Total Quality Management & Business Excellence, Volume 10, Issue 4-5 (1999)

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Total Quality Management, Volume 10, Issue 4-5 (1999)

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Original Articles

Article
Internal customer satisfaction through involvement
John Addey
Pages: 421-425
Published online: 30 Nov 2009
First Page PreviewforInternal customer satisfaction through involvement | PDF (165.5 KB)
  • 71 Views
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Article
Cultures for continuous improvement and learning
Pervaiz K. Ahmed, Ann Y. E. Loh & Mohamed Zairi
Pages: 426-434
Published online: 30 Nov 2009
First Page PreviewforCultures for continuous improvement and learning | References | PDF (127.6 KB)
  • 1866 Views
  • 60 CrossRef citations
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Article
Total quality: The New Zealand way
T. W. Batley
Pages: 435-438
Published online: 30 Nov 2009
First Page PreviewforTotal quality: The New Zealand way | References | PDF (79.4 KB)
  • 55 Views
  • 2 CrossRef citations
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Article
Implementation of statistical process control and process capability studies: Requirements or free will?
Ann Brannstrom-Stenberg & Mats Deleryd
Pages: 439-446
Published online: 30 Nov 2009
First Page PreviewforImplementation of statistical process control and process capability studies: Requirements or free will? | PDF (165.5 KB)
  • 162 Views
  • 14 CrossRef citations
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Article
Integrating human resource strategy and strategic planning to achieve business excellence
Senga Briggs & William Keogh
Pages: 447-453
Published online: 30 Nov 2009
First Page PreviewforIntegrating human resource strategy and strategic planning to achieve business excellence | PDF (259.8 KB)
  • 679 Views
  • 15 CrossRef citations
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Article
Vision 2000: Positioning the new ISO 9000 standards with respect to total quality management models
Tito Conti
Pages: 454-464
Published online: 30 Nov 2009
First Page PreviewforVision 2000: Positioning the new ISO 9000 standards with respect to total quality management models | PDF (137.1 KB)
  • 217 Views
  • 36 CrossRef citations
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Article
Integrating business excellence and innovation management: Developing a culture for innovation, creativity and learning
Jens J. Dahlgaard & Su Mi Park Dahlgaard
Pages: 465-472
Published online: 30 Nov 2009
First Page PreviewforIntegrating business excellence and innovation management: Developing a culture for innovation, creativity and learning | PDF (416.8 KB)
  • 847 Views
  • 44 CrossRef citations
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Article
The evolution patterns of quality management: Some reflections on the quality movement
Su Mi Park Dahlgaard
Pages: 473-480
Published online: 30 Nov 2009
First Page PreviewforThe evolution patterns of quality management: Some reflections on the quality movement | PDF (91.7 KB)
  • 957 Views
  • 41 CrossRef citations
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Article
Integration of the supply chain for total through-cost reduction
Brian Daniels
Pages: 481-490
Published online: 30 Nov 2009
First Page PreviewforIntegration of the supply chain for total through-cost reduction | PDF (180.6 KB)
  • 78 Views
  • 2 CrossRef citations
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Article
Customer satisfaction and loyalty: The critical elements of service quality
John Disney
Pages: 491-497
Published online: 30 Nov 2009
First Page PreviewforCustomer satisfaction and loyalty: The critical elements of service quality | PDF (88.1 KB)
  • 3120 Views
  • 40 CrossRef citations
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Article
Assessing service quality and its link with value for money in a UK local authority's housing repairs service using the SERVQUAL approach
