... and validate the predictive model. Testing for nonlinear effects, normality, outliers and homoskedasticity warrants power transformation of the target variable. The analysis used data from GSMArena.com and Amazon.com. Findings Our study validates extant findings and provides several novel insights...

...Lars Witell; Martin Löfgren; Anders Gustafsson; Yu‐Cheng Lee; Shao‐Bin Lin; Ya‐Li Wang Purpose Kano's model is extensively applied in industry and by researchers. However, the model has a shortcoming in that enterprises cannot use it to evaluate the influences of quality attributes on product...

...Samuel K.M. Ho Purpose The purpose of this paper is to explore an integrated total quality management (TQM) model for global sustainability. Design/methodology/approach It has been well‐recognised that Japanese firms compete in quality, cost and speed of delivery. Over the last century...

...Arash Shahin; Payam Nikneshan Purpose The purpose of this paper is to propose an integrated model of quality function deployment (QFD) and customer relationship management (CRM) for design and delivery processes. Design/methodology/approach After the literature review, the elements of a CRM...

...Simmy Marwa; Mohamed Zairi Purpose The purpose of this paper is to provide a conceptual framework for conducting a benchmarking visit/expedition. Design/methodology/approach Recent articles on the models of benchmarking are reviewed and used to construct a seven‐step benchmarking visit...

...Rajiv Kumar Sharma; Dinesh Kumar; Pradeep Kumar Purpose The purpose of this paper is to describe a structured framework to implement and sustain a quality costing system (QCS) based on process cost modeling (PCM) in process industries. Design/methodology/approach After reviewing and analyzing...

...Siham El‐Kafafi Purpose The purpose of this paper is to investigate the organizational change taking place within New Zealand water utilities as a result of implementing Total Quality Management (TQM) models (i.e. TQM experts’ teachings, ISO 9000 standards, and quality awards). Implementation...

...Martin Ljungström Purpose The purpose of the paper is to evaluate and further develop a model created to start‐up the implementation of continuous improvements (CI) and work development (WD). Design/methodology/approach The model is evaluated through action research at two different Swedish...

...Claude R. Superville; Sanjay Gupta There is consensus that money invested in quality programs provides a high rate of return, but disagreement on how the optimal level of quality investment can be modeled. It has been postulated that there is no correct cost of quality (COQ) model since quality...

... shown to be able to lead to the achievement of greater quality and enhanced customer satisfaction. © MCB UP Limited 1997 Modelling Quality control Quality management Simulation TQM Brauer and Cesarone[ 9 ] discuss different applications of simulation modelling, concluding...

...John A. Gilbert; John Gilbert Argues that the behaviour of people at all levels in an organization can be categorized according to the“erratic‐systematic‐organic” model. Describes the organizational behaviour characteristic of each phase. Suggests that the best way for an organization to find out...

...Samuel K. Ho; Christopher K. Fung Part 1 developed a model called LETQMEX standing for LEicester Business School TQM EXcellence Model based on sound total quality management (TQM) practices. An intensive questionnaire survey was conducted based on about 1,800 BS 5750 registered companies in the UK...

...Samuel K.M. Ho; Christopher K.H. Fung In contemporary management in the 1990s, TQM is a proven approach for success in manufacturing, services and the public sector. Examines what is so special about TQM and develops an excellence model based on some proven approaches adopted by the Japanese. Looks...

...Ronald P. Anjard Discusses how in today’s dynamic world of paradigms, quality and TQM,attempts are made to understand organizational behaviour. Discusses the traditional 2D model of quality versus people and proposes that it is in fact a multifaceted model. Proposes that a 3D model exists...

...Tito Conti Second of a two‐part series. Suggests that external, third‐party assessment schemes no longer meet the needs of total quality organizations and that what is needed is a self‐assessment process, based on a new reference model, capable of unifying an organization′s diverse assessment...

...Tito Conti First of a two‐part series. Examines current schemes for self‐assessment and their limitations. Proposes a new method of measuring organisational excellence and continous improvement. Suggests what is needed is an “assessment model” of the company′s quality goals and results, created...