Purpose The purpose of this paper is to explore the relationship between quality management (QM) and performance, specifically how the infrastructure and core QM practices affect quality and business performance, in Indian manufacturing organizations. Design/methodology/approach In this study, the empirical data were drawn from 262 manufacturing organizations in India. The research model was tested using the structural equation modeling technique. Findings The findings of the empirical study revealed that infrastructure QM practices have a positive effect on core QM practices and indirectly on quality performance, whereas, core QM practices have a positive effect on quality performance. Also, quality performance has a positive effect on business performance. Research limitations/implications This study considered QM from two dimensions (infrastructure and core quality practices), the study further contributes to the understanding of the different roles played by diverse QM dimensions in determining business performance in terms of increased return on investment, shareholder and stakeholder value. Practical implications The study showed that infrastructure quality practices support the application of core quality practices. Therefore, managers must develop and maintain their organization’s quality system and sufficient resources need to be allocated to both types of practices in order to achieve the superior business performance. Originality/value This study considers both total quality management and Six Sigma practices for defining a new set of infrastructure and core QM practices in Indian manufacturing organizations.

Purpose – The purpose of this paper is to develop and validate a scale for infrastructure and core practices, including total quality management (TQM) and Six Sigma practices, in the Indian manufacturing organizations. Design/methodology/approach – In this study, a psychometric systematic scale development procedure has been adopted and executed, which includes three phases. Phase 1 includes item generation and selection through expert opinion. In Phase 2, scale refinement using item analysis, exploratory factor analysis, confirmatory factor analysis (CFA), and convergent and discriminant validity have been carried out. Finally, in Phase 3, scale validation through the replication of CFA and nomological validity assessment has been conducted. Also, a higher order measurement and structural model has been used to assess predictive validity of infrastructure and core practices. Findings – The findings of the empirical study resulted in a 45-item scale that measures Infrastructure practices (top management commitment, workforce management, supplier relationship, customer relationship management, Six Sigma role structure) and core practices (process management, product/service design, quality information and analysis, Six Sigma metric, Six Sigma structure), considering both TQM and Six Sigma practices. Also, the higher order predictive validity assessment model suggested that core practices have a higher impact on quality performance than infrastructure practices. Research limitations/implications – This study considered TQM and Six Sigma practices for defining infrastructure and core practices. However, future studies may include other quality tools in infrastructure and core quality practices such as Lean, Kaizen, and others in the measurement model to get more concrete results. Practical implications – This reliable and valid scale will help managers measure the level of QM in order to enhance business performance. Originality/value – This study symbolizes a first-time attempt for developing a validated tool to measure infrastructure and core practices in the Indian manufacturing organizations.

Purpose The purpose of this paper is to examine the effect of total quality management (TQM) on service quality (SQ), market orientation (MO) and the subsequent effect on customer satisfaction (CS) and customer loyalty (CL). The research also analyses the direct effect of TQM on CS. Design/methodology/approach Data were collected from middle managers of retail banking sector in India using survey method. Structural equation modeling is used to analyze the data and to test the hypotheses. Findings The results show that TQM is positively associated with SQ, MO and CS. SQ and MO are significantly and positively associated with CS. CS subsequently leads to improved CL. Practical implications Enforcing TQM practices in their organizations as a change management tool, banks can achieve a greater degree of MO, improved SQ and higher CS to gain higher CL. Originality/value This paper empirically demonstrates that, by proper implementation of TQM in banks, the SQ and MO can be improved. Well implemented quality management practices, better customer service and market-focused attitude of banks will elevate the CS level and improve loyalty of customers toward the banks. With a little study has yet focused on India, the paper offers knowledge to banking professionals for increasing CL by effective implementation of TQM practices.

Purpose The purpose of this paper is to empirically examine the organizational culture (OC) of the competing values framework (CVF) on quality management (QM) practices. Specifically, it tests OC on two views, QM practices, i.e. the infrastructure quality and core QM practices. Design/methodology/approach The proposed hypotheses were tested using empirical data drawn from 262 manufacturing organizations in India. The research model developed was analyzed using structural equation modeling technique. Findings The findings of this study revealed that the hierarchical and rational cultures are the dominant types of culture, and top management commitment and Six Sigma structure are the most important aspects of the infrastructure and core QM practices in Indian manufacturing organizations. Further, the results of the study showed that group culture and development culture are the most supportive culture types for both infrastructure and core QM practices. On the contrary, hierarchical and rational culture types are the least supportive for infrastructure and core QM practices. The study proposes the need for the mixed culture approach that facilitates the adoption of business strategies Practical implications Before implementing infrastructure and core QM practices, managers must understand the importance of cultural values in their organization to facilitate effective implementation of QM. Originality/value This paper contributes to the existing literature by providing empirical evidence leading to the relationship between OC and QM practices. This is the first study that empirically examined the Indian cultural context using CVF, thus contributing to the scarce body of literature particularly in the developing countries.

The purpose of this study was to explore the dimensions of total quality management (TQM) and Six Sigma methodology through an extensive literature review and to understand the similarities and differences between the two. The present study identified a set of 13 TQM and 11 Six Sigma practices. The authors also compared the two methodologies with respect to their mutual similarities and differences. Though a considerable number of studies are available on TQM and Six Sigma individually, only limited literature is available regarding their integration. This study systematically reviews and reports about a set of 36 and 31 scholarly articles for TQM and Six Sigma, respectively. Only a few authors (such as, Revere & Black, 2003; Yang, 2004; Zu, Fredendall & Douglas, 2008) have focused on the integration perspective of TQM and Six Sigma. The literature survey revealed that TQM and Six Sigma are two different concepts that share similarities, but also have significant disparities. Six Sigma emerges as significantly superior to TQM in some aspects. However, both TQM and Six Sigma should be integrated to produce a synergistic effect on quality performance, which, in turn, may increase business performance. The outcome of this study will help provide a better understanding of the identified TQM and Six Sigma philosophies that will help managers and future researchers understand effective implementation of quality management strategies in improving business performance.