The TQM Journal

Psomas, Evangelos

2016 The TQM Journal

doi: 10.1108/TQM-04-2015-0049

Purpose– The purpose of this paper is to determine the underlying structure (latent constructs) of the difficulties and critical success factors (CSFs) of Six Sigma implementation in manufacturing companies. Determining the significance Greek manufacturing companies give to the Six Sigma difficulties and CSFs is also an aim of the present study. Design/methodology/approach– A research study was carried out in 91 ISO 9001 certified Greek manufacturing companies through a structured questionnaire. Exploratory factor analyses are applied to determine the underlying structure (latent constructs) of the Six Sigma difficulties and CSFs, while their significance is determined through descriptive statistics. Findings– Three latent constructs of Six Sigma difficulties are extracted, namely, “implementation patterns of Six Sigma methodology”, “absence of human interest and support”, and “low quality management level”. These difficulties are not considered very significant by the sample companies. Three latent constructs of Six Sigma CSFs are also extracted, namely, “understanding the implementation patterns of Six Sigma and its interface with the company”, “company culture and organisation”, and “prioritising Six Sigma projects based on stakeholders and company performance”. The role of these critical factors for the success of Six Sigma is very significant, according to the sample companies. Research limitations/implications– The small sample of the responding manufacturing companies, the diversity of the business sectors represented in the sample, and the subjective business evidence obtained from the company quality managers are the main limitations of the present study. Based on these limitations, future research studies are suggested. Practical implications– By eliminating the negative influence of the difficulties and simultaneously by enhancing the positive influence of the CSFs, a robust internal business environment can be created for the successful implementation of Six Sigma. Originality/value– This study fills the literature gap and contributes to the literature by determining the underlying structure and the significance of the Six Sigma difficulties and CSFs. This is the first research study in the field of Six Sigma that has been carried out in ISO 9001 certified manufacturing companies operating in the Greek business environment.

Tamimi, Nabil; Sebastianelli, Rose

2016 The TQM Journal

doi: 10.1108/TQM-04-2015-0048

Purpose– The purpose of this paper is to report results from an experimental study in which participants rank e-tailer quality on the basis of descriptions involving five attributes (reputation of retailer, site usability, security, delivery and customer support). The paper further explores how the relative importance of these attributes to perceived e-tailer quality is impacted by customer demographic and behavioral characteristics (such as gender, age, frequency of online purchasing and use of online reviews). Design/methodology/approach– Individual-level conjoint models are estimated to determine the relative importance of these five attributes to perceptions of e-tailer quality. Findings– The relative importance of these five attributes to perceived e-tailer quality are impacted by customer specific characteristics and online behaviors, namely, age, the frequency of prior online purchasing, the frequency of use of online reviews and the importance attached to the availability of a large number of online product reviews. Research limitations/implications– Managerial implications that help e-tailers develop more effective, targeted strategies for enhancing the quality of their websites and increasing customer loyalty are presented. Originality/value– The use of conjoint analysis for decomposing overall judgments of e-tailer quality to derive the relative importance of specific e-tailing attributes offers a realistic way to understand how online customers perceive and evaluate e-tailer quality.

Lau, Andrew W.T.; Li, Y.S.; Tang, S.L.; Chau, K.W.

2016 The TQM Journal

doi: 10.1108/TQM-06-2014-0049

Purpose– In 2000, the Hong Kong Government commissioned the Construction Industry Review Committee (CIRC) to provide a thorough review of the strengths/weaknesses of the Hong Kong construction industry and to recommend improvement measures. The CIRC’s report, released in 2001, recommended many improvement measures related to total quality management (TQM) principles. Despite many of these improvement recommendations being fulfilled in the ten years following the release of the report, there is a lack of literature documenting these achievements and the corresponding level of TQM application. The purpose of this paper is to investigate the extent of TQM application by engineering consultants in Hong Kong using a questionnaire survey. Design/methodology/approach– A literature review was conducted and a survey questionnaire was then designed for a full-scale survey. The data collected from the survey were analyzed using the Statistical Package for Social Sciences. Correlations between the respondents’ scores on the survey questions were established. Findings– The survey findings indicate a moderately high level of application of TQM principles, reflecting a moderately high achievement in implementing the CIRC’s intended improvements. The survey findings further suggest that as a short-term need, focussing on top management leadership and supplier management is necessary for current and scheduled projects, and that organizational learning and people management are the two other major TQM principles that engineering consultants should focus on to sustain their long-term business. Practical implications– The Hong Kong experience should be of interest to other countries, both regionally and globally, in search of an improvement framework to enhance their quality culture. Originality/value– This paper is an original contribution. The content of the paper is unique. No one has done this before.