Mike Donnelly & Edward Shiu
Pages: 498-506
Published online: 30 Nov 2009
First Page PreviewforAssessing service quality and its link with value for money in a UK local authority's housing repairs service using the SERVQUAL approach | PDF (108.3 KB)
  • 258 Views
  • 22 CrossRef citations
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Article
Maximizing the benefits of ISO 9000 implementation
Alex Douglas, David Kirk, Carol Brennan & Arthur Ingram
Pages: 507-513
Published online: 30 Nov 2009
First Page PreviewforMaximizing the benefits of ISO 9000 implementation | References | PDF (113.2 KB)
  • 243 Views
  • 39 CrossRef citations
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Article
On measuring interactions between customer satisfaction and financial results
Jan A. Eklof, Peter Hackl & Anders Westlund
Pages: 514-522
Published online: 30 Nov 2009
First Page PreviewforOn measuring interactions between customer satisfaction and financial results | PDF (133.2 KB)
  • 384 Views
  • 49 CrossRef citations
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Article
The impact of creativity and learning on business excellence
Jacob K. Eskildsen, Jens J. Dahlgaard & Anders Norgaard
Pages: 523-530
Published online: 30 Nov 2009
First Page PreviewforThe impact of creativity and learning on business excellence | PDF (99.2 KB)
  • 692 Views
  • 28 CrossRef citations
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Article
Achieving customer loyalty in an educational market-place
Mel Farrar & Helen Crabtree
Pages: 531-539
Published online: 30 Nov 2009
First Page PreviewforAchieving customer loyalty in an educational market-place | PDF (272.7 KB)
  • 46 Views
  • 3 CrossRef citations
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Article
Process orientation: The Swedish experience
Torbjorn Forsberg, Lars Nilsson & Marc Antoni
Pages: 540-547
Published online: 30 Nov 2009
First Page PreviewforProcess orientation: The Swedish experience | References | PDF (190.9 KB)
  • 149 Views
  • 17 CrossRef citations
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Article
Creating a shared vision: An exercise in inspiration and communication at British Airways Interiors Engineering
Robert Fowles & Michael Edwards
Pages: 548-553
Published online: 30 Nov 2009
First Page PreviewforCreating a shared vision: An exercise in inspiration and communication at British Airways Interiors Engineering | PDF (96.5 KB)
  • 86 Views
  • 0 CrossRef citations
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Article
Knowledge management: The way forward
Chris Gore & Emma Gore
Pages: 554-560
Published online: 30 Nov 2009
First Page PreviewforKnowledge management: The way forward | PDF (97.7 KB)
  • 338 Views
  • 65 CrossRef citations
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Article
Customer satisfaction at the Sheffield World Congress, 1998
Jonathan K. Gorst, William Wallace & Gopal K. Kanji
Pages: 561-568
Published online: 30 Nov 2009
First Page PreviewforCustomer satisfaction at the Sheffield World Congress, 1998 | References | PDF (134.9 KB)
  • 63 Views
  • 8 CrossRef citations
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Article
Fast elimination of product faults in current series
G. Guthenke & M. Leiters
Pages: 569-575
Published online: 30 Nov 2009
First Page PreviewforFast elimination of product faults in current series | References | PDF (169.7 KB)
  • 26 Views
  • 1 CrossRef citations
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Article
Standardized process improvement for construction enterprises
A. Hutchinson & M. Finnemore
Pages: 576-583
Published online: 30 Nov 2009
First Page PreviewforStandardized process improvement for construction enterprises | PDF (330.6 KB)
  • 212 Views
  • 12 CrossRef citations
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Article
Integrating total quality management and business process re-engineering: Is it enough?
