...Madhav Sinha; Hatice Camgöz-Akdağ; H. Pınar İmer; K. Nazlı Ergin Purpose – The purpose of this paper is to employ quality function deployment (QFD) method for translating internal customer needs and expectations into appropriate service specifications to perform existing process assessments...

...Adel M. Aladwani Purpose To understand the relationship between web site quality and consumers' web attitudes and purchases. Design/methodology/approach The paper constructs and tests a model linking four sub‐dimensions of web site quality to purchasing intent of consumers using data gathered...

... for continual improvement. The standards from the “customer‐focused” or “product quality” group are all based on the so‐called “process approach”, which fosters running an organization as a set of interdependent processes. This group includes, for instance, the following MSS: ISO 9001 (quality), ISO 10012...

...Jiju Antony; Tolga Taner Statistical process control (SPC) is a powerful technique which organisations can use in their pursuit of continuous improvement of both product and service quality. Many organisations in the UK are still learning about the successful introduction, development...

...B.G. Dale; G.M. Wan The paper reports the main findings of an evaluation of four separate quality costing methods which have been trialed in an organisation manufacturing flavourings for the food and drink industry. It was found that the semi‐structured departmental method was the most suitable...

... of the organisation has been re‐emphasised by quality management in an era of extensive focus on the functional aspects of business processes. Moreover, it has influenced organisational culture by exposing organisations to change. Implicitly it has also emphasised continuous and incremental improvement of business...

...José‐Luis Guerrero‐Cusumano; Willem J. Selen Summarizes the main points of divergence between the French EAQF, German VDA 6, and USA QS 9000 standards in the automotive sector and evaluates their possible impact on eligibility for certification under the quality standard of comparison. While...

... Performance measurement Problem solving Quality TQM The literature on business process re‐engineering, benchmarking, continuous improvement and many other approaches of modern management is very abundant. One thing which is noticeable, however, is the growing usage of the word “process” in everyday...

... the design). 2. A clear understanding of goals is essential in the management of selecting the best design alternative (i.e. goals are used to evaluate the design). 3. A clear understanding of goals is essential for it to be possible to evaluate the operating quality of a business process (i.e...

... on model companies and areas of best practice, many processes and practices were modified in order to boost performance standards and achieve higher levels of customer satisfaction. © MCB UP Limited 1996 Benchmarking Customer care Kaizen Quality This article is based on a submission...

...H. James Harrington The complexity of today’s business environment has made it necessary to evaluate all the alternatives before committing resources to an improvement process. Combines total business management, total cost management, total productivity management, total quality management...