Quality Management Journal

Journal Information
ISSN / EISSN : 1068-6967 / 2575-6222
Published by: Informa UK Limited (10.1080)
Total articles ≅ 1,262
Current Coverage

Latest articles in this journal

, Narpat Ram Sangwa, , Rajesh Kr Singh
Quality Management Journal pp 1-19; https://doi.org/10.1080/10686967.2022.2083036

In the last three decades, lean and quality management practices have been employed by the manufacturing organizations but limited studies have analyzed impact of lean and quality practices on green supply chain performance. This study aims to understand the impact of lean and quality management practices on green supply chain (GSC) performance through an empirical investigation. The study also benchmarks the adoption of lean and quality practices and GSC performance for ceramic enterprises. The study adopts multivariate data analysis methods. Four hypotheses have been developed based on the critical analysis of literature. Data was collected from 233 ceramic enterprises, and hypotheses are tested through structural equation modeling and cluster analysis. The results indicate a higher level of implementation of quality practices than lean practices in ceramic enterprises. The statistical results show that the adoption of lean and quality management practices led to the enhancement in operational and environmental performances but a decrease in economic performance. Results also show that the adoption level of these practices is high in large size enterprises, and the GSC performance level is highest for large enterprises, medium for medium enterprises, and lowest for small enterprises. The sector and region-specific focus of the study limits its results from generalization.
Al- Emran, Shahidul Islam,
Quality Management Journal pp 1-20; https://doi.org/10.1080/10686967.2022.2083038

In the context of an emerging economy, this research investigates consumers’ experiences with electronic health service systems and their impact on satisfaction and future usage intention. It draws from a user engagement and a value co-creation perspective to examine complex transferring mechanisms and boundary conditions. Survey data from users of online health service systems were collected from an emerging market and subjected to regression analysis to test the hypotheses. Consumers’ experience-based attributions of the electronic system – system and information quality as well as content reliability – have a positive impact on intention to use, which are mediated by satisfaction. Interaction of the consumer with the system moderates the effects of both information system quality and information quality on satisfaction. The indirect effects of information and system quality on intention to use via satisfaction differ based on the consumer interaction. Also, effects of information quality and content reliability on intention to use are moderated by consumers’ perceptions of behavioral control. The study provides further evidence in the link between quality and satisfaction in the use of electronic health services systems in the context of an emerging market. The study focuses on explicating complex associations and focus on mediation and moderation effects only. This deepens our understanding of transferring mechanisms and boundary conditions, and provides more insights into the theory than just investigating the direct effects.
Quality Management Journal pp 1-23; https://doi.org/10.1080/10686967.2022.2083037

Patient satisfaction with their experience during an emergency department (ED) visit is affected both by the quality of the clinical care received and the process of care delivered. This study adapts the generic quality framework developed by Golder, Mitra, and Moorman ( 2012 Golder, P. N. , D. Mitra, and C. Moorman. 2012. What is quality? An integrative framework of processes and states. Journal of Marketing 76 (4):1–23. doi: https://doi.org/10.1509/jm.09.0416. [Crossref], [Web of Science ®] , [Google Scholar] ) (GMM) with a Patient Experience Framework (PEF) tailored to the specific nature of ED care delivery, to systematically review research about ED patient experience. Following Preferred Reporting Items for Systematic Reviews and Meta-Analyses guidelines, this review examines a range of medical publications that reported process interventions to improve patient satisfaction, and retained sixty-five studies. This extant research was then analyzed using the GMM framework as a theoretical lens: while every study considered the emergency care delivery process, only two studies investigated the patient experience process, four studies examined how patients evaluate the care received, and only one study considered all three processes. The review identifies areas for future research on patient satisfaction with their ED experience, which needs to expand its reach beyond processes of care delivery. Quality managers should focus on how patients experience the services performed and how that experience, along with prior expectations, affects a priori expectations and subsequent evaluation of the care received.
, Andrew Kumiega
Quality Management Journal pp 1-10; https://doi.org/10.1080/10686967.2022.2083035

There is a lack of a holistic framework that ensures Industry 4.0 systems include Internet of Things (IoT) devices and computer systems designed to be fail-safe during cyberattacks. The silo view of treating industrial risk, Information Technology (IT) risk, and software quality as separate fields are leading to exploitable and hackable systems as documented by recent events. A stable system requires the collaboration and integration of engineering experts in quality, software design, reliability along with quality managers and auditors to focus on the intersection of technology and safety/reliability. The field of Cybernetics was originally created as an interdisciplinary field to understand and control complex systems. A multi-faceted and cross-disciplinary approach will be required to design fail-safe systems that can withstand cyberattacks in Industry 4.0. Integrating roles and responsibilities cannot succeed without a similarly aligned cross-functional approach, including a RAIC framework.
, Sarah Childs
Quality Management Journal pp 1-22; https://doi.org/10.1080/10686967.2022.2034492

