Asian Journal on Quality

Faisal Talib; Zillur Rahman; M.N. Qureshi

2011 Asian Journal on Quality

doi: 10.1108/15982681111187074

Purpose – Total quality management (TQM) has begun to influence national business systems and is widely seen as a “revolution” in management. TQM initiatives continuously search the needs of the customers and incorporate them in the organization on an ongoing basis. For this reason, the majority of research study has been undertaken in this field and is still going on across the world, especially in the developing countries, which are lagging behind in the implementation of TQM. Considering the above reasons, the purpose of this paper is to assess the awareness of TQM program in the Indian service industries. Design/methodology/approach – By means of a literature review and empirical data collected using a self‐administered instrument distributed to select Indian service companies, the awareness of TQM was investigated. A total of 172 useable survey instruments were included for the final analysis. This study sample consisted of a group of selected Indian service companies from healthcare, information and communication technology (ICT), banking, and hospitality industries. The data were analyzed using graphical representation approach, descriptive statistical analysis, and correlation analysis. Findings – The analysis revealed the significance and usage of TQM in Indian service industries. The results also suggested that the Indian service industries are well aware of the TQM program, though more efforts need to be focused on implementing it properly, use of TQM models and frameworks, and continuously improving the ongoing TQM practices. Research limitations/implications – Indian service managers show a stronger familiarity with TQM concepts and practices and they believe that TQM is a way of guaranteeing high quality products and services. Therefore, service companies should invest in TQM, as this could help them to improve competitiveness in the marketplace. Further, the Indian service managers and practitioners must be more concerned about the maintenance of standards and take a more dynamic approach towards TQM, thus preparing their company more effective for future challenges. Practical implications – The result provided in this paper will help in understanding the TQM awareness in the Indian service sector as a whole and suggest some additional improvements in the knowledge of TQM to the managers of Indian service industries which could enhance the level of TQM implementation and hence, business performance. Originality/value – The assessment of TQM awareness in Indian service industries, along with the understanding of the concept of TQM, has been expanded in the literature on TQM in the Indian service industry.

Jyoti Prakas Majumdar; B. Murali Manohar

2011 Asian Journal on Quality

doi: 10.1108/15982681111187083

Purpose – Quality Circle is a very effective program and low‐cost tool for implementing total quality management (TQM) in industry. A good number of manufacturing industries have so far adopted the Quality Circle program successfully, however the Quality Circle concept has failed in many other cases. To make successful use of the Quality Circle tool in manufacturing industries, knowledge and awareness of the probable reasons behind the failures of the Quality Circle is essential. Design/methodology/approach – In this general review paper, after thoroughly reviewing literatures, the authors consolidate and highlight the probable reasons behind the failures of the Quality Circle, especially in manufacturing industries. Findings – This study reveals that organizational Issues at the background stage; circle‐formation Issues at the implementation stage; and operational Issues at the operating/running stage of Quality Circle implementation, are the three main key areas of the problems which generally limit the success of the Quality Circle. Originality/value – If the management is aware of and takes care of such anticipated problems, it is more likely that the Quality Circle programme will definitely be a success, leading to the effective implementation of TQM in the organization.

Fasil Taddese; Hiroshi Osada

2011 Asian Journal on Quality

doi: 10.1108/15982681111187092

Purpose – The purpose of this paper is to address the issue of market development using TQM and identify critical factors that link the two fields to enhance business success of companies in a globalized market. Design/methodology/approach – Seven Deming Prize winner companies from Thailand and India are objectively and empirically studied through unstructured interview and through award winner documents. Specific cases are studied from each company to support the interview responses. Findings – The result reveals that: first, TQM facilitates market development by strategically synchronizing product, process/technology, and marketing dimensions of an organization. Second, TQM characteristically and objectively defines customers to strategically manage different and customer‐specific markets. Third, TQM ensures market success in businesses by enhancing market success of customers. Research limitations/implications – The main limitation to this research is that along with the Deming Award, there are other quality oriented awards such as MBNQA and EFQM. Hence, additional studies from such awards may be helpful to support the authors’ cause. Moreover, the limit in the number of companies studied is also considerable. Originality/value – This is an original work of the authors and it is not submitted to any other journal or publisher for publication.

