Assessing the effectiveness of the Malcolm Baldrige National Quality Award model with municipal government

This study examines the applicability of the MBNQA 2002 criteria to the government sector and contributes to the growing body of literature that addresses the need for performance metrics for government organizations. As the MBNQA is being proposed and pilot tested in government organizations, this work provides support for the transference and application of the model to government services in a municipal government.This study demonstrates the first structural model test using Partial Least Square (PLS) of an instrument that was based on a one-to-one item to criteria correspondence. We collected data from a city government and used PLS to analyze the survey data and tested the MBNQA model fit. The findings of this study show that the proposed Malcolm Baldrige National Quality Award (MBNQA) criteria-based instrument provides a viable set of measures for a municipal government to review and measure their business (organization) processes. These measures can enhance decision making about resource allocations because such measures allow evaluation of processes and a better understanding of the integration among these processes.     

Quality management and organizational context in selected service industries of China

By developing an empirical taxonomy of quality management systems (QMS) in selected service industries in China, we compare the taxonomy of QMS developed in the service industries to that found in previous studies in manufacturing industries. We further investigate contingency relationships between the development of a QMS and its organizational contexts. Based on cluster analyses of quality management practices measured by the Malcolm Baldrige National Quality Award (MBNQA) criteria, we found four patterns of service quality management practices: undeveloped, accommodating, strategic, and soft quality systems. Our research indicates that the type of quality system adopted by an organization is highly associated with organizational contextual factors. Our results indicate that environmental uncertainty shapes the development of a QMS in the early stage, while the perceived importance of quality induces the further development of a QMS to a strategic quality system. The results also show that small service firms that compete locally can achieve very good performance results using a soft quality system, a QMS with no formal process management systems. This research provides empirical evidence on contingent relationships among quality management practices, organizational context, and business performance, thus contributing to contingency theory in quality management.     

Further evidence on the validity of the theoretical models underlying the Baldrige criteria

The Baldrige framework has emerged as both a guide for quality management and the model upon which numerous state and international quality awards are based. It was introduced in 1988 as the foundation for the Malcolm Baldrige National Quality Award. The framework was significantly revised in 1992 and 1997. In order to test the validity of the theoretical model underlying the Baldrige framework as it has evolved over the years, we take the approach of analyzing the constructs upon which the Baldrige categories are based. Path analysis is used to test the fit of each of the three major frameworks, and the sums of direct effects are used to estimate the category weights implied by each of the path models. We found that all three frameworks were a good fit with the Baldrige frameworks for those years, and that both the 1992 and 1997 frameworks improved upon the foundation established by the 1988 framework. Thus, we conclude that appropriate adaptations to the Baldrige framework have been made over the years. We describe the implications for practitioners, in terms of critical success factors, and make recommendations for further minor modifications to the Baldrige framework.     

An empirical assessment of the EFQM Excellence Model: Evaluation as a TQM framework relative to the MBNQA Model

Total quality management (TQM) is an approach to management embracing both social and technical dimensions aimed at achieving excellent results, which needs to be put into practice through a specific framework. Nowadays, quality award models, such as the Malcolm Baldrige National Quality Award (MBNQA) and the European Foundation for Quality Management (EFQM) Excellence Model, are used as a guide to TQM implementation by a large number of organizations. Nevertheless, there is a paucity of empirical research confirming whether these models clearly reflect the main premises of TQM. The purpose of this paper is to analyze the extent to which the EFQM Excellence Model captures the main assumptions involved in the TQM concept, that is, the distinction between technical and social TQM issues, the holistic interpretation of TQM in the firm, and the causal linkage between TQM procedures and organizational performance.     

美国国家质量奖述评

对美国国家质量奖的产生和发展、组织管理、评选程序、评奖标准以及对美国济的促进作用作了全面的介绍和评述。     

Methodological criteria for the internal validity and utility of practice oriented research

For conducting practice oriented research different research strategies are available. In this paper a typology is developed for differentiating between practice oriented research strategies that are data based and participatory research strategies. The former category involves quantitative and qualitative data based research strategies. The latter category, participatory research strategies, includes knowledge based research and practice based research. At present, methodological criteria for assessing the quality of practice oriented research heavily rely on those developed for theory oriented research, in particular internal and external validity and reliability. However, we argue that for assessing the results of practice oriented research other criteria are necessary. In this paper, methodological criteria are formulated for evaluating the internal validity and practical utility of practice oriented research with the help of a Delphi study using research methodologists as experts. They agree upon the criteria of verifiability, comprehensibility and acceptance of the results, as well as holism. Moreover, different categories of participatory and data based research strategies are compared to these criteria. Practice based research and qualitative data based research are best equipped to fulfill these criteria. These findings may enable researchers to make a more deliberate choice for a specific research strategy in practice oriented research.     

