Dianne Waddell

Knowledge management as perceived by quality practitioners

Purpose – This paper seeks to explore the relationship between knowledge management and quality management with a particular focus on the role of quality culture. The paper also aims to address the assumption that as knowledge management reaches its maturity, in terms of acceptance as an important part of doing business in the modern world, quality will again become the mantra of successful companies.Design/methodology/approach – A total of 1,000 quality managers from Australian organisations were surveyed for their perspectives on current and future knowledge management and quality management approaches. The questionnaire utilised both quantitative and qualitative data collection methods. The questionnaire was broken into three sections: respondent profile, current knowledge management and quality management practices, and future predictions for both knowledge management and quality management.Findings – The key finding of the paper was that organisations would have to embrace a quality culture as a fund...

Quality managers: Beyond 2000?

A review on current quality management literature discloses a conglomeration of sentiments amongst quality managers with regards to the future of their quality profession. These sentiments can primarily be grouped into two categories: (1) that quality managers will no longer play a role in functional management, as quality will become an integral part of the organization; and (2) alternatively, they will play a significantly different role, leading to a specialized job design (Stratton, 1996, Quality Progress, 29, pp. 73-74). Despite the fact that many have voiced their concerns regarding the future of the quality profession, little formal research has been conducted to address this issue. Thus, the significance of undertaking this research is to aim to verify and substantiate their sentiments. Findings of the research may also contribute as a signal to quality managers with regards to their future roles and may inspire them to prepare themselves better for meeting future qualityrelated endeavours. It is important not to prophesy the precise future role of quality managers, as no one outside the psychic industry will claim to be capable of it. Rather, the research endeavours to predict the role of quality manager in the next decade by conducting interviews with various professionals in the quality-related fields, testing the significance of research questions generated from these interviews through surveys and reviewing current quality manager-related literature. Thus, synthesizing the results from the above-mentioned means to predict the role of quality managers in the years beyond 2000.

Status of Quality Management practices in manufacturing SMEs: a comparative study between Australia and the UK

This study is aimed to assess and compare the status of quality management (QM) practices in the manufacturing small and medium-sized enterprises (SMEs) in Australia and the UK, and to develop better insights into the use of and benefits from such QM practices. Furthermore, the intention was to identify the trends for adoption of advanced QM practices such as Lean and Six Sigma. A similar survey instrument was designed and tested in the two countries and data were analysed using SPSS and excel worksheet. The findings confirm that the adoption of Six Sigma is quite slow in Australian and the UK SMEs. ISO 9000 is the most popular QM initiatives in SMEs followed by the recent trend to implement Lean for streamlining business processes. Leadership is critical to the success of any QM practices such as Lean and Six Sigma. Networking with government bodies and academic institutions, and fact-based decision-making emerged as the two new critical success factors for implementing QM in SMEs. Significant improvement in performance metrics was observed in the UK SMEs after implementation of quality initiatives, though similar result was not replicated in the Australian sample.

The challenges for quality managers in Britain and Australia

Purpose – This paper aims to compare and contrast the career experiences and development needs of British and Australian quality managers.Design/methodology/approach – The results of a postal survey of the careers of British quality managers are compared with Australian quality managers based on two surveys.Findings – The study finds that quality managers in both countries brought wide functional experience to their roles. Their current jobs are major sources of intrinsic job satisfaction for both groups of managers but they utilise a very limited range of quality tools. Also British and Australian managers show little awareness in terms of their development needs for a broader background in quality.Practical implications – The findings suggest a worrying lack of innovatory zeal amongst quality managers who appear to be more concerned with the maintenance of standards rather than taking a more dynamic approach. Thus it is argued that while quality managers bring wide functional experience to their current...

“Quality lives on”: quality initiatives and practices in Australia and Britain

Purpose-The purpose of this research is to explore the incidence of innovative approaches to quality in both Australia and Britain, the reasons behind their implementation, the ways in which they were undertaken and the success factors and the pitfalls encountered along the way. Design/methodology/ approach-A structured postal questionnaire was sent to 1,000 quality managers in both Australia and Britain. A response was received from 129 Australian and 175 British companies, who reported on why they did or did not introduce a new quality initiative within the past five years. Findings-A comparative analysis shows trends, similarities and differences, and future directions of quality in both countries. The paper concludes by identifying important lessons for senior management needing to make changes in this important aspect of any business. A high proportion of organisations in both countries are actively undertaking new quality initiatives. The impetus to change and the barriers to successful implementation were common to both countries. The type of initiative differed between the two countries, with a preponderance of ISO 9000 in Australia amongst a much wider choice of approaches than in Britain. There is a low take-up of Six Sigma in both countries, particularly in Australia. Originality/value-The paper offers a recent insight into quality approaches undertaken in both countries and identifies important lessons for senior management.

Challenges of inter-generational succession in the Chinese Australian family business

Chinese immigrants have long been a feature of Australias population mix and play a critical role in the countrys economic activities, with particular contribution by Chinese family-owned businesses. Although these family-owned businesses can generate and significantly improve the financial wealth which stems from the familys original fortune, most Chinese family businesses are relatively short-lived, rarely extending beyond one generation. The high mortality rate in family businesses points primarily to the challenges of management succession. There is recognition that inter-generational succession is essential for both the profitability of Chinese family businesses and the welfare of the family as a whole. However, the intentions of inter-generational pursuit of continuity can be subject to the different goals and interests of key participants, as well as the surrounding context in which the business develops. This paper presents issues pertaining to the inter-generational diversity that might challenge the business continuity of Chinese family businesses, through the identification of how individuals perceive, relate to and initiate the succession process.

The succession decision in Chinese–Australian family businesses : an exploratory study

Abstract This article explores the factors used to make succession choices as ethnic Chinese family business founders integrate into their host country, Australia. An empirical study of six Chinese–Australian family businesses was used to analyse what factors influence the succession decision-making process. Results show three broad factors influenced the founders’ decisions, including the aspirations and visions of the business founders, cultural and individual values shaped in the integration process, and the options that are available for succession. Findings challenge the anticipated option of intergenerational succession, with its emphasis on family-oriented collectivistic values as expectations. It provides future support for considering how the cultural value orientation (collectivistic, individualistic, or transitional) has impacted on the founder’s succession choices. Further research is required to understand how the flexible, changing, situational founder’s succession intentions are manifested among family businesses in cultural transition.

Training Quality Managers--Do they Practice what they Preach?

This paper discusses the personal and professional development needs of Quality Managers. It has been presumed that training is the most important factor to improve quality, once commitment is present. This paper poses the question as to whether Quality training is objectively, systematically, and continuously performed in Australia. In previous research by the authors, it was ascertained that training is often initiated by individuals and provided by private providers as directed by the client. It is of interest to determine if the two largest professional associations for Quality, Australian Organisation for Quality (AOQ) and SAI (Global) perform in this respect. Questions of interest included: what do they offer; how do they determine the needs of their members; who provides these programmes; how do they communicate these programmes to their members; how do they evaluate the success or otherwise of their programmes; and by what process of evaluation do they determine future needs. These data have been collated and analysed and it is concluded that a specifically designed and comprehensive training needs analysis for Quality Managers is being neglected and that the initiation for professional development remains with the individual.