There is currently worldwide interesti n the implementationa nd effectivenesso f the quality management movement in financial service organisations. Especially the effect Total Quality Managemen(tT QM) hasu pon transforminga n industryw hich is in a stateo f considerables tructuralc hangea, nd in which the competitioni s intense. The first stageo f the researchin volves the assessmenot f the statuso f TQM in bankingo rganisationsin the UK and Brazilian financial servicess ector.A questionnaire was used to investigate the perception of branch managers concerning the implementation and majors issues of TQM within the financial services industry in the UK and Brazil. Structured interviews with senior managers in charge of planning and developing the quality initiatives in the organisations surveyed were performed to investigatet he strategiesa ndm odelso f the TQM implementation. The collection of datai n this studyw asc onductedin two parts: (1) In 1995 the fieldwork in the UK was carried out this involved a survey questionnaire with branch managerso f fifteen 11ighS treetf inancial serviceo rganisationsa nd a set of interviewsw ithin two of the organisations urveyed. (2) In 1996 the Brazilian fieldwork was carried out. This involved the survey questionnairew ith branch managerso f ten High Street financial serviceo rganisations and a set of interviewsw ithin seveno f thoseo rganisationss urveyed. The analysis of the data obtained enable the identification of the current approachesto the implementationo f TQM; the effects of TQM in the financial services sector in the UK and Brazil; and the current strategiesa pplied and conceptualm ethods used for implementing TQM in those organisations. The second stage of the research presents the development of a TQM implementation framework employing the Quality Function Deployment (QFD) methodology. This has been designed to assist in the selection and formulation of the most comprehensiveT QM implementationa pproachf or a banking organisationsin both countries. The framework was designed as a proposal document to be used by quality practitioners,t op managerso f organisationsa nd quality managemenrte searcherws ho are implementing TQM.

This research considers a Customer Satisfaction Index approach and its relative benefits to the UK community. It is focussed on the service industries in both the public and private sectors. It looks at, and develops the measuring and modelling processes involved and employs a Structural Equation Modelling (SEM) methodology. The research critiques two of the leading methodologies currently available (Maximum Likelihood and Fixed Point Estimation) before selecting one from which to model the whole process. Throughout the research, three different structural models are considered. These vary in how the different latent variables are connected together, but are based around a core of specific latent variables, which together make up a customer's total buying experience. Two of the models considered were by other authors, while the third (Sheffield Model) was a direct development of this research. The data has been collected by the means of a questionnaire. Over the life of the research a generic questionnaire has been developed to produce a tool that is focused on the specific issues that the model requires for it to operate. The final part of the research contemplates how a company can use the results of the index to pin point where improvements in their customer service provision would have the largest impact on their overall customer satisfaction index score. The research considers the different aspects of customer satisfaction and their place within a Total Quality Management approach. However, the index is a completely self-contained product, which allows any company to measure how well it is satisfying its customers. The index calculates an index score between one and one hundred. The ultimate aim of the index is for a company's score to be compared over time, against other companies within the same industry, against other companies from other industries, against the national average and even against company's throughout Europe and the World, as National Indices operate overseas. In fact, it is envisaged that the index will act as a way for individual companies to benchmark themselves against the best customer service companies in the world. It is hoped that over time the customer satisfaction index can become a key indicator as to the state of the UK economy. After all, satisfied customers are very often loyal customers, they tend to buy more, more often, and satisfied customers are often willing to pay premium prices for a company's products (Kristensen & Martensen, 1996).

