Purpose: This paper aims to explore the framework, practices, and implementation of total quality management (TQM) in the service industry. Methodology/Approach: The present study focuses on the existing literature on several TQM dimensions and developed a framework that would allow the service industry to efficiently apply TQM, resulting in enhanced organizational performance. Findings: The research findings suggest that the relevance and implementation of TQM practices have a strong linkage to organizational performance. Managers shall work for the accomplishments of TQM to achieve success in local and global competition. By implementing TQM practices effectively in the service industry, managers can see improvements in the organization’s function. Therefore, managers shall accept the TQM approach to improve overall service quality and organizational performance. Research Limitation/implication: The study is limited to secondary data collection and no primary research is carried out to verify the proposed framework. Originality/Value of paper: The present study contributes to the literature on TQM by developing a framework for the service industry. This adds to the existing knowledge on TQM in the service industry and builds a foundation to carry out future research. The proposed TQM framework will empower the organizations for superior performance by evaluating the factors, defining rooms for improvement, and designing ways to achieve business excellence.
Purpose: A qualitative research was carried out with an aim of understanding and addressing the challenges of integrating TQM in the healthcare industry. It examines the existing inadequacies in the service quality, and barriers in implementation of TQM practices, Methodology/Approach: A conceptual model is developed to explore the issues arising TQM implementation. There are three major components of TQM: such as barriers to implementation, Critical Success Factors and Benefits of TQM. Interviews with health workers and patients were conducted based on pre-structured questionnaires. Seven hypotheses were developed to investigate how TQM can be achieved irrespective of surmounting barriers. Findings: Findings suggest TQM can be implemented in the right environment with committed leadership and supportive infrastructure, which would drive SQ, improved customers, and employees’ satisfaction and loyalty, increase profitability and shareholder values. TQM can deliver high quality medical care for overall performance of the healthcare industry. Research Limitation/Implication: Interviews were conducted with semi-structured research questionnaires. There may be some inevitable biases present in questionnaires and evaluation of review. Originality/Value of paper: The study benefits from insights from medical personnel and patients’ perspective, in exploring the SQ attributes, i.e., quality circle, continuous improvement, employee empowerment and customer focused approach.
A research study was initiated to investigate the influence and impact of Emotional Intelligence (EI) on extended Service Profit Chain (SPC) model in a telecom service industry in Oman. The operations management literature frequently exhorts that in addition to quality compliance, customer satisfaction, retention some attention to be devoted to attributes like employees satisfaction and loyalty as well. Accordingly, the SPC integrates EI as a pivotal component and has been in wide use for studying mutual linkages between employees and customers. The present study empirically examines the suitability and usefulness of this model in telecommunications industry, by collecting feedback about various attributes associated with from entities in both upstream and downstream paths viz. Original Equipment Manufacturers (OEM), Service Providers (SP) and Customers. Using a battery of carefully-crafted, inter-linked hypotheses by thorough statistical analysis of the survey data was made to validate the assumptions and the soundness of three-tier architecture of SPC. The proposed research framework demonstrated that Service Quality (SQ) of upstream OEMs increases in proportion to the SQ and employee loyalty of SPs, which in turn generates satisfaction and loyalty among downstream customers. Interestingly, loyalty among downstream customers diffuses or propagates upward, translating into higher sales and performance for upstream OEMs. These findings suggest that EI is a benevolent, binding force and plays an invisible hand, in enhancing internal performance of an organization. By embracing extended SPC model, service industries are bound to gain competitive advantage and unleash firm profitability.
This paper emphasizes exploring the relationships between blockchain technology and operations, and supply chain management, and the impacts of blockchain on the performance of operations, logistics and supply chain management. The study revealed that blockchain has been widely applied in the logistics and supply chain of various industries resulting in better operations and performances. The study also found that usage of blockchain technology in daily business operations can provide operations and supply chain managers with several advantages starting from increased response times, safe and secured data, proper visibility across nodes, transparent transactions, and supply chain members' trust. This paper also contributes to value in the literature by summarizing recent blockchain advancements and analyzing their prospective applications in the supply chain and operations management field.
A research study was initiated to investigate the impact of emotional intelligence on employees' satisfaction and loyalty, and how it influences operational efficiency in telecom service industry in Oman. A questionnaire-based survey was conducted and the responses received were tested with various statistical techniques. These test results were found to be in broad agreement with the assumptions widely prevalent in management literature and service industries.The findings suggest that emotional intelligence contributes significantly in improving internal performance. Employees are valuable assets and improved internal performance is due to employees' commitment. Service industry could take care of employees, keep them satisfied to win their loyalty, which can be achieved through regular employees' engagement and involvement. Engaged employees value customers' expectations and build better relationship. Satisfied and loyal employees are in a position to deliver high service quality and improved productivity. The service provider shall continuously monitor service quality to maintain end users' satisfaction. It can be sustained through employees' continuous training and skills development that will improve operational efficiency of the company in terms of increased sales and profitability. Thus, the present study provides an empirical validation and confirmation of the propositions and hypotheses about how service providers should manage employees' emotional intelligence for giving them satisfaction, winning their loyalty, thereby, eventually enhancing service values, operational efficiency and profitability of the company.
Purpose The purpose of this paper is to appraise the influence and challenges of direct disinvestment or through foreign direct investment (FDI) in the Kingdom of Bhutan, particularly to identify the inflow of disinterment post pandemic and how it can be improved. Design/methodology/approach The authors investigated the influence of FDI on Bhutan’s economy by analyzing secondary published data by Asian Development Bank and government agencies of Bhutan. To find out the role FDI has played in the growth of the Bhutanese Economy. Findings The FDI is not playing a major role in the nation’s economy so far. However, its potential cannot be ignored as there is a need for foreign currency and expertise in the country. Furthermore, government policies are directly influencing the inflow of foreign exchange that affects the Bhutan’s economy. FDI has not increased considerably because of self-imposed restrictions blocking government policies. Research limitations/implications This research is based on the data collected from secondary sources, which could be considered as the main limitation of this study. The Himalayan kingdom is not much open to the outside world in terms of the publication and availability of the data. Researchers put their best effort in retrieving secondary data from authentic sources. Practical implications This research has direct implications from an institutional perspective on the government policies and procedures. This study throws light on the elements that might help in improving Bhutan’s economy, employment and productivity for an overall development of economy. Social implications Bhutan and similar countries need to understand the pros and cons of having FDIs. This study might help the government and the civil society to understand the trends FDI has triggered in the nation over last 30 years, and will help them to make appropriate policies and regulations dealing with foreign investments. Originality/value This paper underwrites the influence of disinvestment on Bhutan’s economy, which can revolutionize business, entrepreneurship and institutions. This research was conducted by analyzing secondary data released by authorized agencies, which indicated the lower inflow of foreign exchange and how to improve further.
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