M. Jesús Álvarez

Exploring the links between information capability and the EFQM business excellence model: the case of Basque Country Quality award winners

In todays turbulent global environment, using and efficiently managing information is a critical success factor that enables organisations to improve their results. Information capability is a source of competitive advantage and helps companies to achieve higher levels of efficiency. Total quality management (TQM) models are designed to guide organisations in their journey towards business excellence, and they help to identify the role and importance of information as a capability. The aim of this study is to find whether companies with TQM models actually use and manage information efficiently so that they have information capability. In order to achieve this goal, after defining the components of information capability, we reviewed the European Foundation for Quality Management (EFQM) criteria described in the reports of Basque Country Quality award winners to find evidence of these components. In addition, interviews with members of those companies were conducted in order to get additional insights into the findings. This paper presents evidence from organisations at the forefront of TQM practice, showing that many information capability practices are covered in the EFQM model. We found evidence of many information practices, and we saw from the information collected that the most highly developed competence in these companies is the Information Management Competence, while practices related to the information technology Competence and the Information Behaviours and Values Competence are not as evident. Nevertheless, this study is a first approach and is limited by the information shown in the self-assessment reports.

Quality management in hotels in the Basque Country

Purpose – The purpose of this paper is to see how quality management is carried out in hotels in the Basque Country, a region in the north of Spain with a long tradition in the tourist sector.Design/methodology/approach – The objective of the study was to establish what approaches to quality management are utilised by hotels in the region. The data were collated from information gathered via a survey conducted by e‐mail.Findings – A large percentage of surveyed hotels implement a quality management system that has been designed in‐house. A figure of note, is the fact that 79 per cent of participants claim their quality management system has been introduced successfully. The study also indicated that a significant number of hotels implement a policy of continuous improvement to the system, as hotels believe in the effectiveness of quality management systems and think that such systems have resulted in an increase in customers and profit.Research limitations/implications – The hotels that responded to the s...

Experience: Information Dimensions Affecting Employees’ Perceptions Towards Being Well Informed

Information is a strategic company resource, but there is no consensus in the literature regarding the set of dimensions to be considered when measuring the quality of the information. Most measures of information quality depend on user perception. Using multiple correlation analysis, we obtain a model that allows us to explain how information quality dimensions influence information consumers’ overall feeling of being well informed. A set of dimensions that any measure of information quality should at least include is proposed. This exploratory study reports the results of a research survey among managers of companies committed to quality management within the framework of a Total Quality Management (TQM) model, which is an information-intensive management model.

Information Quality in Companies Committed to TQM

In the turbulent global environment in which organizations now compete, having reliable, accurate and readily available information is a key factor. Information is a strategic company resource. To the extent that TQM is an information-intensive management model, it is not unreasonable to assume that companies committed to TQM models should be efficient when managing information. This study has two main objectives. First, we aim to explore whether the information managed by companies committed to TQM models (in particular a quality management system based on the ISO 9000 international quality standards series) meets the dimensions required for information quality. Second, we aim to explore how information quality dimensions influence information consumers’ overall feeling of being well informed in those companies. Using a quantitative approach, we used a questionnaire survey to capture the perceptions of managers in companies committed to a quality management system based on the ISO 9000 international quality standards series with respect to the information they managed. More specifically we applied a nonparametric test and performed a multiple regression analysis to address the objectives of the study. The analysis shows evidence that the information managed already meets many dimensions of information quality among the companies analysed.

Efficient information-related practices in companies committed to EFQM

Purpose The purpose of this paper is to explore whether or not companies committed to quality management within the European Foundation for Quality Management (EFQM) Excellence Model framework use and manage the information in an efficient way, i.e., they have developed information capability. In particular, this research investigates the links between information capability and the EFQM Excellence Model. Design/methodology/approach This study is an extension of previous work by Zarraga-Rodriguez and Alvarez (2013), which was a first qualitative approach to the subject. In that work the EFQM Excellence Model criteria were analysed to see if somehow they illustrate practices associated to a company’s information capability, self-analysis reports of a set of quality award winners were reviewed and interviews were conducted with members of those companies. The present research adopts a quantitative approach to gain deeper knowledge. Through a questionnaire survey the perceptions of managers in companies committed to the EFQM Excellence Model with respect to information capability-related practices and about the information they managed are captured. Findings The analysis shows evidence that many information practices are common practices among companies committed to the EFQM Excellence Model and reveals information practices that should be improved. Originality/value Practices that lead to efficient use and management of information have not been studied in detail in companies committed to quality management within the EFQM Excellence Model framework. Companies that are aware of the importance of handling quality information when making the decisions will find in this study a set of practices they can implement in order to achieve excellent performance based on the use and management of information.

