Total Quality Management & Service Sector

Private Sector Systems for Providing Quality Assurance: From “Good Practices” to HACCP to Total Quality Management

In recent years, there has been a marked evolution in private sector approaches to managing product quality. The food industry has been moving away from the traditional, largely reactive approach, focusing on end-product testing and “fire-fighting” to deal with quality problems, to a total quality approach emphasizing prevention and involvement of all personnel in providing customer satisfactio...

Statistical Quality Control for the Service Sector

The service industry has become increasingly important in our daily lives and global economies, and improving service quality will have a significant social and economical impact. The massive amount of data readily available provides us with opportunities to integrate advanced statistical methodologies with system knowledge to better model and control the quality of service systems. Monitoring ...

Total Quality Management

The relationship between total quality management and quality performance in the service industry: a theoretical model

Total quality management (TQM) has been widely considered as the strategic, tactical and operational tool in the quality management research field. It is one of the most applied and well accepted approaches for business excellence besides Continuous Quality Improvement (CQI), Six Sigma, Just-in-Time (JIT), and Supply Chain Management (SCM) approaches. There is a great enthusiasm among manufactu...

Total quality index: a benchmarking tool for total quality management

The total quality index (TQI) proposed in this study is an information technology-supported benchmarking tool that helps managers assess a total quality management program by enabling the cost-effective measurement of key organizational processes. TQI utilizes the analytic hierarchy process and the Delphi technique to measure ideal and actual quality management along eight critical factors synt...