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Purpose – Experience shows many change initiatives fail to deliver. They are not always a total failure, but they get stalled, misdirected, or only partially achieve the required results. The main purpose of the research reported in this paper was to examine the apparent gap between...
Purpose – The purpose of this paper is to present a conceptual framework for merging the strategic management process, the managerial decision‐making process and the six‐sigma process into a single, unified decision model. Design/methodology/approach – The methodology involves each of the...
Purpose – The purpose of this study is to investigate the actual impact of competition and management practices on performance quality of the outsourced professional housing maintenance services in Hong Kong. Much of the literature is theoretically based and there is a knowledge gap in...
Purpose – The purpose of this paper is to study the European Foundation for Quality Management (EFQM) model self‐assessment using a questionnaire approach in eight university administrative services. Design/methodology/approach – Case study methodology on eight services provided by a public...
Purpose – The purpose of this paper is to increase awareness of the critical role of “managerial leadership” in total quality management (TQM) implementation in UK higher education institutions (HEIs), and to encourage further research on how to sustain management and leadership best...
Purpose – The purpose of this paper is to contribute to the discussion of organisation and management by uncovering some embedded contradictions in total quality management (TQM). Design/methodology/approach – Based on discussions of leadership, TQM and the demands of modern working life,...
Purpose – The purpose of this paper is to investigate whether the use of quality function deployment (QFD) may contribute to developing innovative products. Its point of departure is the author's earlier research that investigated the application of QFD to product development in companies...
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