Although academic interest in TQM increased substantially in the last decade, still the gap in the literature is hardly surprising given that research and theory in TQM implementation are still at a very early stage in the West. To-date, there are only a handful of empirical researches reported in the literature that have attempted to identify what constitute as constructs of TQM that can be manipulated to effectively implement TQM. All but very few are studies done in developed economies. Moreover, knowledge of TQM in developing economies is almost totally lacking. Against this backdrop, this researcha ddressesth e identified gaps in the literature on TQM. Thus this thesis focuses on the effective implementation of total quality management in Palestine, a developing economy, through an empirical investigation of critical quality factors. The research methodology involves combining quantitative and qualitative methodologies to identify the key quality factors cited in the literature and considered by consultants and experts as essential to successful TQM implementation. The research design also included: Lan empirical investigation to assessth e level of TQM awarenessa nd understandingi n the Palestinian context, 2. determining which key quality factors are critical to successful implementation using a survey questionnaire, 3. determining what tactics and techniques are used in addressing and implementing these critical quality factors by Palestinian organisations, using semi-structured interviews, 4. determining the prerequisites of effective TQM implementation in the pre-launch stage using in depth interviews. By complementing and integrating the findings, an implementation framework was constructed with the support of the knowledge acquired from the literature review. A simple and practical step by step with implementation guidelines framework aiming at assisting Palestinian organisations in planning on effective implementation of TQM was constructed. The research findings indicate that top management commitment and involvement, employee commitment and involvement, managing by customer-driven system and processes and continuous performance improvement, are essential to effective implementation of TQM. This implies that Palestinian organisations recognise and implement the same critical quality factors found in Western countries. The proposed framework is built around four major constructs that relate to top management commitment, employee commitment, customer-driven system and processes, and continuous improvement. It emphasises an implementation approach of top-down deployment and bottom-up participation focussing on businessp rocessesth at add value to customers atisfaction. In conclusion, this empirical research revealed that TQM could be implemented in the developing economies (such as Palestine) as Palestinian organisations subscribe to the same quality factors as those found in the developed economies.

Lack of strategies to sustain continuous improvement initiatives to serve the needs of consumers whilst restructuring to conform to regulations has resulted in the collapse of some financial service companies in Ghana. The purpose of this multiple case study was to explore strategies some leaders of financial service companies use to engage employees to sustain continuous improvement initiatives to improve organizational performance. The targeted population comprised 6 senior leaders of financial service companies in Ghana who have engaged employees to sustain organizational continuous improvement initiatives. The conceptual framework for this study was Goldratt's theory of constraint complemented by the transformational leadership theory. Data were collected using semistructured face-to-face interviews, analysis of company reports, and field notes. Based on methodological triangulation and thematic analysis, 3 themes emerged from the study: operational excellence, employee engagement and incentives, and leadership strategies. The implications of these findings for positive social change include the potential to reduce poverty and improve quality of life in Ghana. Business leaders whose organizations attain improved financial performance can direct their efforts to increasing their organization's corporate social responsibility in the communities where they do business by supporting local charities and other initiatives.

Introduction Overtime the execution and control of business activities to meet and even exceed customer satisfac-tion has become an absolute top priority. This is because with an increase in the demand for diverse products and services of quality in unprecedented numbers, there is an automatic injection of complexi-ty into the activities and processes which companies undertake in order to fulfill customer satisfaction. This complexity which could be logistical in nature is usually centered on the provision of quality prod-ucts and services on a timely basis for customer satisfaction. In order to keep this complexity aspect in check while fulfilling customer satisfaction, there is the need to manage the different facets of complex-ity that relate to quality and agility. Purpose The purpose of this study is to understand the managerial actions on the logistical challenges of quality and agility in a Newspaper Distribution Company. Method In order to fulfill the purpose, the authors undertook a qualitative-single case study following an induc-tive approach. Interviews were conducted with two managers and these were basically face-to-face in-terviews though we also conducted some of the interviews by phone. Findings Managing complexity challenges of quality and agility requires the utilization of Total Quality Manage-ment (TQM), Just-in-Time (JIT) and Information flow (IF). Through the utilization of TQM, quality standards are enhanced through continuous improvement and the pursuit of excellence in the activities of the company. JIT as a philosophy helps in the elimination of waste and in the speeding up of processes within a company’s supply chain that result to the timely delivery of goods and services to customers in order to enhance customer satisfaction. Also, Information flow through the aid of diverse technologies such as mobile phones, radio phones, the internet, the World Wide Web, Customer Rela-tionship Management systems, Structured Query Language relational database but also word of mouth transmission have helped in the facilitation of decision making in the company relating to the delivery of quality products and services in an agile or responsive manner for customer satisfaction. Practical and Theoretical Implication The attainment of the requisites of agility while maintaining delivery quality may not be sufficient to enhance customer satisfaction. The information in the model provides management with a pathway to follow in solving logistical challenges towards enhancing customer satisfaction. The study offers theory development opportunities. Originality A model of logistical complexity management was designed for the attainment of customer satisfaction.

