Contingency relationships of firm size,TQM duration,unionization, and industry context on TQM implementation—A focus on total effects

Past TQM literature has been inconclusive in resolving the validity of the universalistic approach versus the contingency approach of TQM implementation. In this paper we contribute to the resolution of this debate by using a total effects approach within the contingency perspective. We propose a culture-quality system design-outcomes framework for TQM implementation. We then use this framework to study the differences in total effects relationships among TQM constructs across four contingencies, firm size, TQM duration, unionization, and industry type. Data from a sample of 394 plants (SIC codes 20 through 39) are used to test the validity of our contingency model. Our results revealed that firm size, TQM duration, and industry type moderate the influence of total effects of culture (top management commitment, customer focus, and trust) on final outcomes (process quality, product quality, and customer satisfaction). These contingencies also moderate the influence of total effects of quality system design (design management, training, empowerment, quality information usage, supplier quality management, and process quality management) on final outcomes. The strongest contributor to variation in total effects across groups was industry type, followed by size and then TQM duration. To a lesser extent, unionization was a moderator in total effects relationships. These findings uniquely contribute to the emerging contingency theory of TQM implementation.     

Top management leadership,employee empowerment,job satisfaction,and customer satisfaction in TQM organizations: an empirical study

Top management leadership and employee empowerment are considered two of the most important principles of total quality management (TQM) because of their assumed relationship with customer satisfaction. As a result, many top management leadership and employee empowerment strategies and practices have been suggested in the management literature. However, few studies have been done to test this assumed relationship and determine which of these strategies and practices may be most effective in bringing about the intended results. This study surveyed organizations that have adopted TQM to determine the relationship between top management leadership, employees' empowerment, job satisfaction, and customers' satisfaction. The results reveal positive correlation between top management leadership, employee empowerment, job satisfaction, and customer satisfaction. Employee empowerment and improved levels of job satisfaction are facilitated by top management leadership and commitment to the TQM goal of customer satisfaction by creating an organizational climate that emphasizes total quality and customer satisfaction. Effective strategies for achieving employee empowerment and job satisfaction, together with top management leadership roles in a TQM environment, are identified and discussed.     

TQM practice in real-estate industry using AHP

Total quality management (TQM) has been recognized as a successful management philosophy that can be successfully practiced in the Real-estate industry. The purpose of this research is to determine the important factors that influence the TQM practice in real estate industry. The research methods employed included a literature review, in-depth interviews and focus group techniques which were used as a first to identify ten constructs of TQM in organizations. That is Top Management Commitment, Customer Focus, Benchmarking, Continuous Improvement, Supplier Quality Management, Product Innovation, Product Quality, Employee’s Involvement, Rewards and Recognition, Educational and Training. The AHP questionnaires were sent as 142 organizations of members of the Confederation of Real Estate Developers’ Associations of India, in the metro city of Bangalore, Chennai, Kolkata and Mumbai. The sampling procedure resulted in an overall response rate of 51% and the result was categorized based on organization size—small, medium and large. Then, the empirical study adopted the techniques of the Analytic Hierarchy Process to solicit opinions from 72 expert opinion collected through mail questionnaire. The results show that Employee involvement, top management commitment, employee customer focus, plays very important role for TQM practice in organizations. The results show that the Employee’s Involvement is most important to TQM practice in India. This is not difficult to understand, since the less than desirable record of real-estate industry. Therefore, the key to a successful strategy is to rebuild the confidence of TQM practice in real-estate industry.     

Operational,organizational, and human resource factors predictive of customer perceptions of service quality

The overall objective of this study was to examine the relationship between total quality management (TQM) factors and business unit performance as measured by customer perceptions of service quality. Data were collected from 26 business units of larger service organizations. Analyses confirmed our hypotheses that customer perceptions would be a function of a combination of operational, organizational, and human resource factors that have been associated with TQM.     

