Critical factors in quality management and guidelines for self-assessment: The case of Singapore

References

• BADRI , M.A. , DAVIS , D. and DAVIS , D. 1995 . Study of measuring the critical factors of quality management . International Journal of Quality and Reliability Management , 12 : 36 – 53 .
   Google Scholar
• BOUMAN , M. and VAN DER WIELE , T. 1992 . Measuring service quality in the car service industry: building and testing an instrument . International Journal of Service Industry Management , 3 : 4 – 16 .
   Google Scholar
• BROCKA , B. and BROCKA , S. 1992 . Quality Management: Implementing the B est Ideas of the Masters , Homewood , IL : Business One, Irwin .
   Google Scholar
• DEMING , W.E. 1982 . Quality, Productivity and Competitive Position , Cambridge , MA : MIT Center for Advanced Engineering .
   Google Scholar
• ERNST and YOUNG . 1991 . International Quality Study: The Definitive Study of the B est Internal Quality Management Practices , American Quality Foundation .
   Google Scholar
• FLANAGAN , T. and FREDERICKS , J. 1993 . Improving company performance through customer satisfaction measurement and management . National Productivity Review , 12 : 239 – 258 .
   Google Scholar
• FOO , S. and HOSSEINI , J. Perceptual quality in manufacturing . Proceedings of the 1993 Annual Meeting of the Decision Science Institute . pp. 1761 – 1763 .
   Google Scholar
• FREEMAN , K. and DART , J. 1993 . Measuring the perceived quality of professional business services . Journal of Professional Services Marketing , 9 : 27 – 47 .
   Google Scholar
• HAIR , J.F. , ANDERSON , R.E. , TATHAM , R.L. and BLACK , W.C. 1995 . Multivariate Data Analysis with Readings , Englewood Cliffs , NJ : Prentice Hall .
   Google Scholar
• JURAN , J.M. and GRYNA , F.M. 1993 . Quality Planning and Analysis: From Product Development through Use , New York : McGraw-Hill .
   Google Scholar
• LAM , D. and JONG , J. 1994 . Service quality: The TQP way . Pins and Needles , July/August : 30 – 36 .
   Google Scholar
• MAHESHWARI , S. and ZHAO , X. Quality management practices in India: A survey . Proceedings of the 1993 Decision Science Institute Meeting . Washington, DC . pp. 1803 – 1805 . Decision Science Institute .
   Google Scholar
• MOTWANI , J.G. , MAHMOUD , E. and RICE , G. 1994 . Quality practices of Indian organizations: an empirical analysis . International Journal of Quality and Reliability Management , 11 : 38 – 52 .
   Google Scholar
• NATIONAL PRODUCTIVITY BOARD . 1993 . Productivity Statement , Singapore : NPB .
   Google Scholar
• NATIONAL PRODUCTIVITY BOARD . 1994 . Productivity and Quality Statement , 63 – 64 . Singapore : NPB .
   Google Scholar
• NORIAKI , KANO and ASSOCIATES . 1983 . Quality , Tokyo : Union of Japanese Scientists and Engineers .
   Google Scholar
• NUNNALLY , J. 1967 . Psychometric Theory , New York : McGraw-Hill .
   Google Scholar
• PARASURAMAN , A. , ZEITHAML , V. and BERRY , L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 : 41 – 50 .
   Web of Science ®Google Scholar
• PARASURAMAN , A. , ZEITHAML , V. and BERRY , L. 1988 . SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 : 12 – 40 .
   Web of Science ®Google Scholar
• REITSPERGER , W. , DANIEL , S. and EL-SHAAIEB , S. 1990 . Quality is free: A comparative study of attitudes in the US and Japan . Journal of Purchasing and Materials Management , Spring : 8 – 12 .
   Google Scholar
• SARAPH , G.V.P. , BENSON , G. and SCHROEDER , R.G. 1989 . An instrument for measuring the critical factors of quality management . Decision Sciences , 20 : 810 – 829 .
   Web of Science ®Google Scholar
• STEVENSON , W.J. 1993 . Production/Operations Management , Homewood , IL : Irwin .
   Google Scholar
• STRATEGIC PLANNING INSTITUTE . 1986 . The PIMS Letter on B usiness Strategy No. 4 , Cambridge , MA : PIMS .
   Google Scholar
• TEAS , R. 1993 . Consumer expectations and the measurement of perceived service quality . Journal of Professional Services Marketing , 8 : 33 – 54 .
   Google Scholar
• TENNER , A.R. and DETORO , I.J. 1992 . Total Quality Management: Three Steps to Quality Management , Cambridge , MA : Addison Wesley .
   Google Scholar
• WALBRIDGE , S. and DELENE , L. 1993 . Measuring physician attitudes of service quality . Journal of Health Care Marketing , 13 : 6 – 15 .
   PubMedGoogle Scholar
• US GENERAL ACCOUNTING OFFICE . 1991 . Management Practices: US Companies Improve Performance through Quality Efforts , 91 – 92 . Washington, DC : GAO/NSIAD .
   Google Scholar