ABSTRACT ADMINISTRATIVE AND SERVICE SATISFACTION WITH THE ERASMUS STUDENT EXCHANGE PROGRAM AT MIDDLE EAST TECHNICAL UNIVERSITY FROM THE VIEWS OF STUDENTS AND COORDINATORS Bulut Sahin, Bet&uuml / l M.S., Department of Educational Sciences Supervisor: Prof. Dr. Hasan SiMSEK June 2008, 131 pages As a result of globalization, educational systems become more and more internationalized through mobility and exchange programs. The supra-natural organizations, such as European Union, have developed organized education programs to adapt to this transformation. Since 1987, the mobility of students and faculty throughout Europe has dramatically increased through Erasmus, which is the Program of European Union for higher education. Turkey, as a candidate country for European Union, became one of the participants of this program in 2004. Yet, the influence of the quality administration on such programs and customer satisfaction is relatively unexplored in Turkey. In this research, Middle East Technical University (METU), one of the leading universities in Turkey, is analyzed in scope of its effectiveness in the administration of Erasmus Program from the students&rsquo / and Erasmus coordinators&rsquo / point of view through questionnaires. Total Quality Management framework is used to design the research. The results of this study showed that students and departmental coordinators are generally more satisfied with the administrative services than communication, interaction with customers and academic issues.

Although academic interest in TQM increased substantially in the last decade, still the gap in the literature is hardly surprising given that research and theory in TQM implementation are still at a very early stage in the West. To-date, there are only a handful of empirical researches reported in the literature that have attempted to identify what constitute as constructs of TQM that can be manipulated to effectively implement TQM. All but very few are studies done in developed economies. Moreover, knowledge of TQM in developing economies is almost totally lacking. Against this backdrop, this researcha ddressesth e identified gaps in the literature on TQM. Thus this thesis focuses on the effective implementation of total quality management in Palestine, a developing economy, through an empirical investigation of critical quality factors. The research methodology involves combining quantitative and qualitative methodologies to identify the key quality factors cited in the literature and considered by consultants and experts as essential to successful TQM implementation. The research design also included: Lan empirical investigation to assessth e level of TQM awarenessa nd understandingi n the Palestinian context, 2. determining which key quality factors are critical to successful implementation using a survey questionnaire, 3. determining what tactics and techniques are used in addressing and implementing these critical quality factors by Palestinian organisations, using semi-structured interviews, 4. determining the prerequisites of effective TQM implementation in the pre-launch stage using in depth interviews. By complementing and integrating the findings, an implementation framework was constructed with the support of the knowledge acquired from the literature review. A simple and practical step by step with implementation guidelines framework aiming at assisting Palestinian organisations in planning on effective implementation of TQM was constructed. The research findings indicate that top management commitment and involvement, employee commitment and involvement, managing by customer-driven system and processes and continuous performance improvement, are essential to effective implementation of TQM. This implies that Palestinian organisations recognise and implement the same critical quality factors found in Western countries. The proposed framework is built around four major constructs that relate to top management commitment, employee commitment, customer-driven system and processes, and continuous improvement. It emphasises an implementation approach of top-down deployment and bottom-up participation focussing on businessp rocessesth at add value to customers atisfaction. In conclusion, this empirical research revealed that TQM could be implemented in the developing economies (such as Palestine) as Palestinian organisations subscribe to the same quality factors as those found in the developed economies.