Kerfai, Nejla; Bejar Ghadhab, Bahia; Malouche, Dhafer

2016 The TQM Journal

doi: 10.1108/TQM-10-2013-0119

Purpose– The purpose of this paper is to present the results of an exploratory survey on the implementation of quality costs programmes in Tunisian manufacturing companies. It aims also to observe the impact of quality cost system (QCS) adoption on operational performance by the manufacturing companies. Design/methodology/approach– An interview-based survey was employed in order to investigate the extent and consequences of implementing quality costs programmes in Tunisian manufacturing companies. A questionnaire was developed and used in the interviews across a sample of Tunisian companies. Findings– A factor analysis revealed that companies which adopted QCS have less internal and external failures costs than others. It also revealed that these companies invest more in prevention and appraisal actions than others. It showed that QCS adoption has positive consequences on the companies’ performance. Research limitations/implications– The presented results are limited by the low response rate and the small sample size. Since the respondents belong to manufacturing companies, the research results could be only indicative of this type of companies. Originality/value– The results of the research presented in this paper reflect the general practices and perceptions of manufacturing companies on quality performance measures in Tunisia. It provides a new sight of quality costs programmes practiced in Tunisian manufacturing companies. It highlights the implementation of QCS in manufacturing companies.

Shahin, Arash; Bagheri Iraj, Elham; Vaez Shahrestani, Hossein

2016 The TQM Journal

doi: 10.1108/TQM-10-2012-0075

Purpose– The purpose of this paper is to propose an innovative solution for prioritizing “Whats” and “Hows” and resolving contradictions among “Whats” in House of Quality (HoQ). Design/methodology/approach– Prioritization of the influence of the weights in correlation matrices of “Whats” and “Hows” (i.e. top roof and side roof) of HoQ and integration with TRIZ contradiction matrix have been studied. Explained through a case example of banking services, initially, contradictions among requirements of 180 customers have been identified by side roof matrix and then, the 12 by 12 non-technical contradictions matrix of service TRIZ have been used to suggest principles for resolving contradictions. Findings– Findings imply that the use of roof and side roof weights can influence the priorities of “Whats” and “Hows.” Research limitations/implications– Findings may assist researchers and practitioners in resolving ambiguity of the voice of customers, which in turn make the results of HoQ more accurate. Originality/value– A new approach has been proposed in this paper for resolving contradictions of customer requirements by service TRIZ and adjusting priorities of “Whats” and “Hows” in HoQ.

Lande, Manisha; Shrivastava, R. L.; Seth, Dinesh

2016 The TQM Journal

doi: 10.1108/TQM-12-2014-0107

Purpose– The purpose of this paper is to identify and list critical success factors (CSFs) of Lean Six Sigma (LSS) framework affecting and influencing quality, operational and financial performance of small and medium enterprises (SMEs). It also intends to guide researchers and practitioners in selecting appropriate set of CSFs for empirical studies, developing frameworks and to ensure effective implementation experience of LSS. Design/methodology/approach– It systematically reviews literature on CSFs and Indian experience regarding LSS. It uses exploratory approach for data collection and documents various studies depicting both manufacturing and service experiences by using time tested statistical tools to prioritize CSFs, which critically influence LSS implementation. Findings– The study guides and facilitates researchers and practitioners in using the most appropriate set of CSFs for empirical studies and in developing/modifying/reviewing application frameworks. It also guides implementation experience regarding LSS, which can be beneficiary for both developing and developed country contexts. Industries can accelerate implementation by understanding and using most important CSFs, which influence LSS framework. Research limitations/implications– The study mainly remains confined to the CSFs for LSS implementation in SMEs from Indian subcontinent. Originality/value– The value lies in documenting, and prioritizing CSFs influencing LSS in a meaningful manner so that researchers/companies take advantage of Indian experience in prioritizing CSFs for framework. The study drastically reduces implementation hassles and simplifies execution for empirical studies. The findings are not restricted to India but are generalizable and can globally utilized in deciding determinants of LSS framework.

