scholarly journals The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies

2013 ◽  
Vol 9 (1) ◽  
pp. 57-75 ◽  
Author(s):  
María Mar del Alonso-Almeida ◽  
Llorenç Bagur-Femenías ◽  
Josep Llach
Keyword(s):  
Quality Management ◽  
Business Performance ◽  
Management Practices ◽  
Service Companies ◽  
Quality Management Practices ◽  
Travel Agencies

The impacts of quality management practices on business performance

2008 ◽  
Vol 25 (8) ◽  
pp. 809-823 ◽  
Author(s):  
Qin Su ◽  
Zhao Li ◽  
Su‐Xian Zhang ◽  
Yuan‐Yuan Liu ◽  
Ji‐Xiang Dang
Keyword(s):  
Quality Management ◽  
Business Performance ◽  
Management Practices ◽  
Quality Management Practices

Using asset-based criterion to implement quality management philosophy in service operations to enhance business performance

2018 ◽  
Vol 35 (10) ◽  
pp. 2195-2211 ◽  
Author(s):  
Satish Mehra
Keyword(s):  
Quality Management ◽  
Organizational Performance ◽  
Business Performance ◽  
Management Practices ◽  
Retail Banking ◽  
Content Type ◽  
Management Philosophy ◽  
Quality Management Practices ◽  
Study Results ◽  
The Impact

PurposeThe purpose of this paper is to study the impact of successfully assessing basic resources of an organization, such as technology and human resources, needed to enhance performance of service businesses through the use of quality management ideals. Effective coordination of these two types of organizational assets is shown to impact both the design and the implementation of quality management practices, which than leads to enhanced organizational performance.Design/methodology/approachRetail banking firms were surveyed for this study to analyze empirical data related to technology and people-based assets. Results were corroborated on the basis of in-depth interviews with several banking managers to provide real-world verification of the findings.FindingsThis study identifies the significance of key assets in a banking service environment that can help the implementation of quality management philosophy. Paper discusses how managers can focus on the development of key assets as well as the use of these assets in the design of quality management processes to enhance business performance.Research limitations/implicationsThis research focused on a specific sector of the service industry, the banking sector. Relatively small size of the study sample may have impacted the outcome of research applicability on a wide spectrum of businesses. Also, constantly changing financial regulations could not be incorporated in the study. On the positive side, strong managerial feedback provides guidance toward adopting the study results, and lays the foundation for future research suggesting an additional focus on corporate responsibility and sustainability issues while managing quality.Originality/valueAs today’s rapidly evolving society pushes people out of service encounters, replacing them with efficient and cost-saving technology, roles of both the people and the technology in an organization must be fully understood. This paper shows that, despite the exponential growth of technological innovation, both people and technology are critical to enhancing organizational performance through successful adoption of quality management practices.

scholarly journals The Effect of Quality Management Practice on Business Performance of SMEs in Merhabete/ Alem Ketema/, North Shoa, Ethiopia

2021 ◽  
pp. 1-12
Author(s):  
Meron Bekele
Keyword(s):  
Quality Management ◽  
Business Performance ◽  
Management Practices ◽  
Management Practice ◽  
Primary Data ◽  
Measurement Instruments ◽  
Independent Variables ◽  
Quality Management Practices ◽  
Supplier Quality Management ◽  
Key Dimensions

The study investigated the quality management practices and business performances of SMEs in Merhabete/Alem Ketema, Ethiopia. Four key dimensions of quality management practices including customer focus, human resource focus, supplier quality management, and continuous improvements were used as independent variables accompanied by different measurement instruments under each variable, while a non-financial performance variable was used to measure the business performance. Primary data was collected using a self-administered questionnaire from a sample of 245 employees. Data were analyzed using descriptive and econometrics analysis. The findings indicate that the four key independent variables had a positive and significant effect on the performance of SMEs. The study recommended that SMEs should ensure that the objectives of the organization are linked to customer needs and expectations to improve performance, and they should allow participative consultation and engagement of employees in making decisions on quality issues and provide freedom to act with responsibility and accountability. 

scholarly journals An Empirical Assessment Of The EFQM Excellence Model In Purchasing

2016 ◽  
Vol 15 (4) ◽  
pp. 127-146
Author(s):  
David Hemsworth
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Business Performance ◽  
Management Practices ◽  
Positive Impact ◽  
Equation Modeling ◽  
Bottom Line ◽  
Internal Customer ◽  
Quality Management Practices ◽  
Efqm Model

This study focuses on the important concepts of quality management, internal customer satisfaction, and business performance within the neglected purchasing unit of manufacturing firms on the basis of the European Foundation for Quality Management (EFQM) Excellence Model, thus, filling a void in the existing literature. In doing so, this study tests the viability of the EFQM model in a single functional unit. Three hypothesis were generated based on the EFQM model to identify the specific relationships between purchasing’s quality management practices (EFQM enabler), internal customer satisfaction, and business performance (EFQM results). The hypotheses were tested through structural equation modeling based on a sample of 306 purchasing agents within manufacturing. The results indicated that the EFQM seem to be a viable model that represents what impacts implementing QMP enablers will have on the resultants, ICS and OP. Additionally, the results identified that the extent of adoption of quality management purchasing has a direct positive impact on improving internal customer satisfaction and an indirect positive impact on business performance mediated by internal customer satisfaction, as predicted by the EFQM model. This study highlights the positive impact of adoption of EFQM in the purchasing area, thus, lends support to purchasing departments trying to justify the implementation of quality management practices to their administrations. Additionally, it gives upper management, looking for ways to improve the company’s bottom line, the specifics to do this through the implementation of quality management practices in purchasing. Management and purchasing departments are given a blueprint for improving their performance.

The Mediator Effect of Customer Satisfaction between Quality Management Practices and Communication Behavior amongst Malaysia Hajj Pilgrims: Survey Result

2014 ◽  
Vol 660 ◽  
pp. 1005-1009 ◽  
Author(s):  
Mohd Fauzi Ahmad ◽  
Mohd Shoki Md Arif ◽  
Norhayati Zakuan ◽  
S.S.S.A. Rahman ◽  
M.B.A Latif ◽  
...  
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Business Performance ◽  
Management Practices ◽  
Response Rate ◽  
Communication Behavior ◽  
Quality Management Practices ◽  
Business Excellence ◽  
High Satisfaction ◽  
High Level

Quality management practices (QMP) is one of the most important management in ensuring an organisation continuously improves their business performance. In order to continuously improve in the service and operation, the adoption of QMP is necessary to ensure business excellence. Most previous works have given less emphasis on mediator effect of customer satisfaction (CS) between QMP and communication behavior (CB) amongst Malaysia Hajj pilgrims. A questionnaire was prepared and given to 500 respondents of Malaysian pilgrims which gave a 70.0% response rate or 350 respondents. Overall descriptive result depicts high level of QMP, CS and CB, showing that Malaysia Hajj Pilgrims have high satisfaction towards Hajj services, which are being provided by Hajj Pilgrims organiser. Lembaga Tabung Haji (TH), which manages more than 80.0% of Malaysia Hajj Pilgrims every year, has performed the excellent performance towards QMP, CS and CB. This study also revealed that QMP has significant effect on CS with r = 0.91 at p<0.01 and CS has significant impact on CB with r = 0.39 at p<0.01. The model has r2=0.75, meaning that 75% of CB is accounted by the CS and QMP.

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