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Few service organizations in the US and Europe have not by now attempted to implement at least some of the principles of TQM in their operations. Indeed some service organizations have made repeated attempts to re‐invigorate their quality management programmes and have experienced waves of...
The value of ISO 9000 and TQM are revisited, including the relationship with logistics strategy and the four pillars of TQM. The Japanese TQM experience is put under close scrutiny, which leads to the need for TQM model. A model called TQMEX standing for a TQM EXcellence Model has been developed...
The discussion of online payments, while ultimately being a key issue for the future Information SuperHighway, is as significant now as it ever will be. The explosive increase in the use of the Internet has seen the emergence of commercial services and pressures previously restricted to...
Considers the relationships between ISO 9000, TQM and business performance. It argues that the correlation between ISO 9000 and success is still weak, and that many organizations still have difficulty reconciling the apparent conflict between the “compliance” philosophy of ISO 9000, and the...
Service level agreements (SLAs) are informal contracts agreed between supplier and user of a service. Defines the performance required of the service and puts in place measurement mechanisms whereby actual performance against targets can be monitored. Through placing emphasis on closer...
Claims that time compression is a powerful source of competitive advantage that remains relatively underutilized in UK businesses. Details the research undertaken by the Warwick Manufacturing Group’s time compression programme (TCP) on the applications of time‐based approaches with a number...
Adds to the existing level of knowledge regarding the general phenomenon of downsizing and its relationship to the level and pervasiveness of quality and performance in the organization. This purpose is accomplished by addressing two important issues. First, the development of an objective...
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