Yasar F. Jarrar & Elaine M. Aspinwall
Pages: 584-593
Published online: 30 Nov 2009
First Page PreviewforIntegrating total quality management and business process re-engineering: Is it enough? | PDF (188.4 KB)
  • 202 Views
  • 14 CrossRef citations
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Article
Customer value-driven strategies
Michael Kaye & Marilyn Dyason
Pages: 594-601
Published online: 30 Nov 2009
First Page PreviewforCustomer value-driven strategies | PDF (135 KB)
  • 186 Views
  • 2 CrossRef citations
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Article
Measuring the impact of buying behaviour on customer satisfaction
Kai Kristensen, Anne Martensen & Lars Gronholdt
Pages: 602-614
Published online: 30 Nov 2009
First Page PreviewforMeasuring the impact of buying behaviour on customer satisfaction | PDF (154.5 KB)
  • 3423 Views
  • 84 CrossRef citations
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Article
Managing for quality through knowledge management
Kwang K. Lim, Pervaiz K. Ahmed & Mohamed Zairi
Pages: 615-621
Published online: 30 Nov 2009
First Page PreviewforManaging for quality through knowledge management | References | PDF (116.6 KB)
  • 365 Views
  • 55 CrossRef citations
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Article
Cultivating a quality mind-set
W. M. Mak
Pages: 622-626
Published online: 30 Nov 2009
First Page PreviewforCultivating a quality mind-set | PDF (57.4 KB)
  • 65 Views
  • 8 CrossRef citations
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Article
Integrating business excellence and innovation management: Developing vision, blueprint and strategy for innovation in creative and learning organizations
Anne Martensen & Jens J. Dahlgaard
Pages: 627-635
Published online: 30 Nov 2009
First Page PreviewforIntegrating business excellence and innovation management: Developing vision, blueprint and strategy for innovation in creative and learning organizations | PDF (155.1 KB)
  • 454 Views
  • 25 CrossRef citations
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Reviews

Review Article
Review, critique and assessment of customer care
Desmond Mcatarsney
Pages: 636-646
Published online: 30 Nov 2009
First Page PreviewforReview, critique and assessment of customer care | PDF (1,004.8 KB)
  • 93 Views
  • 5 CrossRef citations
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Original Articles

Article
Business excellence through quality: Indian experience
Janak Mehta
Pages: 647-652
Published online: 30 Nov 2009
First Page PreviewforBusiness excellence through quality: Indian experience | PDF (95.2 KB)
  • 47 Views
  • 9 CrossRef citations
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Article
Exploring components of business improvement in the business sector
Neil Mitchell & Rodney Mcadam
Pages: 653-658
Published online: 30 Nov 2009
First Page PreviewforExploring components of business improvement in the business sector | PDF (62.9 KB)
  • 26 Views
  • 1 CrossRef citations
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Article
Relationship marketing needs total quality management
D. S. Morris, Bradley R. Barnes & James E. Lynch
Pages: 659-665
Published online: 30 Nov 2009
First Page PreviewforRelationship marketing needs total quality management | PDF (109.5 KB)
  • 330 Views
  • 28 CrossRef citations
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Article
Modernizing the NHS for the millennium
Uche Nwabueze
Pages: 666-672
Published online: 30 Nov 2009
First Page PreviewforModernizing the NHS for the millennium | PDF (104.7 KB)
  • 43 Views
  • 1 CrossRef citations
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Article
Improving service quality within the supply chain: An Australian study
Marcia Perry & Amrik Sohal
Pages: 673-678
Published online: 30 Nov 2009
First Page PreviewforImproving service quality within the supply chain: An Australian study | PDF (82.8 KB)
  • 101 Views
  • 11 CrossRef citations
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Article
The quality of environmental information: A new tool in achieving customer loyalty
Maria Proto & Stefania Supino
Pages: 679-683
Published online: 30 Nov 2009
First Page PreviewforThe quality of environmental information: A new tool in achieving customer loyalty | PDF (73.8 KB)
  • 56 Views
  • 4 CrossRef citations
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Article
Establishing a shared vision under total quality management: Theory and practice
Suzanne Richbell & Ioanna Ratsiatou
Pages: 684-689
Published online: 30 Nov 2009
First Page PreviewforEstablishing a shared vision under total quality management: Theory and practice | PDF (83.4 KB)
  • 121 Views
  • 7 CrossRef citations
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Article
Scorekeepers to business partners: Repositioning the finance function
Lee Robinson
Pages: 690-696
Published online: 30 Nov 2009
First Page PreviewforScorekeepers to business partners: Repositioning the finance function | PDF (116.1 KB)
  • 79 Views
  • 3 CrossRef citations
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Article
Business excellence: From outside in or inside out?
