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Volume 12, Issue 7-8

Total Quality Management & Business Excellence

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Total Quality Management & Business Excellence, Volume 12, Issue 7-8 (2001)

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Total Quality Management, Volume 12, Issue 7-8 (2001)

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Original Articles

Article

Obituary for Dr. Hansraj J. Bajaria

Pages: 815-817

Published online: 07 Sep 2007

CitationforObituary for Dr. Hansraj J. Bajaria | PDF (88.5 KB)

420 Views
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Free Access

Article

Emerging elements of a world view for sustainable quality

Kostas N. Dervitsiotis

Pages: 817-824

Published online: 07 Sep 2007

AbstractforEmerging elements of a world view for sustainable quality | References | PDF (483.9 KB)

45 Views
2 CrossRef citations
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Article

The implications of service quality gaps for strategy implementation

Carlos J. F. Cândido & D. S. Morris

Pages: 825-833

Published online: 07 Sep 2007

AbstractforThe implications of service quality gaps for strategy implementation | References | PDF (555.4 KB)

189 Views
12 CrossRef citations
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Article

Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study

Claes Cassel & Jan A. Eklöf

Pages: 834-841

Published online: 07 Sep 2007

AbstractforModelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study | References | PDF (350.2 KB)

492 Views
59 CrossRef citations
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Article

Approaching quality in an ever-changing world

Hans Bajaria

Pages: 842-848

Published online: 07 Sep 2007

AbstractforApproaching quality in an ever-changing world | PDF (372.4 KB)

38 Views
2 CrossRef citations
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Article

Quality management system design: A visionary approach

John Addey

Pages: 849-854

Published online: 07 Sep 2007

AbstractforQuality management system design: A visionary approach | References | PDF (362.2 KB)

97 Views
3 CrossRef citations
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Article

Employee selection in a total quality management context: Taking a hard look at a soft issue

Christopher J. Rees & Doran Ed

Pages: 855-860

Published online: 07 Sep 2007

AbstractforEmployee selection in a total quality management context: Taking a hard look at a soft issue | References | PDF (427.8 KB)

437 Views
9 CrossRef citations
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Article

Business excellence: What is to be done ?

Hans Dieter Seghezzi

Pages: 861-866

Published online: 07 Sep 2007

AbstractforBusiness excellence: What is to be done ? | References | PDF (371.9 KB)

193 Views
10 CrossRef citations
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Article

Customer satisfaction: How can I measure it?

Yoshio Kondo

Pages: 867-872

Published online: 07 Sep 2007

AbstractforCustomer satisfaction: How can I measure it? | References | PDF (382.4 KB)

1573 Views
30 CrossRef citations
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Article

Structural analysis and measurement of customer perceptions, assuming measurement and specifications errors

Anders H. Westlund, Claes M. Cassel, Jan Eklöf & Peter Hackl

Pages: 873-881

Published online: 07 Sep 2007

AbstractforStructural analysis and measurement of customer perceptions, assuming measurement and specifications errors | References | PDF (496.4 KB)

75 Views
11 CrossRef citations
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Article

Measuring organizational effectiveness in the NHS: Management style and structure best practices

Mohamed Zairi & Yasar F. Jarrar

Pages: 882-889

Published online: 07 Sep 2007

AbstractforMeasuring organizational effectiveness in the NHS: Management style and structure best practices | References | PDF (514.6 KB)

1121 Views
8 CrossRef citations
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Article

Customer satisfaction: some results for European Retailing

Kai Kristensen, Hans Jørn Juhl & Peder Østergaard

Pages: 890-897

Published online: 07 Sep 2007

AbstractforCustomer satisfaction: some results for European Retailing | References | PDF (464.3 KB)

255 Views
18 CrossRef citations
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Article

Kanji's Business Scorecard

Gopal K. Kanji & Patrícia Moura E Sá

Pages: 898-905

Published online: 07 Sep 2007

AbstractforKanji's Business Scorecard | References | PDF (526.9 KB)

339 Views
13 CrossRef citations
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Article

Future trends in benchmarking for competitive advantage: A global survey

Yasar F. Jarrar & Mohamed Zairi

Pages: 906-912

Published online: 07 Sep 2007

AbstractforFuture trends in benchmarking for competitive advantage: A global survey | References | PDF (433.2 KB)

667 Views
28 CrossRef citations
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Article

Leadership for effective supply chain partnership

Alfred Wong

Pages: 913-919

Published online: 07 Sep 2007

AbstractforLeadership for effective supply chain partnership | References | PDF (457.1 KB)

156 Views
15 CrossRef citations
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Article

The role of customer satisfaction in achieving business excellence

Drago Dubrovski

Pages: 920-925

Published online: 07 Sep 2007

AbstractforThe role of customer satisfaction in achieving business excellence | References | PDF (393.2 KB)

707 Views
36 CrossRef citations
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Article

The Malaysian Total Performance Excellence Model: A conceptual framework

Nooreha Husain, Mokhtar Abdullah, Fazli Idris & Ridzuan Mohd Sagir

Pages: 926-931

Published online: 07 Sep 2007

AbstractforThe Malaysian Total Performance Excellence Model: A conceptual framework | References | PDF (361.4 KB)

114 Views
10 CrossRef citations
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Article

Measuring the relationship between total quality management and sustainable competitive advantage: A resource-based view

Ana Belén Escrig Tena, Juan Carlos Bou Llusar & Vicente Roca Puig

Pages: 932-938

Published online: 07 Sep 2007

AbstractforMeasuring the relationship between total quality management and sustainable competitive advantage: A resource-based view | References | PDF (462.2 KB)