‘How would you measure something like that?’: Quality in a Retail Bank

In this paper we explore a case study of total quality management (TQM) within the financial services sector. We demonstrate that a ‘conformance to requirements’ approach towards TQM is concerned with increasing management’s physical and financial control over procedures, documentation, systems and people. Such an approach only partially addresses quality because (a) there can never be a precise ‘conformance’ and (b) this approach neglects customers and employees. We illustrate that often management do not understand the flaws/problematics and underlying philosophy behind TQM. Thus they continue to adopt ‘inconsistent’ approaches, such as attempting to control costs and employees while espousing the importance of the customer and the need for a trust-based culture. Yet, whether or not they understand the rationale behind TQM and attempt to widen their focus by considering people and customers more directly, we argue that management cannot easily adopt a ‘consistent’ approach because a preoccupation with controlling costs is bound up with career-based identities and hierarchical power relations. Ultimately we argue that management cannot control ‘quality’ in any simple top down way, essentially because of the ‘indeterminacy’ of labour, the ‘intangibility’ of customer satisfaction, and the complexity of organizational power and identity relations.     

Who Adopts Total Quality Management (TQM): Theory and An Empirical Test

The recent emergence of total quality management (TQM) in the U.S. has spawned a great deal of interest in management circles as well as in the mass media. However, despite the growing number of firms that have adopted this management technique, few formal tests exist concerning the pattern of adoption as well as the changes that accompany the adoption of TQM. This paper contrasts models of production for TQM and non-TQM firms in order to explore reasons why some firms but not others have adopted the TQM approach to quality improvement. Predictions arising from such a comparison are tested using a unique data set that combines data on firms from three different sources. Our findings tend to support the proposed theory of systematic differences between firms that find it advantageous to adopt TQM and firms that do not. We also find evidence that firms adopting TQM experience greater growth in sales, employment, and capital stock.     

A model for total quality management in higher education

Total quality management (TQM) is widely recognised as a management philosophy for improving customer satisfaction and organisational performance. However, there is no consensus over the critical success factors of TQM, in particular, in higher education (HE) and developing countries. Literature shows mixed results on the success and applicability of TQM principles in education, thus, underlining the need to revisit the application of TQM principles in HE. This paper identifies the critical success factors of TQM in Pakistani universities. Data was collected from faculty members of universities through questionnaires. The findings reveal that ‘leadership’, ‘vision’, ‘measurement and analysis’, ‘process control and evaluation’, ‘programs design and resources allocation’ and ‘stakeholder focus’ emerge as the critical success factors of TQM in HE. The findings have implications at macro, meso, and micro levels of HE.     

Market orientation practices enhancing corporate environmental performance via knowledge creation: Does environmental management system implementation matter?

The academic literature on environmental management has provided extensive insights into the determinants of corporate environmental performance. However, few empirical studies have explored whether and how three core components of corporate market orientation (i.e., customer orientation, competitor orientation, and interfunctional coordination) affect environmental performance. Building on institutional theory and the absorptive capacity perspective, this study investigates the relationships among market orientation, knowledge creation, and environmental performance, as well as the moderating effects of environmental management system implementation. On the basis of survey data from 237 Chinese manufacturing firms, we used hierarchical multiple regression analyses to test the hypotheses. The findings indicate that knowledge creation completely mediates the influence of competitor orientation on environmental performance and partially mediates the influence of customer orientation and interfunctional coordination on environmental performance. In addition, environmental management system implementation positively moderates the relationship between knowledge exchange and environmental performance.     

A contingency-configurational view of purchasing operations: The mediating role between supplier relationship and firm performance

The literature has considered purchasing and supply management activities from a strategic perspective, but the tactical role of purchasing operations has yet to be explored. Purchasing operations represent the internal modus operandi for transactions with suppliers, comprising three main activities – purchasing transactions, purchasing document management, and purchasing assessment – and supportive activities like purchasing knowledge management. Following the contingency theory, we hypothesize that these internal activities mediate between external supplier relationship management and firm performance (financial, customer and delivery performance). Complementarily, we adopt the configurational theory to hypothesize that this link between external and internal activities can be combined to increase firm performance. To test this contingency-configurational view of purchasing operations, we conducted a quantitative survey with 234 companies. The regression results of the contingency analysis show that purchasing operations activities have a full mediation role in most relationships between supplier relationship management and firm performance, while knowledge management positively moderates the association between purchasing assessment and customer performance. Moreover, the cluster analysis for the configurational analysis shows that supplier relationship management and purchasing operations follow maturity levels of joint implementation of internal and external activities. Our findings shed light on the purchasing operations by defining the activities representing this concept and showing their role in supply management. We also contribute to practice by proposing an integrative system that helps managers organize the firm's purchasing and supply management activities.     

