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Purpose – To eliminate many misconceptions regarding Six Sigma and lean management by describing each system and the key concepts and techniques that underlie their implementation. This discussion is followed by a description of what lean organizations can gain from Six Sigma and what Six Sigma...
Purpose – As the key to value creation, construction firms should treat quality as a strategic issue. However, strategic quality management (SQM) is still a relatively new concept for construction firms. This paper aims to examine the application of the strategic treatise, Sun Tzu's Art of War...
Purpose – The core principles of total quality management (TQM) are considered to be incompatible with the traditional mechanistic way of organizing. It is believed that this constitutes a major reason for failed TQM programs: attempting to introduce its principles with the traditional mindset....
Purpose – The paper aims to investigate the best common management practices of the world‐class companies identified in Brazil and Japan; and propose a business model aimed at helping companies to achieve world‐class level of excellence. Design/methodology/approach – A cross‐sectional...
Purpose – The objective of this research is to introduce and describe a conceptual framework of business ethics in TQM. Design/methodology/approach – In order to highlight the concepts proffered, a case study in the Swedish retail industry was conducted. The data that underpin the case...
Purpose – Two studies examined the relationship between employee satisfaction and customer satisfaction in two service organizations. Design/methodology/approach – Employee satisfaction and customer satisfaction data were gathered separately and aggregated to branch or store level measures....
Purpose – Business process change (BPC) is an organizational initiative to achieve significant improvement in performance and has been extensively reported in the information systems literature. Total quality management (TQM) has been employed to improve the quality of processes within a...
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