Total quality management in service sector a literature review

January 18, by articles Leave a Comment Total Quality Management in the Hospitality Industry Total Quality Management — A theoretical frame work is a conceptual model of how one makes logical sense of the relationship among the several factors that have been identified as important to the problem Sekeran,

Total quality management in service sector a literature review

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Abstract Previous studies reported mixed and ambiguous results of the relationship between TQM practices and performances.

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This study investigated impacts of TQM practices on various performance measures as well as the reasons and the barriers of the TQM practices of firms in Turkey. We used a cross-sectional survey methodology in this study, and the unit of the sample was at the plant level.

We obtained usable questionnaires, with a satisfactory response rate of We conducted exploratory factor analysis and multiple regression analysis. This study has shown that different TQM practices significantly affect different performance outcomes.

Results revealed that primary obstacles that the firms in Turkey face were lack of employee involvement, awareness and commitment of the employees, inappropriate firm structure, and lack of the resources. It is recommended that firms should continue implement TQM with all variables to improve performance.

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There are mixed results about the relationship between total quality management practices and performance [ 1 — 3 ]. Table 1 presents a summary of relationships between TQM practices and performance.

Although most of the results of the previous studies were positive, some of the results were negative or nonsignificant [ 23 ]. The reasons of the mixed results can be as follows. The previous studies used different methods, different TQM variables, and different performance measures in their research models.

Total quality management in service sector a literature review

They were performed in different contexts such as different countries and different industries. The barriers to TQM practices might have caused to the mixed results in different studies. A summary of the hypotheses and the related literature showing positive relationships between TQM practices and performance.

Research with appropriate analytical methodologies and measuring tools can significantly contribute to investigating work on TQM which analyzed reasons of the relationship between TQM practices and performance. The aims of this work are finding the impact of TQM practices on various firm performances, investigating the reasons and difficulties of implementing TQM practices by firms in Turkey, and using appropriate analytical techniques and statistical analysis methods to investigate the relationship between TQM practices and firm performances.

The paper is organized as follows. Section 1 explains the importance and purpose of the research. Section 2 reviews TQM practices and summarizes the results of the relationships between TQM practices and various performance measures reported by the previous studies.

Section 2 also includes the proposed research model and the hypotheses related to the relationship between TQM practices and performance measures. Section 3 explains the reasons and the barriers of TQM practices.

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Section 4 gives the research methodology, including population and sample, the survey instrument, data collection procedures, and statistical analysis. Section 5 provides findings obtained from the data analysis, the explanatory factor analysis, tests for reliability and validity of the constructs, and the multiple regression analysis.

The final Section, Section 6presents discussion, managerial implications, future research implications, research limitations, and conclusion. However, some authors have found negative or insignificant results [ 152425 ]. Based on the literature reviewed, we propose the following hypothesis.

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TQM practices are positively related to performance. Leadership Leaders in a TQM system view the firm as a system; support employee development; establish a multipoint communication among the employees, managers, and customers; and use information efficiently and effectively.

In addition, leaders encourage employee participation in decision-making and empower the employees. Top management commitment and participation in TQM practices are the most important factors for the success of TQM practices.

Total quality management in service sector a literature review

Previous studies have found that leadership improves operational performance [ 28 — 31 ], inventory management performance [ 30 ], employee performance [ 2931 ], innovation performance [ 3032 ], social responsibility and customer results [ 33 ], financial performance [ 34 ], and overall firm performance [ 35 — 37 ].

Leadership is positively related to performance. Knowledge and Process Management Effective knowledge management ensures that employees obtain timely reliable, consistent, accurate, and necessary data and information as they need to do their job effectively and efficiently in the firm.

Only in this way, the expected benefits from TQM practices can be achieved. Process management emphasizes activities, as opposed to results, through a set of methodological and behavioral activities. It includes preventive and proactive approaches to quality management to reduce variations in the process and improve the quality of the product cf.International Journal of Humanities and Social Science Vol.

2 No. 13; July Factors Affecting Provision of Service Quality in the Public Health Sector: A Case. 4. Research Methodology Measurement Instrument. We decided on leadership, knowledge management, training, supplier quality management, customer focus, strategic quality planning, continuous improvement, employee involvement, and process management as the factors of TQM practices based on the literature review.

SERVQUAL is a multi-dimensional research instrument, designed to capture consumer expectations and perceptions of a service along the five dimensions that are believed to represent service quality. SERVQUAL is built on the expectancy-disconfirmation paradigm, which in simple terms means that service quality is understood as the extent to which consumers' pre-consumption expectations of quality.

Optimising talent and driving high performance; i: Ensure Secretaries are visibly accountable for talent management and succession: ii: Introduce formal talent management for SES Band 3s and 2s, to be led by the Secretary of the Department of the Prime Minister and Cabinet and the Australian Public Service .

Draft Literature Review for LCC Methodology Project Davis Langdon Management Consulting June 1 Foreword The literature review in this document relating to .

In the past decade, much has been written about Total Quality Management (TQM) and Continuous Quality Improvement (CQI) in the manufacturing and healthcare industries; however, less attention has been paid to the application of these quality approaches in the higher education sector.

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