Hospital operating performance relies on the proper utilization of resources and procedures. Unfortunately, the waste of over processing through unnecessary healthcare can reduce patient flow and increase costs to patients and hospitals. This article examines two commonly used mechanisms for addressing over processing in healthcare: accountability (individual and cross-functional) through utilization reviews (critical evaluations of service decisions regarding the appropriate service at the right cost), and their interactions with healthcare information technology (HIT) infrastructure. Hierarchical regression analyses reveal insights into service flow (patient length of stay) and efficiency (operating cost per bed) using independent primary and secondary data from 250 U.S. hospitals. The analyses show contrasting results and tradeoffs. For utilization reviews, accountability focused on individuals is associated with lower cost per bed but longer length of stay, while results for cross-functional accountability are not significant. The interaction between individual accountability through utilization reviews and HIT infrastructure relates to incremental reductions in patient length of stay, suggesting a complementary relationship for managing hospital operating performance and over processing.
Quality Management Journal pp 1-13; https://doi.org/10.1080/10686967.2022.2035288

Although student evaluation of teaching is an important part of teaching quality assurance at higher education institutions, no absolute standards exist for assessing each course’s teaching evaluation rating after teaching evaluation. In this paper, we develop a novel method of using average and standard deviation charts ( X¯S charts), which are based on the theory of statistical process control, to properly assess every course’s teaching evaluation rating. Through an application of teaching performance assessment at a management school, this research demonstrates a useful contribution to enhancing the practice of teaching and teaching performance assessment: Using X¯S charts’ three-sigma limits (which are established based on a school’s historical teaching evaluation data) as robust performance assessment standards, this method can provide a reliable assessment result on every course’s teaching evaluation rating; such assessment is useful for helping teachers and administrators reliably identify the low-performance courses in each semester for making timely improvements.
Published: 22 February 2022
Quality Management Journal pp 1-20; https://doi.org/10.1080/10686967.2022.2034493

MSMEs are considered to be the backbone of India's current and future economic progress. These institutions are geared to support and encourage the development of new-generation entrepreneurs in India who have the potential to create global competitive businesses. However, achieving the right resource balance is critical for these firms. As a result, a set of 14 relevant factors from the resource-based view (RBV) model were discovered and ranked using modified total interpretive structural modeling in order to reflect their impact on MSMEs' export performance. Together with the MICMAC methodology, this method establishes a hierarchical relationship between the factors. Our findings, which back up earlier studies, confirm the impact of these 14 essential components on RBV modeling adoption on MSMEs' export success. The components covered in the analysis have emerged as linkage elements, establishing a strong basis for MSMEs to internationalize competitively and become resilient in their approach by developing a deep strategic connection among themselves. Strategic direction, upper echelon orientation, financial capacity, and the external environment all have a significant impact on MSMEs' export performance. Finally, the implications for research and practise are examined in order to assist decision-makers in developing a long-term competitive edge for Indian firms.
Published: 11 February 2022
Quality Management Journal pp 1-21; https://doi.org/10.1080/10686967.2022.2034491

The purpose of this study is to explore the effect of a new construct, namely COVID-19 safety, on customer satisfaction and behavioral intentions in the context of fast-food restaurants (FFRs), while accounting for the effect of service quality, perceived value, and food quality. Using an online questionnaire, data was collected from 219 FFR customers. A series of confirmatory factor analyses were conducted to demonstrate the construct validity of this study variables. This study proposed and examined three conceptual models. To test the hypotheses of the three models, structural equation modeling (SEM) technique was employed using Analysis of Moment Structures (AMOS) software. This study shows that compliance with COVID-19 safety measures is a key determinant of customer satisfaction and behavioral intentions in the fast-food industry during the COVID-19 pandemic. More importantly, the results reveal that when simultaneously including service quality, perceived value, COVID-19 safety, and food quality as predictors of customer satisfaction and behavioral intentions, only COVID-19 safety and food quality are significant predictors. Managers, owners, and employees of FFRs need to comply with COVID-19 safety measures and improve food quality in order to enhance customer satisfaction and behavioral intentions toward their restaurants. This seminal study examines the determinants of fast-food customer satisfaction and behavioral intentions during the COVID-19 pandemic. The study proposes and validates a new construct for COVID-19 safety in the FFRs.
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