Ali Zeinal Hamadani; Rouhangiz Ebadi

2011 Asian Journal on Quality

doi: 10.1108/15982681111187100

Purpose – The purpose of this paper is to introduce a modified MC p by considering the effect of gauge measurement error on the multivariate process capability index. Design/methodology/approach – In this paper, the effect of measurement system on the quality characteristics appears as coefficient matrix A which changes the variance‐covariance matrix of quality characteristics ∑, into A ∑. In this case, the authors investigate the properties of multivariate index and present adjusted confidence intervals and critical values for capability testing purpose of this index. Findings – The results show that the simplicity of the obtained index, calculating the true process capability by using empirical process capability and also computing the critical value and power of the process capability testing is simpler in this modified approach. Originality/value – The results presented in this paper would help practitioners to determine their actual process capability and see if their processes meet the preset capability requirement, and then make reliable decisions.

Matloub Hussain; Loukas Tsironis; Mian M. Ajmal

2011 Asian Journal on Quality

doi: 10.1108/15982681111187119

Purpose – The purpose of this paper is to argue that the quality function deployment (QFD) matrix that has been successfully used for developing products from customer needs can also be applied to improve the service quality of telecommunication companies. Design/methodology/approach – The paper presents a case study of the two big telecom companies (Ufone and Mobilink) of Pakistan. Data have been collected by a cross‐sectional field study of users, frontline employees and management of telecom companies. The QFD matrix has been applied to identify customer needs, to do comparative analysis of the prepaid services of these companies and to recommend the suitable measure for incorporating these requirements into their services. Findings – It has been found that through emphasizing two technical descriptors (Antennas and Base Station Controller System), a company will not only be in a competitive position to meet the customer's demand but will also gain an advantage over its competitor. Research limitations/implications – Research findings are limited to telecom companies. Further research can be carried out in other service providing companies. Practical implications – Research outcomes also imply that if managers want to listen to the voice of their customers and update their products and services accordingly, the proposed methodology of QFD is much more effective than the traditional approaches, in which decisions regarding the product or services are prioritized based on the manager's point of view. Originality/value – Most of the previous research has applied QFD for developing products from customer needs. This is one of the few studies which have successfully applied the QFD Matrix in service providing companies.

Rajani Jain; Gautam Sinha; Sangeeta Sahney

2011 Asian Journal on Quality

doi: 10.1108/15982681111187128

Purpose – In a pursuit of excellence, it is increasingly important to identify customer values and demands. Service quality has been identified as one such demand. The purpose of this paper is to develop the model for service quality in higher education. Design/methodology/approach – The proposed model is based on a current conceptualization of service quality, which suggests that service quality is a multidimensional and hierarchical construct. Findings – In the proposed model, service quality consists of two primary dimensions which are defined by several corresponding sub‐dimensions: program quality: curriculum, industry interaction, input quality, academic facilities; and quality of life: non‐academic processes, support facilities, campus and interaction quality. Originality/value – The paper has value for the institutes seeking to improve the quality of services they provide.

Ji Young Park; Soo Wook Kim

2011 Asian Journal on Quality

doi: 10.1108/15982681111187146

Purpose – The purpose of this paper is to identify the effect of corporate social responsibility (CSR) and ISO 26000 on a company’s reputation and loyalty. After reviewing the related articles on CSR and ISO 26000, which is considered the global CSR standard, the authors aim to suggest the available empirical models and research questions to assess the effect of ISO 26000 on business management. Design/methodology/approach – The authors examine the CSR and ISO 26000 related papers and find out the specific aspects of ISO 26000. Also the authors show all ISO 26000 contents and analyze them in order to understand the effects. Finally, the authors provide the whole empirical model and research questions for future studies. Findings – The paper provides the research model and several hypotheses about whether ISO 26000 has had an effect on company reputation. Also a research model is suggested with proper research methodology. Research limitations/implications – Due to the research purpose, the paper ends with the suggestion of an empirical model. Panel data need to be applied to verify the suggested model. Originality/value – There are various papers regarding the effect of CSR. However, few papers exist about the causal relationship between ISO 26000, which is the global standard of CSR, and company reputation.