A survey instrument for standardizing TQM modeling research

Abstract

of practical valueThis research has practical value in two primary areas. First, its purpose is to provide a common basis for data collection for those in the research community investigating prescriptive models of TQM, how it works, and what makes it work. By accomplishing this goal, the discrepancies in research results that are dependent on their differing survey instruments is minimized.As a proven and tested "definition" of TQM, this instrument also becomes valuable to those in industry. They can use it to audit how much of TQM they have succeeded in incorporating into their organizations. They can even use the audit results to steer resources into the right places to gain the most improvement.

Development of a measure to assess quality management in certified firms

“…We have based ourselves on the customer satisfaction construct used by Grandzol and Gershon (1998) and on the performance construct of the TQM program used by Powell (1995); however, in both factors we have included in the final questionnaire one item less than in these studies, such item being dropped in the pilot test. The two measurements are averaged, thus obtaining the measurement of the performance of quality management.…”

“…Our measures are based on the EFQM model and on a review of the literature. We selected the measures considering the enablers defined by the EFQM model and on a review of the literature, defining the items from those fixed in that model and on the empirical work by Saraph, Benson and Schroeder (1989), Badri, Davis and Davis (1995), Porter (1995, 1996), Powell (1995), Ahire, Golhar and Waller (1996), Grandzol and Gershon (1998) and Quazi et al (1998). 37 items were used in our final questionnaire, grouped within eight factors and measured within a 7-point scale (Table III; Appendix I).…”

“…Firstly, we may quote the studies developing an instrument for measuring quality management, assessing its validity and reliability, applicable only to service firms, defined as SERVQUAL Berry, 1985, 1988) or to industrial firms (Flynn, Schroeder and Sakakibara, 1994;Ahire, Golhar and Waller, 1996); and secondly, the studies which develop a valid, reliable quality measurement instrument, applicable to industrial and services firms (Saraph, Benson and Schroeder, 1989;Badri, Davis and Davis, 1995;Porter, 1995, 1996;Grandzol and Gershon, 1998;Quazi et al, 1998), shown in Table I. " Table I" This examination allows us to say, on the one hand, that the critical factors of TQM differ from one author to another and, therefore, there is no unanimous view of the key factors of TQM, and on the other hand, that in practice firms may follow known, accepted, standard models as a guide to carry out quality management. In spite of this, this review shows that there are common issues appearing in the three approaches analyzed, such as leadership, quality planning, human resource management (training, teamwork, ...), customer focus, process management, suppliers management and continuous improvement (information, analysis, ...).…”

“…Thus, various studies have been carried out for the identification of those critical factors ensuring its success, as a way to develop a theory of quality management from three different areas: contributions from quality leaders (Crosby, 1979;Deming, 1982;Ishikawa, 1985;Juran, 1988;Feigenbaum, 1991), formal evaluation models (European Quality Award, Malcolm Baldrige National Quality Award, The Deming Award) and empirical research (Saraph, Benson and Schroeder, 1989;Flynn, Schroeder and Sakakibaru, 1994;Badri, Davis and Davis, 1995;Ahire, Golhar and Waller, 1996;Black and Porter, 1996;Grandzol and Gershon, 1998;Quazi et al, 1998).…”

Dependence relationship between the critical quality factors and social impact

“…186 companies responded to the questionnaire representing a 32.86% response rate and 6.01% margin of error (Table 2). In developing the measurement scales used to assess each of the proposed constructs, some of the most relevant scales in the literature have been used as a reference and adapted to the specific characteristics of the tourist accommodation sector (Grandzol & Gershon, 1998, EFQM, 1999 among others).…”