scholarly journals Total Quality Management & Service Sector

2013 ◽  
Vol 6 (3) ◽  
pp. 880-884
Author(s):  
Afnan Atiah Alsolamy ◽  
Khulood Salem Albeladi ◽  
Syed Hamid Hasan
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Service Sector ◽  
Service Industry ◽  
Living Standard ◽  
Management Service ◽  
Quality Service ◽  
Total Quality ◽  
Increasing Demand

The following paper highlights the domination of quality service and adaptation of Total Quality Management in the service Industry. It tries to explain that along with the increasing awareness in the society in respect to culture, education and the living standard, there is an increasing demand for quality service. It is one of the factors that is forcing the service industry to adopt TQM (total quality management) as the measures to improving quality of service. It has been observed that TQM is being accepted increasingly in the last decade by the service sector which clearly signifies that service quality is treated as a crucial factor for survival, Success & growth by the companies. This has led to an increased interest in service quality recently, and TQM concepts increasingly being applied in literature for service sector

A Total Quality Management Research on the Portman Ritz Carlton Shanghai

2014 ◽  
Vol 687-691 ◽  
pp. 4582-4587
Author(s):  
Si Yu Peng
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Hospitality Industry ◽  
Business Management ◽  
Quality Service ◽  
Total Quality ◽  
Customer Expectations ◽  
Customer Delight ◽  
High Quality Service

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

scholarly journals The Impact of Total Quality Management on E-Government Implementation in Jordanian Governmental Institutions

2021 ◽  
Vol 11 (4) ◽  
pp. 37
Author(s):  
Ali Abdallah Alatoum ◽  
Sohail Mohammad Bani Mustafa
Keyword(s):  
Public Sector ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Service Sector ◽  
Total Quality ◽  
Senior Managers ◽  
Governmental Institutions ◽  
The Impact

The primary goal of this research is to examine the impact of TQM and e-government on service quality within Jordanian public sector entities. To achieve the study's goal, a self-administered form was designed to elicit the opinions of seventy middle and senior managers from five government agencies.The study's significance stems from its arrangement to clarify the impact of Total Quality Management and data technology collaboration on public-sector reform programs. Specifically, to assess the impact of the integrated relationship between the use of e-government and TQM on the quality of service provided by Jordan's public sector.The study's findings revealed that the establishments studied used completely different dimensions of total quality management throughout the implementation of some stages of e-government. The findings also revealed a direct relationship between the development of Total Quality Management and e-government and service quality. Lastly, the study established the relationship and impact of the interaction between the application of TQM and e-government on public and service sector in Jordan.

Total quality management and sustainability in the public service sector: the mediating effect of service innovation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ohoud Ali AlShehail ◽  
Mehmood Khan ◽  
Mian Ajmal
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Public Service ◽  
Service Sector ◽  
Service Innovation ◽  
Abu Dhabi ◽  
Total Quality ◽  
Content Type ◽  
The Public ◽  
Sustainability Performance

PurposeThis study aims to critically investigate the structural relationships between total quality management (TQM), service innovation and sustainability performance in the public service sector of the United Arab Emirates (UAE).Design/methodology/approachThe study employed an online survey to collect data from 400 employees working in eight selected UAE public service sector organisations located in Abu Dhabi. The collected data were analysed using structural equation modelling (SEM) to empirically examine whether TQM practices improve service innovation and, subsequently, sustainability performance in the UAE's public service sector.FindingsThe results show that TQM has a significant impact on service innovation and sustainability performance in the UAE's public service sector. Additionally, service innovation partially mediates the relationship between TQM and sustainability performance.Practical implicationsThe public service sector's TQM practices and service innovation in the UAE have a much greater impact on social and environmental sustainability than on economic sustainability performance. Adopting five dimensions of TQM (following the Abu Dhabi Award for Excellence in Government Performance [ADAEP] model) across the UAE's public organisations will enable government departments to deliver innovative services to its beneficiaries.Originality/valueThis study provides a substantial contribution by addressing the gaps in the literature. Very few studies have empirically investigated the possible association between TQM, service innovation and sustainability performance in public sector organisations, particularly in developing countries such as the UAE, where the increasing efforts in TQM practices are still in their emerging stages, mainly targeting innovative service offerings and sustainable performance.

scholarly journals Understanding Total Quality Management in Context: Qualitative Research on Managers’ Awareness of TQM Aspects in the Greek Service Industry

2015 ◽  
Author(s):  
Alexandros Psychogios ◽  
Constantinos Priporas
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Service Industry ◽  
Point Of View ◽  
Service Organizations ◽  
Total Quality ◽  
Public And Private ◽  
Major Argument ◽  
Public And Private Sector ◽  
Depth Interviews

This study addresses managers’ awareness and familiarity with Total Quality Management (TQM). Eighteen (18) semi-structured, in-depth interviews were conducted with managers working in a variety of service organizations in Greece. The major argument of the study is that although the acronym TQM and some of its concepts and practices are known by a range of public and private sector managers, actual awareness of its “soft” side is often superficial, and managers have a relatively poor understanding of it. TQM is neither resisted nor directly absorbed by them, but they tend to see it from the technical point of view, being aware only of the importance of its “hard” aspects.

