The TQM Magazine

Christian N. Madu; Assumpta A. Madu

2003 The TQM Magazine

doi: 10.1108/09544780310469235

The focus of this paper is on the modern transformation of traditional organizations to integrated enterprises that share a common database. While organizations may see their major goal in integrating the business units and functional departments as a way of achieving better coordination and handling information, it is argued that quality is, in fact, a major tenet of such an integration process. Additionally, develops a premise on how the quality needs of an organization are served through an integrated enterprise by evaluating areas such as enterprise resource planning, supply chain management, e-procurement, and customer relationship management. Concludes that developing quality management procedures to enhance data and information management systems in an integrated organization can enhance the overall efficiency and productivity of an integrated enterprise.

Angeliki Poulymenakou; Loukas Tsironis

2003 The TQM Magazine

doi: 10.1108/09544780310469244

This article explores the relationship between electronic commerce (EC) and the management of quality. The stand point it assumes for EC is that of a total entrepreneurial strategy spanning both intra- and inter-organizational business and technology aspects. The article explores the relationship of EC and quality management (QM) from five distinct view points: quality for the end customer in view of the personalization of the relationship between the customer and the enterprise; the definition of service quality in electronic service delivery systems; the transformation of QM from a value chain to a supply chain issue due to supply chain integration introduced through EC; the management of quality information; and the management of quality in Internet and software service provision.

Robert H. Lowson; Nicola J. Burgess

2003 The TQM Magazine

doi: 10.1108/09544780310469253

This paper sets out to explain the vital role of an operations strategy in e-business. Suggests, through various research findings, that a firm can employ a number of operations strategies, and that they each possess certain core building blocks. Further, when properly combined, these strategies can be customised to a particular situation and offer substantial benefits for an organisation in driving e-business best practices. The paper gives definitions and descriptions of operations management, e-business, e-operations and an operations strategy for e-business. The work is also supported by empirical research data in the form of a small case study.

K.C. Tan; M. Xie; Y.N. Li

2003 The TQM Magazine

doi: 10.1108/09544780310469262

High quality customer service is the key to enhancing a company's competitiveness. The Internet provides a dynamic and distributed platform for interactive business applications. There is, however, an increasing need to develop a framework to identify elements of superior Web-based service quality, to measure online customer satisfaction, and to achieve a high level of service quality. This paper proposes a broad framework for web-based service quality measurement. It begins by discussing issues related to measuring Web-based service quality. Variation among the myriad types of users is taken into account in developing the framework. The approach taken is one of developing better measures of marketing constructs. It is argued that the framework provides an effective procedure to assess web-based service quality.

Dawei Lu; Jiju Antony

2003 The TQM Magazine

doi: 10.1108/09544780310469271

This paper illustrates recent development of the fast advancing B2B marketplace and its impact on changing the business environment as a whole. By recognising the need to adapt to a new form of inter-organisational relationships, the issues of supply chain development, in particular, have been specifically brought to a focal point of discussion. It then moves on to identify and evaluate the benefits and challenges that face the supply chain development process, emphasising primarily on the emerging B2B marketplace's impact on supplier relationship, business competitiveness, responsiveness to the market needs and across tiers information sharing. Views on the formulation of new supply chain strategy and operational tactics have also been argued in an attempt to explore alternatives.

Patricia M. Janenko

2003 The TQM Magazine

doi: 10.1108/09544780310469307

This article focuses on three specific illusions that helped to cause the "dot.com boom" turn into "dot.com doom". Too many e-businesses thought that building a Web site was the first priority, that so much of the business would be automated, and that competing in cyberspace would be easier. The article explains why these illusions contributed to dot.com failures. Asks what are the quality management challenges that are unique to e-business? Examines six operational aspects, including customer service and support, disaster recovery and security, change management, and distribution. The different levels of challenge are low, medium and high. What determines the classification of level is how much adaptation the discipline of quality management must make to accommodate the unique nature of e-business for each of the operational aspects.

Kelly Delaney‐Klinger; Kenneth K. Boyer; Mark Frohlich

2003 The TQM Magazine

doi: 10.1108/09544780310469334

This paper provides an examination of the Internet grocery industry by providing a comparison of two business models, that of the now-defunct Webvan and that of Tesco, the UK's leading grocer and the world's leading online grocer. The two businesses are first compared according to the level of strategic alignment between marketing and operations strategies displayed. Demonstrates how creating a match between a firm's operations and marketing strategies is critical for success. In addition, an e-operations profiling method is used to compare the operating characteristics of the two e-commerce ventures to traditional business operations. The result is further evidence as to why Tesco and other bricks-and-mortar grocers are achieving greater success selling groceries online than did Webvan. Finally, predictions are offered as to the future of electronic commerce in the grocery industry.

K. Ruikar; C.J. Anumba; P.M. Carrillo

2003 The TQM Magazine

doi: 10.1108/09544780310469343

There is a growing use of electronic commerce (e-commerce) in the industrial world. However, its use in construction has been relatively limited and ineffective compared to other industry sectors such as the automotive or aerospace industries. One of the reasons for this could be the fragmented nature of the construction industry and the one off nature of the end product. New research indicates that there is a lack of defined or clear objectives within the construction industry regarding e-commerce usage. It is also evident that a majority of the industry players are unsure of the exact benefits of e-commerce applications in construction. This paper tries to address these shortcomings by presenting how the current construction business process can be improved through the use of new and innovative e-commerce applications. It also outlines some of the benefits these applications have to offer the construction supply chain in delivering a better quality product, namely, the constructed facility.