Action-Based Quality Management: Strategy and Tools for Continuous Improvement

  • 4h 7m
  • José Álvarez-García, Marta Peris-Ortiz
  • Springer
  • 2014
  • Presents the latest research on TQM applications across different sectors such as customer service, human resources management and cost control
  • Demonstrates how successful implementation of TQM can impact performance, productivity and innovation
  • Includes contributions focused around case studies from industrial and tourism sectors

Featuring case studies from the industrial and tourism sectors, this book provides an interdisciplinary perspective on the effect of total quality management on business and innovation strategies. The principles of Total Quality Management (TQM) have been widely researched and analyzed as an essential tool for businesses to compete in a globalized economy. This book presents the latest research on the applications of TQM across different functions such as customer service, human resources management, and cost control. It demonstrates how the utilization of TQM tools, such as the SERVQUAL model, Eco-Management and Audit Scheme (EMAS), High Involvement Practices (HIWP), and the EFQM excellence model, impacts a firm’s performance, enhances productivity and innovation, and reduces cost, thereby allowing them to compete more effectively in the global market. Building on the extensive literature on the relationship between TQM and business performance, the authors argue that quality acts as a powerful competitive tool that companies should embrace in their corporate strategy. By promoting activities that result in greater efficiency, improved control and management of the organization (internal quality), firms can achieve significant improvement in customer satisfaction, employee satisfaction, social impact and business results (external quality) and exceed expectations in these areas.

In this Book

  • Quality Management and Performance in the Hotel Industry: A Literature Review
  • Two Views for Understanding How TQM Fosters Learning and Value Innovation: Absorptive Capabilities and Action-Based Management
  • An Application of SERVQUAL Model in Termas of Chaves
  • Management by Processes: An Effective Tool for Employee Motivation
  • Eco-Management and Audit Scheme: Effects on the Profitability of Their Adherence
  • An Integrated View of the Use of Quality Cost Information, the Improvement of the Quality Management System and Effects on Performance: A Study in Portuguese Companies
  • Processes Approach, Quality Management and Key Business Results
  • Quality Management Systems ISO 9901 and the Use of High Involvement Work Practices
  • Implementing Multiple Management Systems: Is It Sustainable?
  • The Impact of TQM Critical Success Factors on Business Performance. The Mediating Role of Implementation Factors in Linking Enabler and Instrumental Factors
  • Student Perception of Quality in Higher Education Institutions
  • Optimisation Methodology Based on Genetic Algorithms to Increase the Quality and Performance in Autotrading Robots
  • Implementation Methodology of Effective Governance to Ensure the Quality of IT Service