808 Views
51 CrossRef citations
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Article

Measuring customer satisfaction: Evidence from Hong Kong retail banking industry

Yuk-Lan Wong Winnie & Gopal K. Kanji

Pages: 939-948

Published online: 07 Sep 2007

AbstractforMeasuring customer satisfaction: Evidence from Hong Kong retail banking industry | References | PDF (680.1 KB)

332 Views
6 CrossRef citations
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Article

Using employee satisfaction measurement to improve people management: An adaptation of Kano's quality types

Martensen Anne & Lars Grønholdt

Pages: 949-957

Published online: 07 Sep 2007

AbstractforUsing employee satisfaction measurement to improve people management: An adaptation of Kano's quality types | References | PDF (502.3 KB)

935 Views
23 CrossRef citations
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Article

The Balanced Scorecard of the Swedish Police Service: 7000 officers in total quality management project

Kjell Elefalk

Pages: 958-966

Published online: 07 Sep 2007

AbstractforThe Balanced Scorecard of the Swedish Police Service: 7000 officers in total quality management project | PDF (545.4 KB)

251 Views
14 CrossRef citations
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Article

Systems approaches to total quality management

Joseph Taiwo

Pages: 967-973

Published online: 07 Sep 2007

AbstractforSystems approaches to total quality management | References | PDF (458.4 KB)

276 Views
4 CrossRef citations
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Article

Learning from others: Benchmarking in diverse tourism enterprises

Michele Cano, Siobhan Drummond, Chris Miller & Steven Barclay

Pages: 974-980

Published online: 07 Sep 2007

AbstractforLearning from others: Benchmarking in diverse tourism enterprises | References | PDF (401.5 KB)

192 Views
11 CrossRef citations
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Article

Economic impacts of quality awards: Does offering an award bring returns to the state?

Fisher Caroline, Dauterive Jerry & Barfield Jesse

Pages: 981-987

Published online: 07 Sep 2007

AbstractforEconomic impacts of quality awards: Does offering an award bring returns to the state? | References | PDF (410.8 KB)

110 Views
2 CrossRef citations
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Article

Implementation of total quality management in small organizations: A case study in Sweden

Jonas Hansson

Pages: 988-994

Published online: 07 Sep 2007

AbstractforImplementation of total quality management in small organizations: A case study in Sweden | References | PDF (465.1 KB)

246 Views
7 CrossRef citations
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Article

Assessing customer satisfaction with local authority services using SERVQUAL

Mik Wisniewski

Pages: 995-1002

Published online: 07 Sep 2007

AbstractforAssessing customer satisfaction with local authority services using SERVQUAL | References | PDF (529.6 KB)

452 Views
25 CrossRef citations
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Article

Total quality management in the West, East and Russia: Are we different?

Irina Selivanova & Jan Eklöf

Pages: 1003-1009

Published online: 07 Sep 2007

AbstractforTotal quality management in the West, East and Russia: Are we different? | References | PDF (414.6 KB)

65 Views
2 CrossRef citations
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Article

The development of an Excellence Model for Portuguese higher education institutions

Maria João Pires Da Rosa, Pedro M. Saraiva & Henrique Diz

Pages: 1010-1017

Published online: 07 Sep 2007

AbstractforThe development of an Excellence Model for Portuguese higher education institutions | References | PDF (522 KB)

204 Views
22 CrossRef citations
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Article

The structural relationships between total quality management, competitive advantage and bottom line financial performance: An empirical study of Malaysian manufacturing companies

Arawati Agus & Ridzuan Mohd Sagir

Pages: 1018-1024

Published online: 07 Sep 2007

AbstractforThe structural relationships between total quality management, competitive advantage and bottom line financial performance: An empirical study of Malaysian manufacturing companies | References | PDF (462.8 KB)

255 Views
19 CrossRef citations
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Article

Leadership in higher education

J. Davies, M. T. Hides & S. Casey

Pages: 1025-1030

Published online: 07 Sep 2007

AbstractforLeadership in higher education | References | PDF (413.3 KB)

2236 Views
44 CrossRef citations
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Article

Living Condition Index measurements and analysis in Saint Petersburg, Russia

I. Dukeov, J. Eklöf, C. Cassel, I. Selivanova & L. Murguletz

Pages: 1031-1046

Published online: 07 Sep 2007

AbstractforLiving Condition Index measurements and analysis in Saint Petersburg, Russia | References | PDF (377.3 KB)

55 Views
0 CrossRef citations
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Article

Customer satisfaction and retention in transition economies

L. Murgulets, J. Eklöf, I. Dukeov & I. Selivanova

Pages: 1037-1046

Published online: 07 Sep 2007

AbstractforCustomer satisfaction and retention in transition economies | References | PDF (587.9 KB)

173 Views
11 CrossRef citations
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Article

Managing improvement in the public sector

D. G. McFarlane

Pages: 1047-1053

Published online: 07 Sep 2007

AbstractforManaging improvement in the public sector | PDF (396.6 KB)

82 Views
3 CrossRef citations
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Article

Using aggregate Customer Satisfaction Index: Challenges and problems of comparison with special reference to Russia

Vassily Dermanov & Jan Eklöf

Pages: 1054-1063

Published online: 07 Sep 2007

AbstractforUsing aggregate Customer Satisfaction Index: Challenges and problems of comparison with special reference to Russia | References | PDF (658.5 KB)

90 Views
13 CrossRef citations
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