B.G. Dale

Service quality and e‐commerce: an exploratory analysis

Examines the applicability of determinants identified in a physical services environment to assess the services relating to e‐commerce. It is argued that the lack of human interaction during the Web site experience means that determinants such as competence, courtesy, cleanliness, comfort and friendliness, helpfulness, care, commitment, flexibility are not particularly relevant in e‐commerce. On the other hand, determinants such as accessibility, communication, credibility, understanding, appearance, and availability are equally applicable to e‐commerce as they are in physical services. The paper argues the need for further research to identify suitable determinants for the e‐commerce operating environment.

Business process management: a review and evaluation

The area of business process management (BPM) is a relatively new field and there is little academic literature on the subject. This paper critically examines the literature to pinpoint BPM definitions, approaches and principles. A study is reported of a business unit of a “world class” organisation to examine its application of BPM. It was found that the principles of BPM espoused by the corporate organisation and its approach to BPM application is along the lines of best practice as outlined in the literature. However, in the business unit examined, there is an inadequate understanding of BPM and the application of BPM principles is haphazard. For example, it was discovered that employees have too little time to spend on process simplification and improvement and there are too many in‐process measures for process owners to make effective use of the information. It is also pointed out that if BPM is to be truly effective it requires cross‐functional and process orientated management, which is not easy to attain.

Key quality factors in Web site design and use: an examination

The focus of the research described in this paper was to identify the key quality factors in Web site design and use. From the factors identified, a conceptual model has been developed to assess how a Web site can deliver what its users expect. The model is based on: ease of use, customer confidence, on‐line resources, and relationship services. These facts have been validated in an assessment of a range of Web sites. The model comprises a useful measurement tool which designers can use to suffice the quality of their Web sites.

Total quality management: origins and evolution of the term

The focus of this paper is to trace the origins of the term TQM and clarify the different definitions employed by academics and practitioners. Feigenbaum and Ishikawa are perhaps the greatest contributors to the development of the term. The other recognised quality management gurus such as Crosby, Deming and Juran have shaped the dimensions, practices and mechanism which underpin the concept, but it is noted that none of these three actually uses the TQM term. TQM started to be used in the mid‐1980s and only became a recognised part of the quality‐related language in the late 1980s. The paper also analyses the key dimensions of TQM and traces their origins.

Integrated management systems: an examination of the concept and theory

This paper relates the main findings of a literature review of integrated management systems (IMS). In general, integration has been discussed in the literature dealing with quality, environmental, and health and safety management. The need for an IMS has arisen as a result of the decisions of organisations to implement an environmental management system and/or an occupational health and safety management system in addition to a quality management system. A number of differences have been identified in the interpretation of what integration means and how it should be accomplished. This leads the authors to conclude that the need for definitions is of some urgency. It is also pointed out that the current emphasis is on achieving compatibility between the standards to facilitate alignment.

A study of total productive maintenance implementation

This paper focuses on a study of total productive maintenance (TPM) in three companies. The companies implemented TPM because of the business difficulties they faced. In all three companies senior management had supported TPM and set up suitable organisational structures to facilitate its implementation. The companies had followed Nakajima’s seven steps of autonomous maintenance, although different TPM pillars had been adopted, with the common ones being improvements, education and training, safety, and quality maintenance. The main differences in TPM implementation related to the use of ABC machine classification system and the role of facilitators.

A proposed model of TQM implementation based on an empirical study of Malaysian industry

This paper is based on an empirical study of TQM implementation in the Malaysian industrial context. The main focus of the study was to identify quality factors for effective TQM implementation, which are critical for TQM to flourish in Malaysian industries, and to understand the dynamics of TQM implementation in a Malaysian context. The paper presents the outcomes from this research in the form of an implementation framework, constructed through the use of practical guidelines, the key steps of which have been validated and supported empirically.

Self-assessment using the business excellence model: A study of practice and process

Abstract This paper reports a study of self-assessment practices in 10 organisations. The research was carried out by semi-structured interviews directed towards a range of issues related to the process, practice and management of self-assessment. Amongst the findings are that organisations are becoming more aware of the role of self-assessment in influencing strategy and are including the outputs of self-assessment in their business planning process, and self-assessment is seen as making the organisation a more viable commodity. It was also found that the potential of self-assessment for analysing organisational performance and identifying areas for improvement is underestimated by managers. On the other hand, it is pointed out that the increasing commercial aspects of self-assessment and the Quality Award process is diluting their effects. Based on the findings, two matrices have been developed which define the organisational and TQM related characteristics that an organisation should exhibit before adopting a particular approach to self-assessment.

Quality costs: a critique of some ‘economic cost of quality’ models

Abstract While carrying out a study of the collection and use of quality-related costs in manufacturing industry the authors found in the literature many notional models purporting to indicate the relationships between the major categories of quality costs and a few sets of real data. Despite being based on common principles, there are wide differences between some of the models and between the models and real data. The paper categorizes and discusses the models in the light of the research experience. It is concluded that many of the models are inaccurate and misleading and serious doubts are cast on the concept of an optimum quality level corresponding to a minimum point on the total quality-cost curve.

Self-assessment: A study of progress in Europe’s leading organizations in quality management practices

Reports a European study on the use of quality management self‐assessment. Data have been obtained from 117 organizations who, in general, have some experiences of self‐assessment methods. Among the main findings were the identification of the steps which are considered to be a key influence on the success of the self‐assessment process and what have been the main learning points. Points out that organizations are using self‐assessment mainly to identify strengths and weaknesses and also to facilitate internal and external learning in terms of transfer of best practice and ideas.