Steve Russell
Pages: 697-703
Published online: 30 Nov 2009
First Page PreviewforBusiness excellence: From outside in or inside out? | PDF (101.8 KB)
  • 239 Views
  • 7 CrossRef citations
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Article
The new competencies of leadership
Peter R. Scholtes
Pages: 704-710
Published online: 30 Nov 2009
First Page PreviewforThe new competencies of leadership | References | PDF (107.7 KB)
  • 402 Views
  • 9 CrossRef citations
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Article
The power of balance: Solving the paradox of control and development
Steve Shaughnessy
Pages: 711-716
Published online: 30 Nov 2009
First Page PreviewforThe power of balance: Solving the paradox of control and development | PDF (77.5 KB)
  • 24 Views
  • 0 CrossRef citations
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Article
From benchmarking to business process re-engineering: A case study
Mike Simpson, Dimitra Kondouli & Pui Hung Wai
Pages: 717-724
Published online: 30 Nov 2009
First Page PreviewforFrom benchmarking to business process re-engineering: A case study | PDF (94 KB)
  • 314 Views
  • 14 CrossRef citations
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Article
Cultural dynamics for quality: The polar plot model
J. Sommerville, R. K. Stocks & H. W. Robertson
Pages: 725-732
Published online: 30 Nov 2009
First Page PreviewforCultural dynamics for quality: The polar plot model | PDF (78.4 KB)
  • 74 Views
  • 8 CrossRef citations
  • 0Altmetric
Article
Votes for excellence
Claire Louise Stone
Pages: 733-738
Published online: 30 Nov 2009
First Page PreviewforVotes for excellence | PDF (464.8 KB)
  • 21 Views
  • 0 CrossRef citations
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Article
The enterprise development: Direct employee participation in strategic planning
Tor Tonnessen & Torger Gjefsen
Pages: 739-744
Published online: 30 Nov 2009
First Page PreviewforThe enterprise development: Direct employee participation in strategic planning | PDF (84.2 KB)
  • 190 Views
  • 3 CrossRef citations
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Article
Will our educational system be the solution or the problem?
Myron Tribus
Pages: 745-771
Published online: 30 Nov 2009
First Page PreviewforWill our educational system be the solution or the problem? | PDF (793.2 KB)
  • 27 Views
  • 5 CrossRef citations
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Article
Measuring the satisfaction gap: Education in the market-place
P. Long, T. Tricker, M. Rangecroft & P. Gilroy
Pages: 772-778
Published online: 30 Nov 2009
First Page PreviewforMeasuring the satisfaction gap: Education in the market-place | PDF (95.6 KB)
  • 184 Views
  • 22 CrossRef citations
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Article
Integrating safety and quality: Building to achieve excellence in the workplace
Barry J. Warrack & Madhav N. Sinha
Pages: 779-785
Published online: 30 Nov 2009
First Page PreviewforIntegrating safety and quality: Building to achieve excellence in the workplace | PDF (134.8 KB)
  • 231 Views
  • 13 CrossRef citations
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Article
Partnering through cooperative goals in supply chain relationships
Alfred Wong
Pages: 786-792
Published online: 30 Nov 2009
First Page PreviewforPartnering through cooperative goals in supply chain relationships | References | PDF (109.5 KB)
  • 284 Views
  • 31 CrossRef citations
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Article
Collaborating to compete: Benchmarking through regional partnerships
David J. Yarrow & Vas B. Prabhu
Pages: 793-802
Published online: 30 Nov 2009
First Page PreviewforCollaborating to compete: Benchmarking through regional partnerships | PDF (141 KB)
  • 203 Views
  • 13 CrossRef citations
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Article
Critical success factors for total quality management implementation in small and medium enterprises
Sha'Ri Mohd Yusof & Elaine Aspinwall
Pages: 803-809
Published online: 30 Nov 2009
First Page PreviewforCritical success factors for total quality management implementation in small and medium enterprises | PDF (67.4 KB)
  • 2722 Views
  • 102 CrossRef citations
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Article
Benchmarking maturity as we approach the millennium?
Mohamed Zairi & Pervaiz K. Ahmed
Pages: 810-816
Published online: 30 Nov 2009
First Page PreviewforBenchmarking maturity as we approach the millennium? | References | PDF (115.5 KB)
  • 198 Views
  • 46 CrossRef citations
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