The impact of quality management practices on knowledge management processes: a study of a social security corporation in Jordan

Shraah, Ata Al; Abu-Rumman, Ayman; Al-Madi, Faisal; Alhammad, Fawwaz; AlJboor, Ayah Ahmad

doi:10.1108/tqm-08-2020-0183

Cited by 36 publications

(24 citation statements)

References 70 publications

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“…Poor airline service quality causes passenger dissatisfaction, according to Hu and Hsiao (2016). Customers' perceptions have a significant impact on service sectors since they serve as quality inspectors (Al Shraah et al. , 2022).…”

Section: Literature Reviewmentioning

confidence: 99%

Passengers' service perceptions emerging from user-generated content during the pandemic: the case of leading low-cost carriers

Saydam

Olorunsola

Rezapouraghdam

2022

TQM

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PurposeAlthough a vast amount of research has been started to gauge customer satisfaction using surveys, the influence of COVID-19 on passengers' satisfaction has not received enough attention. Hence, the primary purpose of this research is to determine the dominant themes that emerged from airline travelers' online reviews and to determine attributes that are pertinent to the satisfaction of passengers flying with low-cost carriers (LCC) during the COVID-19 outbreak. In addition, this study investigates whether the salient themes of passengers' overall experiences vary by traveler origin, which may give more insight into airline sector market segmentation.Design/methodology/approachLeximancer software was used to construct concepts from words, followed by themes in the data analysis.FindingsThe analyses revealed eight themes in descriptions of “travel experiences” for airline passengers. These are “flights,” “staff,” “service,” “hygiene,” “cancellations,” “legroom,” “COVID-19” and “test”. Negative reviews associated with “cancellations,” “refund,” “waiting” and “baggage” (handling) concepts.Originality/valueThe findings provide important information about airline passengers' overall experiences. Limited studies have comprehensively considered various satisfaction categories of airline travelers using online reviews.

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Section: Literature Reviewmentioning

confidence: 99%

Passengers' service perceptions emerging from user-generated content during the pandemic: the case of leading low-cost carriers

Saydam

Olorunsola

Rezapouraghdam

2022

TQM

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“…Much has been written on the importance of managing knowledge processes, that is, about the processes that are used to identify, capture, share and use project-based knowledge, but considerably less has been written on the exact mechanisms for managing this process in MoOSTs [24,35,37]. A review of the literature has identified different elements of KMP, but they can all be distinguished under four key KMP elements, namely, knowledge creation (KC), knowledge transfer (KT), knowledge storage/retrieval (KSR) and knowledge application (KA) [38][39][40]. KC refers to accumulation of knowledge, in project-based organisations such as MoOSTs, knowledge identification (KI) and KC do not have clear boundaries separating them, and mostly have similar connotations [41].…”

Section: Knowledge Management Process (Kmp) In Moostsmentioning

confidence: 99%

Knowledge Management and Experience Transfer in Major Maintenance Activities: A Practitioner’s Perspective