PAPEL EN LA INNOVACIÓN DE LA GESTIÓN Y USO EFICIENTE DE LA INFORMACIÓN

This study focuses on how innovation capability can be developed within a company and how information capability is integrated into the innovation process. Innovation, helped by elements that generate and share knowledge, is generated through different practices. Thus, the present study develops an analysis of the role of information capability in innovation through the assessment of the direct experiences of managers from innovative companies located in Spain through grounded theory methodology. Our findings suggest that strategy promotes the appropriate culture and values that are aligned with innovation in the company. Strategy also establishes and acquires the resources, both internal and external, that an organization needs in order to achieve competiveness through innovation. Moreover, the organizational culture and resources support the information capability, and this information capability in turn supports the knowledge management which supports and develops innovation. The contribution of this research is the proposal of a framework that explains the elements that underlie innovation management in companies. The paper contributes to a deeper understanding of how to use information capability and knowledge management as potential sources of innovation.This study focuses on how innovation capability can be developed within a company and how information capability is integrated into the innovation process. Innovation, helped by elements that generate and share knowledge, is generated through different practices. Thus, the present study develops an analysis of the role of information capability in innovation through the assessment of the direct experiences of managers from innovative companies located in Spain through grounded theory methodology. Our findings suggest that strategy promotes the appropriate culture and values that are aligned with innovation in the company. Strategy also establishes and acquires the resources, both internal and external, that an organization needs in order to achieve competiveness through innovation. Moreover, the organizational culture and resources support the information capability, and this information capability in turn supports the knowledge management which supports and develops innovation. The contribution of this research is the proposal of a framework that explains the elements that underlie innovation management in companies. The paper contributes to a deeper understanding of how to use information capability and knowledge management as potential sources of innovation.

Innovation Capability and the Feeling of Being an Innovative Organization

Companies today compete in a turbulent global environment characterized by considerable technological advance and a knowledge-based economy, and the basis for sustainable competitive advantage has shifted to innovation. Given that a capability is a source of competitive advantage under the Resource Based View (RBV) theory, the development of an innovation capability is a critical factor for success. The aim of this paper is to explore the degree to which certain companies have developed this innovation capability. We also explore the relationship between innovation capability and the feeling of being an innovative organization. Spain is no longer cost competitive, and this fact makes innovation a top priority for the tourism sector. In light of this state of affairs, the study focuses on Spanish hotels because it is expected that such companies have developed this innovation capability.

Information Capability in Basque Country Quality Award Winners

Given the global environment that companies have to compete in nowadays, changes are so frequent that companies have to adopt a proactive attitude by trying to anticipate those changes. Using quality information while making decisions has become a critical factor for success, and nobody disputes the importance of having this quality information, which comes from the efficient use and management of information. Companies that have such quality information will have a competitive advantage and improve their results. Under the RBV theory, this efficient use and management of information could be considered a capability of a company. The aim of this paper is to explore the degree to which certain companies have developed this information capability. We focused the study on companies committed to Total Quality Management models because, due to the nature of these information intensive models, such companies can be expected to have developed information capability. The findings confirm this fact, although there are still opportunities for improvement.

Gestión y uso eficiente de la información en función del enfoque de calidad adoptado por la organización

Explore the development of the information capability in companies committed to quality management and explore whether the development of information capability depends on the quality management system adopted by the company. The efficient use and management of information can be considered a capability for a company. From a review of the literature we first define information capability related practices. Then, through a questionnaire, we captured the perception of managers in two types of companies regarding the existence of information practices. We contacted companies that used ISO 9000 as their quality management system and companies that were committed to the EFQM excellence model. The paper contributes to a deeper understanding of the information capability construct. According to the results, companies committed to quality management have developed the information capability. Also, this study shows the differences in its development in terms of the quality system adopted by the company.The data has been obtained from small samples of companies from different regions in the world. Also other quality management systems could be considered.