Barriers to the Success of Total Quality Management Implementation in Vietnam's Textile and Garment Companies

2019 ◽  
Vol 10 (3) ◽  
pp. 57-73
Author(s):  
Emmanuel (Manos) Kalargiros ◽  
Cindy Strickler ◽  
Long Pham ◽  
Thomas DeNardin ◽  
Tatyana N Coomer
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Future Research ◽  
Total Quality ◽  
Research Directions ◽  
The World ◽  
Managerial Implications ◽  
Future Research Directions ◽  
The Common

Vietnam is classified as one of the five largest textile and garment exporters in the world. With its ambition to engage more effectively in the global textile and garment supply chains, Vietnam's textile and garment enterprises have been implementing total quality management (TQM) programs in order to improve their product and service quality. However, many of Vietnam's textile and garment enterprises are facing barriers to successful TQM implementation. The objective of this study is to empirically examine these barriers to TQM faced by Vietnam's textile and garment enterprises and to compare the results with previous studies conducted with U.S. and Mexican businesses. The results of this study indicate five barriers to Vietnam's textile and garment enterprises' successful TQM implementation. Among these five barriers, the common barrier shared by Vietnamese, US and Mexican businesses is that employees are resistant to change. Managerial implications and future research directions are discussed.

scholarly journals Total Quality Management System and Organisation Performance: Mediating Effect of Organisational Learning in Nepali Service Sector

2019 ◽  
Vol 4 (1) ◽  
pp. 39-60
Author(s):  
Tina Rawal Saud
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Management System ◽  
Service Sector ◽  
Quality Management System ◽  
Mediating Effect ◽  
Significant Positive Effect ◽  
Total Quality ◽  
The Relationship ◽  
Positive Effect

The main objective of this study was to examine the effect of total quality management system (TQM) on organisation performance along with the mediating effect of organisation learning in Nepali Service sector. The relationship between the TQM system, organisation learning and organisation performance was examined using Pearson correlation coefficient and regression analysis was conducted to test the hypotheses. Data was collected from 240 respondents (i.e., 118 from the ISO certified and 122 from non-ISO certified organisations). The findings of this study suggested that total quality management system had a significant positive effect on organisation performance and organisation learning mediated the relationship between total quality management system and organisation performance. Out of the seven dimensions of the TQM system only top management support, workforce management, customer relations, supplier quality management and process flow management had a significant positive effect on organisation performance. The results of the independent sample t-test further confirmed the high level of organisation performance in ISO certified organisations.

scholarly journals PERAN ROLE TALENT DALAM MENINGKATKAN TOTAL QUALITY MANAGEMENT DAN QUALITY SERVICE UNTUK MENCIPTAKAN KINERJA PERUSAHAAN

AJAR ◽  
2021 ◽  
Vol 4 (02) ◽  
pp. 158-186
Author(s):  
Fery Fery ◽  
Suwandi NG ◽  
Ferdinandus Sampe
Keyword(s):  
Firm Performance ◽  
Quality Management ◽  
Total Quality Management ◽  
Indirect Effect ◽  
Mediating Effect ◽  
The Other ◽  
Quality Service ◽  
Total Quality ◽  
Food And Beverage ◽  
The Relationship

This research aims is to investigate soft TQM, hard TQM and quality service variables have mediating effect on relationship between role talent and firm performance. This research conducted using sample of food and beverage companies in Makassar. The population in this study is Manager or Director, Assistent Manager, Supervisor and Leader. This research indicates when Quality Service variable mediating the relationship between soft TQM, hard TQM to the firm performance, obtained results that soft TQM, hard TQM didn't have an indirect effect toward the firm performance or in the other words, quality service variable failed to function as intervening variable that mediate the influence of soft TQM, hard TQM to the firm performance, so it's a type of no mediation. For soft TQM, hard TQM variables that mediate relationship between role talent with quality service, it's a type of full mediation. So it can be concluded that role talent variable have an indirect efect toward the firm performance.

scholarly journals Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review

2022 ◽  
Vol 131 ◽  
pp. 02009
Author(s):  
Dana Grossu-Leibovica ◽  
Henrijs Kalkis
Keyword(s):  
Patient Satisfaction ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Client Satisfaction ◽  
Total Quality ◽  
Healthcare Organizations ◽  
Management Tools ◽  
Healthcare Settings ◽  
Improve Service Quality

The aim of the given research is to analyse total quality management tools for improving service quality and client satisfaction in healthcare settings through a systematic qualitative review. Data was collected through the web of sciences (WOS), Scopus, EBSCO, PubMed, and Medline. Initially, we found 573 articles from all the sources, but after eliminating the non-relevant articles, only 24 usable articles were finalized. Furthermore, 12 articles were purely related to TQM, service quality, and client satisfaction. This study concludes that TQM practices and tools improve service quality and client satisfaction in healthcare organizations. This study provides excellent managerial and practical insights. Managers should implement the TQM tools to improve service quality and client satisfaction. This way, customer satisfaction is enhanced, and patient satisfaction is improved, leading to high operational and overall performance. This study also reveals a need for further studies to clarify the role of TQM tools on service quality and patient satisfaction.

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