Iheukwumere-Esotu

Yunusa‐Kaltungo

2021

Sustainability

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Major overhauls, outages, shutdowns and turnarounds (MoOSTs) are significant maintenance interventions needed on a periodic basis to optimise the performance of physical industrial assets (PIAs). However, uncertainties in the forms of emergent and discovery work which sometimes cause delays and cost overruns are quite common partly because, MoOSTs are characterised by inherent challenges such as, but not limited to, short execution spans, volatility in ever-evolving schedules, task complexities as well as huge offline production and/or operation costs etc. Furthermore, in the literature, other complex elements which further constrains decision-makers in MoOSTs from satisfactorily achieving predetermined objectives have been identified, one of which is the lack of a formalised approach for capturing tacit knowledge from experienced practitioners. Consequently, because MoOSTs is an applied discipline, significant human endeavours are required in the planning and management, which makes it pertinent to examine and obtain the perspectives of experienced MoOSTs practitioners. Therefore, the aims of this study are two folds; firstly, to examine the extent of alignment between findings from literature as it relates to the challenges encountered during MoOSTs, as well as probe their underlying causes in practice. Secondly, to show how relevant the findings from this study would be in providing a baseline for establishing a proposal for capturing MoOSTs knowledge and the transfer of experience. The research approach adopted; thematic synthesis of themes which emerged from knowledge management challenges in MoOSTs identified via an earlier systematic literature review (SLR); and then, the identified challenges were validated through conducting interviews with practitioners. Demography analysis as well as specific MoOSTs related questions were administered via questionnaires, which were then analysed using frequency analysis method. Additionally, semi-structured interviews were conducted to investigate the perceptions of practitioners on pertinent MoOSTs issues. Both questionnaires and interview questions were formulated by findings obtained from the SLR, so as to examine whether the knowledge management challenges identified in the literature exist in practice, and if they do to what extent. In total, the selected responses of 49 practitioners, with origin across five industries were examined to determine the extent of alignment between literature and the practice-based perspectives. Based on the results, nine challenges were identified as critical themes, six of which were associated with managing knowledge. The study identified not only known constraints from literature but also their underlying causes based on the perspective of practitioners involved in multiple MoOSTs, which is crucial for developing sustainable mitigation. A unique contribution of this research is the mapping of demographic information such as industry, country, job class, years of experience, MoOSTs organization size, frequency for performing MoOSTs, etc., to responses obtained from participants, which has not been shown in literature prior to now. The importance of such rigorous efforts in the research design, is crucial for enabling the adoption of holistic approaches to eliminating the underlying causes of challenges encountered in MoOSTs, based on first hand reporting of people involved. In addition, the relevance of such first-hand analyses of responses obtained from this study; serve as baseline for the introduction of the proposal to adequately manage knowledge management issues in this discipline.

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“…This is explained by the fact that this direction is connected both ideologically and instrumentally with quality management, ISO standards, for which relevant studies of both theoretical and practical nature have been conducted for quite some time. Examples of such studies can be [2][3][4], in which at tention is paid to those procedures and tools from quality management that are used in project management, taking into account the recommendations of the standards. At the same time, special attention is paid to business processes as the basis for managing the quality of the project pro duct (for example, [5][6][7]).…”

Section: Introductionmentioning

confidence: 99%

Development of a method for assessing the quality of project management processes based on the entropy approach

Obronova

2022

TAPR

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The object of this research is to assess the quality of project management processes. The conducted research is aimed at developing a method for assessing the quality of project management processes in accordance with modern requirements for management and its results. The study is based on the entropy concept of management, and entropy is considered as an integral indicator for assessing the quality of management processes, characterizing the «controllability» of the project and «confidence» in certain results of the project. It is proposed to use information entropy as an indicator of management quality, which is understood as the ability to assess and minimize, through preventive or adaptive measures, uncertainty or negative impact from outside and inside on the project, that is, to ensure the success of the project. The main factors influencing the level of entropy of the project are determined. It is substantiated that the role of management is to counteract entropy and create such conditions for the implementation of the project, under which its level tends to be acceptable. Only under this condition can the quality of management be defined as «high level» or «sufficiently high level». A scale for assessing the entropy level of a project is proposed, which is substantiated by experimental studies of the entropy level of various projects. The concept of «entropy index» of the project is introduced into consideration, as a relative indicator of the level of entropy of the project. The proposed approach is illustrated on the example of a specific project, which substantiated the adequacy of the results of applying the approach to the logic and experience of project implementation, and also demonstrated the practical applicability of the approach for assessing the level of project entropy and management quality. The results obtained make it possible to assess the quality of management processes at each stage of the project life cycle in order to identify problems early; and also form a theoretical basis for the further development of tools to ensure and improve the quality of project management processes.

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The impact of quality management practices on knowledge management processes: a study of a social security corporation in Jordan

Cited by 36 publications

References 70 publications

Passengers' service perceptions emerging from user-generated content during the pandemic: the case of leading low-cost carriers

Passengers' service perceptions emerging from user-generated content during the pandemic: the case of leading low-cost carriers

Knowledge Management and Experience Transfer in Major Maintenance Activities: A Practitioner’s Perspective

Development of a method for assessing the quality of project management processes based on the entropy approach

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