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- Chen, Chi Kuang, et al.
(author)
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From quality control to TQM, service quality and service sciences : a 30-year review of TQM literature
- 2022
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In: International Journal of Quality and Service Sciences. - : EMERALD GROUP PUBLISHING LTD. - 1756-669X .- 1756-6703. ; 14:2, s. 217-237
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Research review (peer-reviewed)abstract
- Purpose: This paper aims to review total quality management (TQM) literature in the past three decades to identify the quality related key terms, to analyse their linkage among the identified key terms and their developmental trends. Design/methodology/approach: Bibliometric and statistical methods are used to analyse article titles published in the Total Quality and Business Excellence journal during 1990–2019. The current research is based on a search from the ProQuest academic database and the journal’s website, resulting in 2,452 articles collected. The VOSviewer and Microsoft Excel were then used for the analyses. Findings: A total of 52 key terms were extracted from the journal’s 2,452 article titles, the top three key terms in terms of occurrences were “quality,” “total quality management” and “service quality.” Five themes were then proposed from clustering the 52 key terms: “frameworks/models,” “essentials/enablers,” “methods/techniques,” “culture/characteristics” and “effects/results.” Trend analyses were also conducted regarding the five themes in an attempt to highlight the patterns of research publications from 1990 to 2019. It is found that the research publications for “essentials/enablers,” “methods and techniques” and “effects/results” have steadily increased during the analysis period, while “frameworks/models” and “culture/characteristic” have slightly decreased. These insights provide implication for the historical evolution of quality from “quality control,” “total quality management” and “service quality,” combining with the development of “service sciences.” Originality/value: This paper highlights the concept of quality since its meaning has changed and evolved over time from quality control, TQM to service quality. And it is emerging in the present and future development of service sciences because of both of TQM and service sciences having the same nature of multidisciplinary background and characteristics. Also the authors can conclude that quality and service sciences are in fact two sides of the same coin because both of them having the same duality of “tangible-intangible” and “physical-virtual” faces which are the important topics that TQM should focus on.
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| 3. |
- Ljungblom, Mia, 1965-
(author)
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Respect for People : Developing alternative understandings and relationships to ethics, leadership, and culture in Lean implementations.
- 2022
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Doctoral thesis (other academic/artistic)abstract
- Successful Lean implementation is a combination of both technology and culture, using bothkey principles of continuous improvement (CI) and respect for people (RFP). However, manyorganizations fail to implement Lean and critical factors in this failure are leadership, cultureand the lack of RFP. When CI and RFP permeate an organization, it is called real Lean, andwhen there is only a focus on CI it is called false Lean. Without Lean culture, where RFP playsthe main role, Lean becomes an add-on tool.The purpose of this thesis is twofold. The first part of the purpose is to developalternative understandings of RFP and relationships to ethics, leadership and culture in Leanimplementations. The second part is to suggest a normative framework helping leaders toachieve real Lean.The purpose is operationalized into the following research questions: - What understandingsof RFP can enable Lean implementations? - What understandings of ethics, leadership andculture can enable Lean implementations? - How can these understandings form a normativeframework for Lean leaders?The study is a qualitative, exploratory and descriptive case study with anabductive approach. The data have been collected by documents, interviews, questionnaires,and participant observations. Content and discourse analysis are used together with pattern-matchingto analyse the data.The study shows that it is important to understand the differences in culture (national/organizational) prior to Lean implementation and to conduct an organizational analysis to findsimilarities and differences between Lean and organizational values. The study also finds thatRFP is composed of elements in different cultural levels. The elements identified are ethics,leadership and culture, each of which has invisible elements, often linked to Japanese religionsand traditions, that need to be visualized and discussed. Previous research has presented variousframeworks and models exist but these are more know-what than know-how. Organizationsneed more know-how to create real Lean where RFP can be seen as the ‘how’.I developed a leadership model called Developmental Lean leadership (DLL) that aims tofind leadership that supports both employee and organizational development and can meet theneeds of a Lean leader, which are to act as a role model and support the development towardsa real Lean culture.I also developed a normative framework for Lean leaders called the RFP house, which it ishoped will help Lean leaders achieve real Lean in their organizations during implementations.
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| 4. |
- Salimova, Tatiana, et al.
(author)
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Russian government quality award : 25 years towards organizational excellence
- 2022
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In: International Journal of Quality and Service Sciences. - 1756-669X. ; 14:1, s. 54-64
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Journal article (peer-reviewed)abstract
- Purpose: The purpose of this paper is to review the Russian Federation Government Quality Award (RFGQA) over its 25-year existence. Design/methodology/approach: This paper looks into the evolution, model and key provisions of RFGQA, based on the authors’ long-time experience as an Award assessor. Apart from that, methodologically, this study uses the desktop research method, comparative literature review. Findings: The research results show that RFGQA over its 25 years has become the most popular approach to the development of organizational excellence for Russian enterprises and organizations, regardless of the sphere of activity. Research limitations/implications: This paper presents the core results of RFGQA’s 25-year existence. The comparison of the current Russian Quality Award model with the new European Foundation for Quality Management model is not analyzed. Originality/value: This research paper extends current knowledge of national quality awards and presents an original set of information about RFGQA, its methodology and results.
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| 5. |
- Wawak, Sławomir, et al.
(author)
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Research trends in quality management in years 2000-2019
- 2020
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In: International Journal of Quality and Service Sciences. - 1756-669X. ; 12:4, s. 417-433
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Journal article (peer-reviewed)abstract
- Purpose: This study aims to demonstrate the suitability of text-mining toolset for the discovery of trends in quality management (QM) literature in 2000-2019. The hypothesis was formulated that as the field of study is mature, the most important trends are related to deepening and broadening of the knowledge. Design/methodology/approach: A novel approach to trend discovery was proposed. The computer-aided analysis of full-texts of papers led to increased reliability and level of detail of the achieved results and helped significantly reduce researchers’ bias. Overall, 4,833 papers from 8 journal dedicated to QM were analysed. Findings: Trends discovery led to the identification of 45 trends: 17 long-lasting trends, 4 declining trends, 11 emerging trends and 13 ephemeris trends. They were compared to the results of earlier studies. New trends and potential gaps were discussed. Practical implications: The results highlight the trends that gain or lose popularity, thus they can be used to focus studies, as well as find new subjects, which are not so popular yet. The knowledge about emerging trends is also important for those quality managers who strive for improvement of their efficiency. Originality/value: The research was designed to bypass the limitations of previous studies. The use of text mining methods and analysis of full texts of papers delivered more detailed and reliable data. Resignation from predefinition of classification criteria significantly reduced researchers’ bias and allowed the discovery of new trends, not identified in previous studies.
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