A linear structural equation modelling of TQM principles and its influence on quality performance

Obstacles to TQM success in health care systems

“…Mosadeghrad (2011) in an attempt to define TQM found 73 different definitions of TQM in the literature. TQM has been variously defined as an "Approach" (Flynn et al, 1994), a "Culture" (Kanji and Yui, 1997), a "Philosophy" (Joyce et al, 2006), a "System" (Hellsten and Klefsjö, 2000), a "Strategy" (Harvey and Brown, 2001), a "Programme" (Joss and Kogan, 1995), a "Process" (Almaraz, 1994), a "Technology" (Camison, 1996), and a "Technique" (Wong et al, 2010). Consequently, TQM is used interchangeably with other terms such as continuous quality improvement, quality assurance and total quality control.…”

Towards a theory of quality management: an integration of strategic management, quality management and project management

“…TQM is a diffuse concept and an abstract term, with many vague descriptions, and no generally accepted definition or agreed content. TQM has been variously defined as an 'Approach' (Flynn et al, 1994), a 'Culture' (Kanji and Yui, 1997), a 'Philosophy' (Joyce et al, 2006), a 'System' (Hellsten and Klefsjö, 2000), a 'Strategy' (Harvey and Brown, 2001), a 'Programme' (James, 1996), a 'Process' (Almaraz, 1994), a 'Technology' (Camison, 1996), and a 'Technique' (Wong et al, 2010). Consequently, TQM is used interchangeably with other terms such as continuous quality improvement, quality assurance and total quality control.…”

Soft TQM practices, customer orientation and business performance: a proposed structural model

“…Customer orientation is viewed by many organisations to be the centre of focus in their strategic planning (Nwankwo, 1995;Wong et al, 2010). Similarly, Philips Quality (1995) describes customer orientation as the extent to which a company satisfied customers' expectations in a continuous basis, by improving their products and services quality as an ongoing practice to meet customers' ever-changing demand and expectations (Ooi, 2009).…”

“…As such, Reichwald and Dietel (1991) have suggested to instil customer orientation practice in production line, focusing on needs from customers as primary concern. By having these customer-oriented insights, it will foster company's dedication in meeting customer expectations and thus lead to a greater level of customer satisfaction (Wong et al, 2010). In fact, the adequacy of customer orientation practices can be assessed through customer feedbacks, which included customer complaint and customer survey.…”

“…It describes ways in managing business processes to ensure complete customer satisfaction at every stage Wong et al, 2010). Companies need to be more responsive to the changes and keep improving in order to offer better products or services.…”