Kafel, Piotr; Casadesus, Marti

2016 The TQM Journal

doi: 10.1108/TQM-02-2015-0027

Purpose– The purpose of this paper is to analyze how the order of management system standards (MSSs) implementation in an organization and its level of integration are changed during the time of the standard implementation. Design/methodology/approach– Survey was send to 885 organizations located in Poland which registered at least two MSSs selected from popular international standards, e.g.: ISO 9001, ISO 14001, OHSAS 18001, ISO/IEC 27001, ISO 22000 or other international management standard. There were 81 valid questioners obtained. Studied organizations where classify into a three different groups with similar level of MS integration. Findings– Different standards can be implemented simultaneously, and this tendency is more popular nowadays than few years ago. In most cases time of implementation of MSSs in second and further round of implementation is shorter than during the implementation of first standards. The group of organizations with a higher level of MSSs integration is the group where the integrated systems operates for a shorter period of time, than in the other groups. While in a group of organizations where MSSs are on the lowest level of integration, the average period of time of MSS operating is the longest. Originality/value– The paper analyses order and time of systems implementation that allow organizations to achieve higher levels of integration and presents a possible pattern for the companies initiating the integration process.

Bröchner, Jan; Camén, Carolina; Eriksson, Henrik; Garvare, Rickard

2016 The TQM Journal

doi: 10.1108/TQM-09-2014-0075

Purpose– The purpose of this paper is to assess the applicability of care quality concepts as contract award criteria for public procurement of health and social care, using the case of Sweden. Design/methodology/approach– Based on a literature review, European and Swedish legal texts, government regulations as well as 26 Swedish court review cases concerning care procurement have been analysed. Findings– Methods used for assessing care quality are seldom useful for predicting the quality to be delivered by a potential contractor. Legal principles of transparency and equal treatment of tenderers make it necessary to apply strict requirements for verification. Research limitations/implications– Results refer primarily to a Swedish context but could be applicable throughout the EU. Further studies of relations between award criteria and public/private collaborative practices for improving care quality during contractual periods are desirable. Practical implications– Local and regional procurement officials should benefit from a better understanding of how quality criteria should be designed and applied to the award procedures for care contracts. Care providers in the private sector would also be able to develop their quality strategies and present their abilities more efficiently when tendering for public contracts. Social implications– Issues of quality of health and social care are of obvious importance for social sustainability. Public awareness of care quality problems is evident and often a cause of media concern. Originality/value– This investigation pinpoints the difference between traditional care quality thinking and the legal principles underlying contract award in public procurement of care services.

Ishijima, Hisahiro; Eliakimu, Eliudi; Mshana, Jonathan Mcharo

2016 The TQM Journal

doi: 10.1108/TQM-11-2014-0099

Purpose– The purpose of this paper is to assess causal relations between the implementation of the 5S approach and the reduction of patients’ waiting time at out patient departments (OPDs) of hospitals in Tanzania. Design/methodology/approach– Patients’ waiting time was measured under the cluster randomized control trial (c-RCT). In all, 16 hospitals were chosen and divided into treatment and control groups using block randomization. Before the intervention, a baseline study was conducted at OPDs in all 16 hospitals. After one year of the intervention, the end-line study was carried out in both the groups. A comparison of the average waiting time reduction and Difference-in-Difference (DID) analysis was carried out to see the effect of the 5S approach on the reduction of patients’ waiting time. Findings– Statistical significance in reduction of patients’ waiting time was seen in the medical records sections (p=0.002) and consultation rooms (p=0.020) in the intervention group. The same trend was also seen using DID analysis (−15.66 min in medical record, −41.90 min in consultation rooms). Research limitations/implications– This study has the following limitations in terms of the data. The data were collected for only three days at the time of baseline survey, and again for three days at the time of the end-line survey from 16 hospitals. Moreover, piloted areas for the implementation of the 5S approach vary from hospital to hospital. There might be a bias in the measurement of a patient’s waiting time. Caveats are therefore needed in extrapolating the study results to other settings. Despite these caveats, the findings will provide important insights for implementing quality improvement programs in Tanzania and in other African countries for improvement of time factors. Originality/value– This study used c-RCT, and has proven the effectiveness of the 5S approach in improving the working environment and reducing patients’ waiting time at OPDs in several hospitals at district level in Tanzania.