波多里奇质量标准浅析

介绍了波多里奇质量奖的概况分析了１９９年度波多里奇质量奖的评选标准，并通过与１９９８年评选标准的比较，总结出波多里奇质量标准的发展趋势。最后，从波多里奇质量评价标准体系的特点及其与ＩＳＯ９０００标准的比较出发，对我国如何应用波多里奇质量标准进行了探讨。     

A replication and extension of quality management into the supply chain

As competition moves beyond a single firm into the supply chain, researchers are beginning to explore quality management (QM) in a supply chain context. The literature suggests that supply chain management (SCM) consists of internal practices, which are contained within a firm, and external practices, which cross organizational boundaries integrating a firm with its customers and suppliers. Supplier quality management and customer focus are two QM practices that are also clearly in the domain of SCM. In this study we investigate how these two supply chain management-related quality practices lead to improved performance and examine the practices that precede and mediate those relationships. In doing so, we replicate and extend the relationships among the QM practices and their effects on firm performance suggested in Kaynak [Kaynak, H., 2003. The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management 21, 405–435] using survey data gathered from firms operating in the U.S. The inclusion of customer focus and supplier quality management in the QM model supports the importance of internal and external integration for quality performance. Implications of the results for researchers and practitioners are discussed, and further research implications are suggested.     

Imperatives of the science of operations and supply-chain management

Although knowledge in operations and supply-chain management (O&SCM) has advanced substantially during the last six decades, our community has not fully utilized the potential for radical innovations. We identify two sets of opportunities for pursuing radical innovations. First, there is an opportunity to pursue all phases of science, including exploratory and qualitative research, developing theories, causation and internal validity, and testing models and theories for external validity (the ability to generalize knowledge to other situations). This would broaden the domain covered by each research effort, minimize the bias resulting from the choice of research paradigm and research domain, to enhance external validity, and to minimize the gap between our research efforts and the real world our community seeks to reshape. Second, there is an opportunity to pursue multiple perspectives because a scientific conclusion valid for a narrow domain may prove to be partially true or even false if one obtains multiple perspectives. Multiple perspectives can be obtained by investigating different parts of the system, by employing different methods of analysis, by using different sources of data, or by using different subsets of the same data. Developing scientific knowledge requires pursuit of all phases of science and of multiple perspectives. In a separate paper, we propose and analyze ways to accomplish it.     

美国国家质量奖实践对中国的启示

文章首先介绍了美国国家质量奖产生的背景、实施情况和实践效果,认为政府在特定时期的质量推动对于国家经济的发展有着不可替代的作用;然后分析了我国当前的质量形势,认为实现经济增长方式的转变关键在于质量竞争力的提升;最后从国家质量发展纲要、名牌战略推动、质量兴市活动和质量人才培养等方面对我国政府如何推动质量进步进行了探讨。     

Team-based organization: the fruits of employee empowerment

Tennalum, a division of Kaiser Aluminum, received the 1995 Shingo Prize for Excellence in Manufacturing. The plant also received the 1995 Tennessee Quality Achievement Award, the criteria for which are based on the Malcolm Baldridge National Quality Award. In 1994, Tennalum received the Clemson University's 21st Century Organizational Excellence Award, 33 Metal Producing Magazine's T.O.P. Award, and the Tennessee Quality Interest Award, and it was a finalist in Industry Week magazine's Top 10 Plants in America. Tennalum also earned ISO-9002 certification during that year. This article explains how Tennalum's people work together as self-directed work teams in an atmosphere of empowerment, involvement, and continuous improvement that translates into outstanding performance results.     

Trends of the human resources management model in Brazilian companies: a forecast according to opinion leaders from the area

This paper is the result of research carried out to identify trends of the human resources management model in Brazilian organizations. In order to do this, we employed a research methodology known as Delphi, which consists of gradually adjusting the perceptions of specialists. Respondents were selected using criteria that characterized them as opinion leaders in human resource management.