This thesis concerns ideas and practices about quality assurance systems, quality enhancement and performance indicators in higher education. The quality of higher education is important in a country's economic and social development and its enhancement is a major objective of any higher education system. There has been an increasing demand for institutions of higher education to be accountable and make their activities more transparent to their consumers and to society as a whole. Therefore, institutions have become more explicit about their aims and the methods used to achieve such aims. Also, the monitoring of inputs, processes and outcomes of a University has now become widely accepted. The context for the study of quality management in higher education is the 'Eduardo Mondlane' University (UEM) in Mozambique. This thesis aims to analyse the quality assurance procedures currently in existence at 'Eduardo Mondlane' University (UEM), to examine recent and ongoing efforts to build capacity, to consider a range of options for increased efficiency and effectiveness, and to make recommendations for quality management at UEM. Examples of British Universities already engaged in quality assurance initiatives are analysed and their relevance to UEM is discussed. This thesis comprises nine chapters. The first chapter contextualizes the thesis by considering the historical background to Mozambique. Chapters two and three discuss styles and strategies of managing quality, and ways of monitoring the performance of educational institutions. Chapter four examines arrangements in selected U.K. Universities for quality assurance. Chapters five to eight outline the methodology used to collect the research evidence and discuss the main results from the survey research conducted at UEM. Four main aspects of quality assurance at UEM form the focus of the research: the quality assurance of admission procedures, the quality assurance of teaching and learning, the quality assurance of student development and support, and a framework for quality enhancement. The concluding chapter presents a summary of the main findings as well as recommendations for quality enhancement at UEM. A list of performance indicators is provided along with suggestions for further research on quality assurance at UEM.

As today's global competition grows in manufacturing industries companies are forced to work smart in all areas of operations, starting with suppliers and ending with customers. This competition in general requires firms to improve market responsiveness, product quality, use computerised information systems for production planning and control, have more rapid changeovers, reductions in setup times, work-in-progress reduction and hence throughput time reduction. In order to accomplish these formidable tasks, there are a number of management philosophies available for manufacturing companies. These include just-in-time, flexible manufacturing systems, computer integrated manufacturing, total quality management, concurrent engineering. Implementation of these philosophies, however, requires mass mobilisation encompassing many areas of operations such as production, sales and marketing, suppliers, finance, customer servicing, product design and method engineering, maintenance, personnel and training, etc. This thesis details a study which evaluates the total quality management philosophy in cellular manufacturing environment. Following this evaluation, a quality management information scheme, which is structured and integrated, has been produced using the Manufacturing Systems Analysis and Design Method. In order to manage smoothly this mobilisation and incorporate the scheme to other integrated functional areas, a new approach namely the Activity Based Implementation (ABI) has also been produced. Justification of the model from various points of view has shown that the model is expected to address a considerable gap in the area concerned. The model was designed to be used as an integrated part of a system or as a stand-alone scheme by quality practitioners, the management board of organisations implementing TQM and quality management researchers.

No description available.

Abstract The aim of this technologically oriented study was to develop an evaluation method for post-completion audits of investment projects in paper production lines. The development work was based on the constructive research approach. The objectives of the method were practical applicability, a comprehensive framework, and measures of project performance. The evaluation method developed here is based on an adapted Malcolm Baldrige self-assessment framework, which has been embedded with three evaluation perspectives: project Targets (T), Risk management (R), and company Strategy (S). The compositions of these perspectives i.e. TRS perspectives, serve as the fundamental basis for a value added project. The evaluation criteria have been designed to fulfil the requirements of the paper industry and demanding projects. Scoring guidelines are used as a basis for evaluation results. Furthermore, supportive evaluation tools were developed to improve the accuracy and comparability of evaluation results. Evaluation is conducted by a group which consists of qualified tutors, project experts and facilitators. The latter are used especially to increase objectivity. The method was tested with two cases studies which were applied in a greenfield paper machine project. The first case study focused on technology choices. The second case study was a full-scale study of the whole project scope. The evaluation results were relatively accurate, and feedback results were particularly positive. Usage of the TRS perspectives can produce information which benefits decision-making. The method is capable of measuring both technical facts and subjective opinions. Moreover, the method is applicable in practice and can improve the investment process in general.