Knowing What You Don’t Know? Discourses and Contradictions in Knowledge Management Research

ABSTRACT Even though knowledge management scholars generally advocate explicit management of knowledge, there is research that cautions against the unintended consequences of such efforts. Some researchers go as far as arguing that knowledge and management are contradictory concepts ( Alvesson and Kärreman, 2001 ). This paper explores the apparent double‐edged nature of knowledge management by developing a theory‐based framework that highlights different fundamental assumptions about knowledge and its management. This framework, which is an adaptation of Burrell and Morgan's four paradigms of social and organizational inquiry, distinguishes among a neo‐functionalist, a constructivist, a critical and a dialogic discourse. We use the contradiction of managing tacit knowledge, which has been highlighted in the knowledge management literature, as an analytical device to explore the four discourses in more detail. We show how notions of knowledge, and what it means to manage knowledge, vary across the four discourses. We conclude that all four discourses need to be appreciated, understood and represented in knowledge management research for this area of inquiry to deal with the rich and problematic nature of managing knowledge in practice.     

Relationship between total quality management (TQM) and continuous improvement of international project management (CIIPM)

The purpose of this study is to investigate the relationship between the total quality management (TQM) practice and the continuous improvement of international project management (CIIPM) practice. Based on a literature review and qualitative interviews with TQM and project management experts, four hypotheses are posed on how TQM elements affect CIIPM. A cross-sectional survey collected from over 100 mid to senior level international managers is used to validate these hypotheses. The study suggests that the relationship between ‘soft’ TQM elements and CIIPM is more significant than the relationship between ‘hard’ TQM elements and CIIPM.     

TQM and BPR: Beyond the Beyond Myth

It is generally assumed in the popular management literature that the TQM (total quality management) and BPR (business process re-engineering) movements are the two latest expressions of an increasing sophistication in management techniques and principles. Following this logic it only is a matter of time before they will be superseded by yet another management innovation. This paper aims to explode this ‘beyond’ myth by exposing the underlying logic of TQM and BPR implementation patterns in two case companies. Empirical findings will be related back to critical approaches to the study of TQM and BPR. Concrete suggestions as to how to move beyond the quick fix managerial mode will be proposed. Our approach is intended to provide a counterweight to the unreflective discourse surrounding TQM and BPR by breaking open the naturalness of this discourse. It supplies a few landmarks for managers and researchers to take a step back, hesitate, and reflect on the phenomenon of planned organizational change.     

服务补救对顾客满意度影响的研究综述

目前我国服务补救理论处于发展初期,各学者只从某一个角度出发研究,尚未形成一个理论体系,通过文献研究法对现有的服务补救理论进行了分析,总结出了服务补救影响顾客满意度的三种心理学理论解释,分别是归因理论、公平理论、期望理论。希望该结论将会指导服务业的服务质量管理,提高服务水平。     

Employment protection regimes and dismissal of members in worker cooperatives

In connection with the "Great Reset" literature in management and organizational theory, this article discusses human resource sustainability, employment stability, and layoffs in worker cooperatives, a unique organizational form in which employees are members holding residual control rights. Theoretical and empirical contributions show that worker control stabilizes employment better than investor ownership, opening the door to stronger employment protection. The paper leverages key theoretical insights from evolutionary economics and systems theory to discuss the benefits and critical elements associated with limiting member layoffs in worker cooperatives. While strong employment protection can lead to short-term inefficiencies and underperformance due to labour hoarding, imperfections in governance and control mechanisms, it can foster better accumulation and retention of firm-specific human capital and dynamic capabilities, thereby supporting long-term performance.     

