...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...

... required respondents to: © Emerald Group Publishing Limited 2009 Total quality management Performance management Small to medium‐sized enterprises Business performance Australia Past studies have reported that the application of quality management (QM) practices in small to medium...

..., 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 Business excellence frameworks (BEFs) provide a structured approach for organisations...

... was developed to capture PPM practices in use, outcomes from the PPM process and to identify PPM challenges. This survey was completed by sixty organisations in Australia. A portion of the survey draws upon the earlier surveys used by Cooper et al. (2001) in North America and the results from...

... 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...

... it to create stronger linkages between the business plan and quality management activities. © MCB UP Limited 2002 Case studies TQM Sustainable development Australia How has quality evolved over time? What have been the important factors impacting on this development? Has quality...

... with a framework for improving their performance and quality monitoring practices, and highlights areas for future academic research. The Industry 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...

.... Such an analysis will help researchers understand the development and progress of the field to date and will help to draw out an agenda for future research. Australia Total quality management A literature search has been conducted to identify articles published in refereed journals. Since TQM...

... Limited 2001 The objective of the study is to examine the effects of employee participation in teams in TQM programs on employee attitudes in Australia and Thailand. Australia and Thailand were selected for four main reasons. First, according to Hofstede’s 50‐country study of cultural dimensions...

...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. TQM Barriers Manufacturing Australia The detailed case studies...

... 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. Section 2...

... to construct a model whereby the application and effect of quality methods can be objectively examined. © 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...

... for successful introduction of effective cultural change are also applicable when implementing TQM programs in organisations. The implementation of a five step cultural audit as a prerequisite for the successful introduction of TQM into organisations is proposed. © MCB UP Limited 1999 Audit Australia...

...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...

...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...

..., the obstacles faced in doing so and future plans for continued development. © MCB UP Limited 1999 Australia Logistics Quality TQM Keywords Australia, Logistics, Quality, TQM Abstract The importance of the logistics function has increased dramatically at many firms as competitive...

...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...