Having consulted more than 160 people, we observed that themes such as the management of competences, corporate education and encouragement for organizational learning will be gradually assimilated by companies. One of our main conclusions is that the change process in human resources has ceased to be reactive. Data relating to changes that occurred during the 1980s and 1990s showed that the function concentrated on internal restructuring, on reducing the number of specialist employees, on encouraging the outsourcing of operational processes and on establishing a new model for looking after in-house customers.     

企业人力资源管理质量及其评价系统

企业人力资源管理质量是企业全面质量管理的一个组成部分,它既属于过程质量,也属于结果质量,是企业软质量管理中卓越绩效评价准则(CPE)的主要内容之一。本文在吸收国内外相关研究成果的基础上,基于作者对12家企业的重点调查和对112家企业的问卷调查,从人员能力成熟度(P-CMM)角度提出企业人力资源管理质量评价模型。本文认为企业人力资源管理质量可以从低到高依次划分为事务型、规范型、监督型、绩效型、战略型、文化型和变革型等七个关键过程域(KPA)。在此基础上,论文从二级KPA和关键实践及其标准业务流程(SOP)两个角度,分别讨论了七个KPA的评价问题,并且进一步研究了七个KPA中的关键绩效指标(KPI)的评价问题。     

Towards an understanding of supply chain quality management

In this paper, we define supply chain quality management (SCQM) to operationalize and understand the effect of increased emphasis on supply chain management on the practice of quality management. We review current research in quality management and identify common themes found in the literature. Key quality management content variables identified are customer focus, quality practices, supplier relations, leadership, HR practices, business results, and safety. We use these variables to propose areas for future research in the field of supply chain quality management.     

我国民营制造业企业影响质量因素的研究——基于近年来东南沿海地区调查数据

针对民营企业的质量管理认知的缺乏，以东南沿海地区民营制造业企业为样本，采用多元回归的方法展开了影响我国民营企业质量主要因素的调查。在调查的基础上，通过对调查数据的分析和研究，再次证明影响企业质量水平的关键因素。从而促使民营企业提高对质量管理有效性的认识，便于其转换成其市场竞争力。     

当代管理会计的发展与展望——管理会计终身成就奖获得者成就评析

20世纪50年代以来,管理会计理论得到了不断的丰富、完善和发展。文章通过对七位"管理会计终身成就奖"获得者学术贡献的回顾和分析,勾勒出了管理会计的发展轨迹,并在此基础上对他们的成功经验进行了总结,期望能对当今的管理会计研究有所启发。     

政府部门实施质量管理的可行性

ISO9000族质量标准倡导的基本理念契合现代政府管理的要求,有助于不断提高公共产品和公 共服务的质量。同时,理论的发展和经验的积累也使我国政府部门具备了实施质量管理的可行性。     

Exploring the efficacy of healthcare quality practices, employee commitment, and employee control

This exploratory study examines healthcare quality program practices, employee commitment and control initiatives, and perceived results by surveying the directors of hospital quality programs. U.S. hospitals are renowned to be among the highest in quality, but recent studies assert that the majority of error-related deaths per year are preventable. In response, healthcare organizations have adopted quality management programs. Employee commitment and control theories propose that employee initiatives are critical to patient safety. However, little research has focused on the efficacy of employee commitment and control initiatives for quality programs at healthcare organizations. This study examines the responses from Quality and Risk Directors of 372 U.S. hospitals. The results of structural equation modeling (SEM) demonstrate that perceived quantitative and qualitative quality program results are more highly related to employee commitment and control initiatives than they are related to quality practices.     

卷烟企业制丝质量数据管理系统设计

质量管理是生产管理系统的核心功能,在质量管理的设计过程中我们将以生产线的过程数据为基础,把生产工艺、工艺标准、质量指标、控制环节、质量问题和关键控制设备联系起来,统一管理;在生产过程中通过数据采集来分析评估生产过程的质量数据,发现质量问题、分析质量问题,从而为用户改进产品质量提供数据保证。     

电梯企业质量损失成本分析研究

本文提出了质量损失成本分析在质量损失成本管理中的主要作用和其他要素的关系。同时,论述了质量损失成本分析的目标和方法,最后以某电梯企业的实际数据,对质量损失成本分析在电梯企业中的应用进行了实例分析。