Economics of total quality management

This paper presents two models of the economics of total quality management. In the first, the concept of quality management is viewed as a technological innovation that requires investment. To reduce cost and improve quality, firms must make investments that are largely sunk. The effect of market competition on quality related technology investments is studied. Several results follow. With new quality technologies, price falls, quality rises and average cost declines. Firms must anticipate rivals' technology choices and the market prices when justifying quality technology investments. When all firms quickly adopt quality technology, returns of such investments are normal, that is, have a zero net present value. However, firms that do not invest in quality related technology are forced from the market. A firm that is faced by competitors that are slow to adopt quality related technology, can earn positive returns by early adoption. The firm invests more in quality related technology, and produces higher quality products, charges a higher price and earns higher profits than competitors. The firm's quality, price and profit advantages persist over time. In the second model, we show that firm value increases when customer satisfaction is used as an objective by aligning incentives. This explains the common use of customer satisfaction measures in TQM programs.     

TOURISM,RESIDENTS’ WELFARE AND ECONOMIC CHOICE: A LITERATURE REVIEW

Over the past decades, tourism development has raised economics, social and environmental issues, particularly for host communities. This paper provides a wide ranging review of the existing literature aimed at underpinning empirical tourism research with a robust economic framework. So far, tourism research has mostly focused on either quantitative or qualitative approaches that lack a strong economic theoretical setting. Most of the literature on resident's welfare analysis concentrates on their attitudes and perceptions without taking explicitly into account their preferences about policy development based on a cost‐benefit assessment. Hence, the purpose of this paper is to draw connections within the current body of research to explain the relationship between residents and tourism activity, as well as consumer theory and economic choice. In this way, it is possible to construct a multidimensional framework that allows one to analyse residents’ welfare in a systematic and more comprehensive manner.     

A Measure of Staff Perceptions of Quality-Oriented Organizational Performance: Initial Development and Internal Consistency

The present study originated from a university's effort to develop a Total Quality Management (TQM) system for improving the quality of staff services. This extends TQM into a major service sector, higher education, which has only recently begun to explore TQM applications. Integral to this effort was the development of an instrument for assessing service quality based on staff perceptions. The instrument was based on a core set of dimensions identified as common to the Malcolm Baldridge National Quality Award, and the psychology and management literatures. Initial support for this instrument came from high reliability coefficients for each of the component scales. Recommendations for further validation efforts and potential practical applications are also discussed.     

Platform economics and antitrust enforcement: A little knowledge is a dangerous thing

Although the economics of multisided platforms has developed important insights for antitrust policy, there are critical respects in which the body of academic knowledge falls short of providing useful advice to enforcement agencies and the courts. Indeed, there is a substantial risk that recent scholarship will be misapplied to the detriment of sound antitrust policy, as evidenced by the US Supreme Court's recent decision in American Express. In this note, I identify several areas in which economics research could potentially make significant contributions to the practical antitrust treatment of platforms.     

An examination of strategic supply management benefits and performance implications

There has been a growing body of literature documenting the impact of strategic supply management on firm performance. Yet, despite of its importance, there has been little research on how this impact is achieved from a social network perspective and on the link between strategic supply management and customer responsiveness. This study develops and empirically tests a conceptual model employing two increasingly important constructs that reflect intermediate benefits of having a strategic supply management function: relational embeddedness and network scanning. We then explore the relationships between those intermediate benefits and customer responsiveness using structural equation modeling from a sample of 204 US manufacturing firms. The research findings indicate that organizations engaging in strategic supply management are able to directly achieve greater levels of customer responsiveness by scanning their supply base network, and indirectly by having socially embedded relationship ties with those suppliers.     

经济学实验室建设在高等职业学校教学中的应用

随着经济全球化和全球信息化的快速发展,社会对经济与管理类专业人才的需求越来越迫切。但是,要培养出大量合格的、具有创新精神和实践能力的经济与管理类专业的高素质人才,必须要有高水平的实验室作为保障。如何培养和造就厚基础、宽口径、高素质、强能力、重实践、重个性的经济管理类应用型人才成为经济管理类院校的新课题。而加强实验室建设,则成为使学生既了解经济及管理科学的理论,又掌握动手实践的技能的有效路径。