methodology/approach

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

Findings

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

Originality/value

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

Assessment of TQM implementation level in Palestinian healthcare organizations

Purpose

The purpose of this paper is to assess the level of total quality management (TQM) implementation in Palestinian governmental and non-governmental hospitals using the Malcolm Baldrige National Quality Award (MBNQA) framework.

Design/methodology/approach

The study is based on collecting data using a survey questionnaire that was designed according to the MBNQA criteria. In total, 363 questionnaires from governmental and non-governmental hospitals operating in Gaza Strip were analyzed to assess the level of TQM implementation level in all hospitals (governmental and non-governmental).

Findings

The main results of this study indicate that Palestinian hospitals operating in Gaza Strip perform at a relatively acceptable level. Comparing results shows that the performance of non-governmental hospitals is better with higher degree of TQM implementation than the governmental hospitals. Detailed analysis identifies improvement opportunities-related specific aspects of the human resources focus and the performance results.

Research limitations/implications

Although this study has collected data from one Palestinian Territory, the Gaza Strip, it still identifies the critical factors and practices for TQM implementation within the Palestinian healthcare organizations to improve performance.

Practical implications

This paper suggests that business excellence models such as the MBNQA criteria can be used to assess the level of implementation of quality practices and identify the strengths and weaknesses to improve the quality of service delivery, processes, and performance of hospitals.

Originality/value

Despite the widespread use of TQM in the developed countries, little attention has been placed to implement and assess the quality initiatives by organizations in the developing countries and even fewer in low-income Arab countries (Aamer et al., 2017; Øvretveit and Al Serouri, 2006). In addition, a very few number of studies in reference to the assessment of TQM implementation in the Palestinian context, in general, and in healthcare organizations, in particular, highlight the need for this study. To move the field in that direction, the goal of this research was to assess the level of TQM implementation in the healthcare organizations (mainly hospitals) in Gaza Strip (one of the least fortunate areas of the Palestinian-occupied territories) where no prior similar research studies could be found. Therefore, this study contributes to filling this gap in the literature by providing empirical assessment of TQM level of implementation in Gaza Strip hospitals.

Green supply chain management initiatives and operational competitive performance

Purpose

Manufacturing organizations have begun to implement green supply chain management (GSCM) practices in response to customer demand for products and services that are environmentally sustainable and that are created through environmentally sustainable practices and in response to governmental environmental regulations. Despite rising concerns about green management, there seem to be few studies investigating GSCM and its impacts on the operational competitive capabilities from a developing economy. The purpose of this paper is to understand the extent of GSCM practices’ implementation in Ghana and how such practices impact firms’ operational competitive capabilities.

Design/methodology/approach

Structural equation modeling was used to study the relationship between GSCM practices and firm operational competitive performance in terms of cost, quality, flexibility, and delivery time using a survey of informants.

Findings

Using data from Ghana, the work demonstrates that GSCM practices such as environmental management systems (EMSs) and green purchasing (GP) practices will have a positive relationship with firm’s operational competitive performance in terms of cost, quality, and flexibility, but seems to have no positive relationship with delivery time. Further moderation analysis indicates that the paths from environmental management practices to reduced cost and flexibility were significant, indicating that the effect of environmental management practices on operational efficiency differs among services, manufacturing, construction and mining. The paths from Green purchase to improved quality, delivery time, flexibility, and reduced cost were insignificant.

Research limitations/implications

The results indicate the relevance and the implications of GSCM practices such as implementing comprehensive EMSs and GP on operational competitive performance on firms from a developing country such as Ghana. Specifically, the results indicate that when organizations invest in GSCM practices, they are likely to achieve cost reductions, improved quality, and flexibility. The relationship between GSCM practices is moderated by various industrial sectors.

Practical implications

The research shows how GSCM practices such as EMSs implementation and GP practices can enhance firm’s operational competitive performance.

Originality/value

The work illustrates and provides some insights and build on the literature in the area of green supply chain and firms’ operational competitiveness from a developing country’s environment.

Determinants of company innovation and market performance

Purpose

The present study focuses on two basic determinants of company innovation, namely, quality practices of top management and process quality management. The purpose of this paper is to explore the impact of these determinants on product and process innovation. Determining the impact of these dimensions of innovation on the market performance of a company is also an aim of the present study.

Design/methodology/approach

A research study was carried out on a sample of 433 Greek manufacturing and service companies. Data were obtained through a structured questionnaire from the chief executive officers of the companies. Exploratory and confirmatory factor analyses are applied to extract and validate all the latent factors considered in the suggested model, while their relationships are determined through structural equation modeling.

Findings

The analysis of the empirical data shows that both the dimensions of company innovation examined in the present study (product and process innovation) are positively influenced by the quality practices of top management and process quality management. Improving these two dimensions of company innovation, in turn, results in increased market performance.

Research limitations/implications

First, the sample of the responding manufacturing and service Greek companies which includes both small and medium-sized enterprises and large companies and which operate in circumstances of financial crisis; second, the subjective data collected from only one company representative; and third, the examination of only two factors influencing company innovation, are the main limitations of the present study. Based on these limitations, future research studies are recommended.

Practical implications

The empirically validated theoretical model of the present study can guide the policy makers of a company to select a quality management and innovation strategy through which the company can lay the foundations to increase its market performance, and thus, overcome the current economic downturn and financial crisis. Researchers can also use the suggested valid model as an assessment tool, a benchmarking tool and a tool for the design of their future research studies.

Originality/value

The present study contributes to the literature by determining a valid model that describes simultaneously the relationships between quality management factors, product and process innovation and market performance. This is also the first study reflecting Greek companies’ efforts to withstand the current downturn and penetrate the market through innovation.