In the last decade, local authority leisure managers of the United Kingdom have operated in a constantly changing environment brought about by legislation, an ongoing increase in competition and increasing consumerism. Public sector leisure professionals have had to develop management strategies that not only allowed them to conform to legislative changes, but were flexible enough to respond to rapid increases in competition and customer expectations. One of the responses to this changing context has been the introduction of quality programmes into the management of public leisure facilities. This thesis establishes and investigates the rationale for the use of quality management as a management strategy within the public leisure sector. The research has three key objectives. (1) To establish what senior local authority leisure professionals consider to be the influences on the use of quality and quality programmes in local authority leisure facilities. (2) To establish how senior local authority leisure professionals conceptualise quality and quality management. (3) To establish what role these professionals played in the adoption of quality programmes within their local authority leisure facilities.

Yes / A comprehensive literature review reveals a lack of empirical studies investigating the influence of individual readiness of change (IRFC) as a multidimensional construct on effective quality improvement programmes (often referred as TQM) implementation. Much of the normative literature is conceptual in nature. Moreover, there is very limited research investigating the mediating role of employee affective commitment to change (IACC) between IRFCs and TQM. Therefore, this study proposes to fill this gap by providing empirical evidence leading to advancement in the understanding of direct and indirect influences of IRFC components on TQM implementation. To achieve this, a questionnaire-based survey was developed and self-administered to 226 middle managers in Algerian manufacturing organisations (AMOs) with a good rate of return of 52%. The analysis of the collected data revealed that two of the IRFC components, namely personally beneficial and change self-efficacy are the most supportive IRFC dimensions for TQM implementation. Furthermore, the results of this study show support for the mediating role of IACC in the relationship between IRFCs and TQM implementation. Therefore, this paper makes a novel contribution by providing a refined and deeper comprehension of the relationships between IRFCs and TQM implementation.

Globally, there are great efforts made by organisations to improve effectiveness and systems to remain competitive in ever-changing business markets. Total quality management (TOM) has become a philosophy that most companies adopt once they reach a state where it would like to have a system where all efforts are made to satisfy customers or add value to customer experiences. An investigation was done at a South African chemical company to ascertain if important philosophies (continuous improvement, customer focus and winning with people) of TOM, which are found to be related to some of the company values, are taken seriously at all levels of the company. The company received a number of complaints from customers about the quality of service and goods supplied and it is of utmost importance to investigate if the concept of TOM is practiced effectively by this company since the implementation of the TOM programme. The study conducted has shown that the company understands the concept of quality and the impact of quality on customer satisfaction. TOM is useful when it is implemented at all levels in a company and was indeed found to be implemented on all company levels in this company. Management support, employee improvement, employee empowerment, process improvement, training and development, cleanliness and organisation, teamwork as well as customer focus are the TOM practices that were found to be highly rated within the company. Responses showed that management communication should be improved to ensure that everyone in the organisation is fully informed about all developments. From the results, it was concluded that the foundation of effective TOM is being practiced by the company except in a few minor cases and, therefore, more focus should be placed on those cases. / Thesis (M.B.A.)--North-West University, Vaal Triangle Campus, 2010

Globally, there are great efforts made by organisations to improve effectiveness and systems to remain competitive in ever-changing business markets. Total quality management (TOM) has become a philosophy that most companies adopt once they reach a state where it would like to have a system where all efforts are made to satisfy customers or add value to customer experiences. An investigation was done at a South African chemical company to ascertain if important philosophies (continuous improvement, customer focus and winning with people) of TOM, which are found to be related to some of the company values, are taken seriously at all levels of the company. The company received a number of complaints from customers about the quality of service and goods supplied and it is of utmost importance to investigate if the concept of TOM is practiced effectively by this company since the implementation of the TOM programme. The study conducted has shown that the company understands the concept of quality and the impact of quality on customer satisfaction. TOM is useful when it is implemented at all levels in a company and was indeed found to be implemented on all company levels in this company. Management support, employee improvement, employee empowerment, process improvement, training and development, cleanliness and organisation, teamwork as well as customer focus are the TOM practices that were found to be highly rated within the company. Responses showed that management communication should be improved to ensure that everyone in the organisation is fully informed about all developments. From the results, it was concluded that the foundation of effective TOM is being practiced by the company except in a few minor cases and, therefore, more focus should be placed on those cases. / Thesis (M.B.A.)--North-West University, Vaal Triangle Campus, 2010