The relationship between total quality management practices and organisational performance in service organisations M. HasanR.M. Kerr Article information:To cite this document: M. HasanR.M. Kerr, (2003),"The relationship between total quality management practices and organisational performance in service organisations", The TQM Magazine, Vol. 15 Iss 4 pp. 286 -291 Permanent link to this document: http://dx.If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.

Sustainable supply chain management has emerged as a key approach for enterprises aiming to become environmentally sustainable. The study will investigate the kinds of environmental management practices that are undertaken by companies in greening the supply chain and how these practices affect the environmental and operational performance of the companies. The study provides additional insight into the growing field of literature examining the relationships between environmental policies and operational performance.

This thesis reports on an empirical investigation into manufacturing strategy (MS) formation in practice. The broad objective is to advance the understanding of MS processes through constructing consistent patterns in decision-making and action-taking relating to the manufacturing structure and infrastructure of the organisations studied. Using the "Grounded Theory-Case Study" approach, nine organisations within the metal products, machinery and equipment manufacturing sectors in Australia were studied, in order to address the following research questions: ORIGINALITY STATEMENT 'I hereby declare that this submission is my own work and to the best of my knowledge it contains no materials previously published or written by another person, or substantial proportions of material which have been accepted for the award of any other degree or diploma at UNSW or any other educational institution, except where due acknowledgement is made in the thesis. Any contribution made to the research by others, with whom I have worked at UNSW or elsewhere, is explicitly acknowledged in the thesis. I also declare that the intellectual content of this thesis is the product of my own work, except to the extent that assistance from others in the project's design and conception or in style, presentation and linguistic expression is acknowledged.'

ISO14000 is an international environmental standard that acts as a guideline for companies to improve its performance in environmental aspects. Researches related to ISO14000 shows that the implementation has not only improved companies' environmental performance, but this has also enhanced companies' corporate performance. In this research, a project is carried out to determine the benefits and costs of ISO14000, which necessitates the inspections of companies' performance in corporate and environmental aspects. A questionnaire survey was carried out to achieve this and s the results from the survey shows that ISO14000 had an excellent performance in environmental aspects such as reducing waste and usage of materials and energy. In the business aspects, however, the performances were average due to high time expense for this system maintenance and cost of certification and surveillance.

Purpose -The purpose of this paper is to investigate the reasons for implementing enterprise resource planning (ERP) systems in Australia and the issues encountered during the course of implementation. Design/methodology/approach -A questionnaire survey is conducted, research frame is selected from the Australian manufacturing sector and a final list of 350 Australian manufacturing companies was prepared from which 79 responses were received, representing a response rate of 23 per cent. Findings -The paper finds that the planned and actual use of ERP systems is pervasive in the Australian manufacturing sector, with both small and large companies implementing or planning to implement an ERP system. It was also revealed that ERP system implementation benefits are concentrated more in quickly providing high-quality information within firm. Research limitations/implications -Respondents are limited to Australian companies, and results may be regional in nature. Further study is suggested to benchmark the result of this research to other countries. Originality/value -Provide insights on ERP implementation at least to the Australian companies and hopefully to companies in other countries.