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.

An empirical investigation on TQM practices and knowledge sharing mediation in software industry

Purpose

The adequate culture of knowledge sharing in organizations is considered a key factor for improving the employees’ performance. Along with knowledge sharing, total quality management (TQM) practices are the ways to achieve business excellence. The purpose of this paper is to explore the mediating effect of knowledge sharing on the relationship between TQM practices and employees’ performance.

Design/methodology/approach

The quantitative study has been carried out in software houses of Pakistan. Data were collected from 340 employees using survey questionnaires from software houses of Pakistan and is analyzed through structural equation modeling technique using SPSS 22.0 and SmartPLS 2.0.

Findings

The results reveal that knowledge sharing partially mediates between TQM practices and employee performance. Furthermore, the results indicate that the TQM practices should be implemented holistically rather than individually.

Research limitations/implications

The generalization of the results is limited as the sample size is relatively small and represents software houses of only four regions in Pakistan. Moreover, the study findings were only based on software houses. So, these should be applied to other sectors with caution.

Originality/value

This study complements the previous researches and seeks to extend literature that how the core elements of knowledge sharing mediate between TQM practices and employees’ performance especially, in developing countries like Pakistan.

The rise of P2P ecosystem: a service logics amplifier for value co-creation

Purpose

The purpose of this paper is to examine peer production (P2P) conceived as an ecosystem for value co-creation. First, this paper provides information on the specific P2P method for value co-creation, which is based on distributed technologies, cognitive slack and search for quality, to provide outputs that are open to continuous improvement. Second, aiming to fill the extant literature gap, this paper discusses the efficient dimension of P2P, providing a framework for the net benefit analysis of the economies and diseconomies that affect the value co-creation processes.

Design/methodology/approach

The paper identifies three main literature clusters that are focused on P2P, namely, economical, sociological and organizational clusters, and integrates them with the economics of organizational perspective to elicit information on the efficient dimension of P2P. This efficient dimension is expressed by a net benefit analysis of the economies and diseconomies that affect the P2P value co-creation processes.

Findings

The P2P ecosystem is characterized by the intensive interaction among cognitive slack and distributed technologies. This complex interaction presents interesting implications in terms of efficiency that, until now, have not been analyzed in the literature. Aiming to fill the extant literature gap, this paper provides a consistent analytical framework that simultaneously takes into account the economies of knowledge integration and potential diseconomies, that is, the costs of coordination and loss of control that arise from the adoption and diffusion of distributed technologies.

Originality/value

This paper provides an original explanation of P2P as an emergent ecosystem that serves as a service logics amplifier of value co-creation. In this regard, analysis of the key features of P2P not only sheds new light on P2P, but also allows for the reflection on the ecosystem’s framework, which promotes a virtuous interaction between the conceptual speculation and understanding of reality. Moreover, the proposed framework for the net benefit analysis of the P2P value co-creation model draws the attention of managers and decision makers as they consider the following issue: value co-creation jointly considers not only its benefits, but also its associated costs.

A structural equation model for evaluating the relationship between total quality management and employees’ productivity

Purpose

The purpose of this paper is to analyze the influences of TQM implementation on employees’ productivity in crumb rubber industry (case study conducted in the XYZ firm), and analyze the predominant factors affecting employees’ productivity in order to establish the success of TQM implementation.

Design/methodology/approach

Data used in the research was primary data obtained from interview and questionnaire, and secondary data obtained from the study of literatures, internet, and company’s documents. The number of respondents in this research was 191. The analysis was done through structural equation modeling (SEM) using the smart partial least square software.

Findings

The findings of this study showed that TQM implementation had positive influences on employees’ productivity in XYZ. Tool is the most predominant factor in order to achieve a successful TQM implementation in XYZ. Therefore, the XYZ company will need to work on improving the development and management of the tool which has been available to sustain the effectiveness of TQM practices.

Research limitations/implications

Using a large sample size in the SEM method could improve the results. The implications of this study can be demonstrated through how top managers in this rubber company can improve their employees’ productivity through total quality management practices.

Practical implications

This research is useful for manufacturing companies in Indonesia, especially in the crumb rubber industry.

Originality/value

This research used the variable based on the empirical research. TQM was measured using six indicators: human resources, standard, tools, organization, internal audit, and training and education. On the other hand, the work productivity of employees is measured by four indicators: work willingness, work ability, work environment, and work relations.

The impact of TQM practices and KM processes on organisational performance

Purpose

The purpose of this paper is to investigate the impact of total quality management (TQM) practices in terms of leadership, strategic planning, customer focus, teamwork, process management, information, and analysis on organizational performance in Jordanian telecommunications companies. In addition, the mediating effect of knowledge management (KM) processes is tested.

Design/methodology/approach

A survey instrument was used to gather empirical data, and it was distributed to all managerial and non-managerial employees. A total of 477 questionnaires were valid for analysis, resulting in a response rate of (97 percent). Factor analysis and multiple regression analyses were used to test the study’s hypotheses.

Findings

Customer focus and process management were found to have an insignificant impact on organizational performance, while teamwork had the strongest impact on KM processes. The results also revealed that only knowledge sharing and application processes had a significant impact on organizational performance. More importantly, KM processes fully mediated the impact of TQM practices on organizational performance, except for teamwork, which had a partial mediating effect.

Research limitations/implications

This study was limited to a survey of the headquarters of three telecommunication companies: Zain, Orange, and Umniah, in Amman City.

Originality/value

Originality of the paper lies in testing the influence of TQM practices on organizational performance in a novel context, where most TQM initiatives fail for one reason or another.