...Somayeh Alizadeh; Meena Chavan; Hamin Hamin Purpose – The purpose of this paper is to explore the key aspects of service quality within the outpatient context. The secondary aim is to compare views on quality of health service by Caucasian and non-Caucasian patients in Australia. Design...

...Alan Brown Purpose This paper aims to identify important challenges to sustaining business excellence amongst award‐winning companies in Australia. Design/methodology/approach Companies which had won Australian Business Excellence Awards were chosen as cases for this research since they had...

... enterprises Business performance Australia Past studies have reported that the application of quality management (QM) practices in small to medium‐sized enterprises (SMEs) helps them to sharpen their market focus, use their material and human resources more efficiently and improve their competitive...

..., with a focus on Australia. Max Saunders can be contacted at: maxsaunders@clear.net.nz © Emerald Group Publishing Limited 2008 Business excellence Business improvement Quality management Australia Custodians were asked if they undertook surveys or focus groups to obtain the opinion...

... portfolios and strengthens the links between PPM practices and outcomes. © Emerald Group Publishing Limited 2008 Innovation Product development Australia Although this research focuses primarily on PPM practices, it is recognised that the environment is complex and that successful...

... of consumers in a chain departmental store setting in Victoria, Australia. The model investigates the effect of service quality, trust, and commitment on relationship strength. The model then seeks to explore the impact of relationship strength on attitudinal outcomes such as relationship quality...

...Daniel I. Prajogo; Amrik S. Sohal Addresses the key question of whether there is a link between quality management practices and innovation performance. Presents an empirical case study of a large manufacturing firm in Australia that has been successfully maintaining its competitive advantage...

... policies and operations within each of these five categories, which can impede the quality journey. © MCB UP Limited 2002 Case studies TQM Sustainable development Australia The research questions were, first, to examine what factors might impact on the sustainability of quality...

... Commission of Australia report (1996, p. 351) also states that the way that QA and performance monitoring are used “… is highly interdependent in that the more comprehensive the QA arrangements, the less will be the need for detailed performance monitoring”. This assertion can be challenged, based on whether...

... 2002 Australia Total quality management In the late 1980s, Australian business and government began to show a keen interest in total quality management (TQM). It was the Foley (1987) Report on standards, accreditation and quality control and assurance, which focused government...

... Quality circles Teams Participation Australia Thailand TQM The concept of total quality management (TQM) gained popularity in the 1980s (Easton, 1993; Kano, 1993; Lawler, 1994) and was adopted by a number of organisations in many countries throughout the world (Ernst & Young and American...

...Shams‐ur Rahman Recently, a highly credible report suggested that the quality philosophy and quality standards have not effectively reached the core of Australia’s commercial base – 780,000 small and medium enterprises (SMEs). Drawing on this critical finding, this study aims at providing empirical...

... research, numerous factors critical to success are identified. Concludes that there is no single best approach to implementing the TQM philosophy. An approach unique to the needs and culture of the organization must be developed. © MCB UP Limited 2000 TQM Barriers Manufacturing Australia...

... and organisational performance; however, most of these have focused on larger organisations. This study uses data collected from 62 small business in Australia and uses the Australian Quality Awards framework to determine the link between quality management practices and business performance. Benson et al...

.../ operators/managers, quality professionals and other SME stakeholders. © MCB UP Limited 1999 Quality Integration Methodology Small‐to‐medium‐sized enterprises Australia Small and medium size enterprises (SMEs) are very important for the economic growth of a country. SMEs not only...

... have not yet emerged. Field studies are appropriate for such circumstances. © MCB UP Limited 1999 Audit Australia Corporate culture Implementation Organizational change TQM These three core principles are supported by seven management imperatives: (1) Quality...

...Ton van der Wiele; Alan Brown Based on two quality management self‐assessment survey projects conducted in Europe and Australia, the authors compare practices in these parts of the world. The main questions addressed are: why do organisations use self‐assessment?, how do they implement self...

..., due to the differences in size with the Australian sample, no statistical comparison of results with the earlier study will be provided. However, summary findings from the US study will be provided and compared to the results from the Australian sample. © MCB UP Limited 1999 Australia...

...Morris Abraham; John Crawford; Tom Fisher Fourteen companies who were winners of the Australia Quality Award between 1989 and 1993 were surveyed regarding the dynamics of the change processes, which led to their achievement of the awards. It was hypothesized that the organizations which won...

...Nicholas B. Beaumont; Amrik S. Sohal; Milé Terziovski Presents a comparative analysis of the attitudes to and the use of quality management practices (QMP) in Australia’s manufacturing and service industries. Outlines the survey methodologies, lists questions asked and summarizes responses to them...