The TQM paradox: relations among TQM practices, plant performance, and customer satisfaction
Article Abstract:
A study was conducted to analyze a mediational framework of Total Quality Management (TQM) in which TQM practices support a direct influence on customer satisfaction and an indirect impact realized in plant performance. The mediation model was analyzed using LISREL 8.10. Results indicated paradoxical relations among TQM practices, customer satisfaction and plant performance. Findings also showed that TQM practices have a stronger effect on customer satisfaction than on plant performance.
Publication Name: Journal of Operations Management
Subject: Business, general
ISSN: 0272-6963
Year: 1998
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An empirical taxonomy for quality mangement systems: a study of the Hong Kong electronics industry
Article Abstract:
The existence of four patterns of quality management systems (QMS), the relationship among them, and their association with various organizational performances is studied. Investigation suggests that top management's view on quality management, influence the development of a QMS. A cluster analysis of survey, suggests that establishment of a strategic quality system (SQS) enhances the overall performance of electronics company.
Publication Name: Journal of Operations Management
Subject: Business, general
ISSN: 0272-6963
Year: 2003
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Service quality along the supply chain: implications for purchasing
Article Abstract:
Purchasing's service quality efforts affect both the quality of internal service as well as of products and services to external customers.
Publication Name: Journal of Operations Management
Subject: Business, general
ISSN: 0272-6963
Year: 2001
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