In Quality Management and Total Quality Management (TQM) customer focus and customer value creation is of importance and in organisations it is of high priority. Quality Management has had an internal focus when it comes to customer value creation but in the 21st century there is a need for an outward orientation and to go beyond the organisational borders. Also an increasing interest in social, societal and environmental issues can be seen, for instance by customers, organisations, quality awards and within the quality area. An area that considers these issues is the societal entrepreneurial sector.   The purpose of this thesis has been to contribute to the knowledge and understanding about customer value creation from a system view. Additionally the purpose has been to contribute to the development of Quality Management. In order to fulfil the purpose, case studies have been performed. Cases within the societal entrepreneurial area have been studied and seven studies have been performed. Data have been collected through interviews, direct observations, participating observations and documents. All data have been collected empirically except in one study where a literature case study was used. The data were analysed through tools such as process mapping, attribute value mapping and rich picture process maps combined with analytical methods for case study research. The research journey started out from TQM and an internal perspective on customer value creation. As the studies went on, the system borders became wider as other areas important to customer value creation were identified: the customer value creating system went from an internal perspective to include an external perspective.    The findings contribute to earlier research findings and give a comprehensive and simplified picture of a complex phenomenon and an opportunity to understand customer value creation from a system view. This thesis provides an overall map of the customer value creating system. Additionally it contributes to the development of Quality Management by expanding the view on customer value creation to include both an internal and an external oriented perspective. It also contributes by suggesting a fifth step in the quality management movement ´System Quality Management´ that considers social, societal and environmental factors through continuous improvement before, during and after value creation for customers. Further it contributes with a developed view on customers and the concept of customer value creation.   The overall map provided includes three areas. Growth and development of societal entrepreneurial initiatives. The result shows important components for the creation of societal value based on the growth and development of societal entrepreneurial initiatives. Included are the processes, input and output important for societal value creation from unidentified needs until societal value can be delivered, management process and support process fields.  Customer value creation in the customer sphere.  Customer value has been found to be created beyond the use or purchase of a product or service. Value has also been found to be created for those that are not in direct contact with an initiative or its product or service. Customer value has been found to spread into society like ripples in a complex system of value creation. And Value Ripple Logic has been developed to describe this phenomenon. Management role in customer value creation. The management’s role in value creation has been found to be of importance in the creation of customer value in an indirect way through interaction with the surroundings and the initiative.  Factors and behaviours have been found which are connected to the leaders and their essential management processes along with their input and output.   The findings presented in this thesis have considerable potential for development. Further studies need to be done within the area concerning how customer value is created and to achieve an even more comprehensive picture of the customer value creating system and the suggested fifth step. The results presented in this thesis are a contribution to the knowledge and understanding about customer value creation from a system view and the development of the Quality Management. / <p>Vid tidpunkten för disputationen var följande delarbeten opublicerade: delarbete 6 accepterat för publicering och delarbete 7 inskickat.</p><p>At the time of the doctoral defence the following papers were unpublished: paper 6 accepted for publication and  paper 7 submitted.</p>

Den reviderade versionen av standarden för kvalitetsledningssystem, ISO 9001, publicerades i september 2015. Tidigare forskning visar att flera undersökningar har funnit en positiv inverkan av ISO 9001 medan andra studier inte kunnat fastställa detta resultat. Syftet med studien var att undersöka de främsta förändringarna i reviderade ISO 9001 som uppfattades möta företags och organisationers interna kunders behov. En kvalitativ undersökning genomfördes i form av intervjuer med tio respondenter. Resultatet av intervjuerna visade att standarden ansågs ge förutsättningar för att kunna bygga ett kvalitetsledningssystem som är anpassat till behoven i organisationen. I den reviderade standarden har ledningen ett tydligare ansvar för kvalitetsledningssystemet vilket är den förändring som främst uppfattades möta de interna behoven. Studiens resultat är ett bidrag till företag och organisationer som önskar öka sin kunskap om vilken kundnytta ISO 9001:2015 kan bidra med till de interna kunderna. / The revised version of the standard for quality management, ISO 9001, was published in September 2015. Previous research has shown that several studies have found a positive effect of the standard while other studies have not been able to determine this result. The aim of the study was to examine if the main changes in the revised ISO 9001 was perceived to meet companies and organizations internal customers needs. A qualitative study was conducted in the form of interviews with ten respondents. The result of the interviews showed that the standard was considered to provide the conditions to build a quality management system that is tailored to the needs of the organization. In the revised standard, management has a clear responsibility for the quality management system which was the change that was primarily conceived to meet the internal needs. The results of the study are a contribution to companies and organizations that wish to increase their knowledge aboutthe customer benefits which ISO 9001: 2015 may contribute to the internal customers.

Background The OEMs are facing fundamental changes. The importance of the quality of products in the automotive industry has changed to being exclusively dependent on the demand and sense of the customer. The OEMs have to react quickly on trends to fulfill the customer demands and be technically innovative. These innovations and intensity of their implication lead to a high cost pressure for the OEMs again. Therefore, the OEMs need to work together with their suppliers. Production strategies like TQM or outsourcing are known as the key to success. Although cost and quality management themselves are quite well-investigated in literature, and the use of both TQM and outsourcing are widely implemented in the OEMs’ strategies to improve quality and reduce costs, studies about the combination of TQM and outsourcing and their impact on quality and costs cannot be found. The wide spread opinion of managers is that quality and costs cannot support each other. Purpose In our Master Thesis we wanted to find out how quality and costs are related to each other to fulfill the given goals. The purpose was to examine the impact of the two common methods, TQM and outsourcing, on costs and quality for the OEMs. We explored how the concepts interact and support costs and quality. Furthermore, the analysis states how these approaches are related within a supply chain and how automobile manufacturers can use both approaches to assure low costs and high quality at the same time. Method Our Master Thesis is a theoretical study based on a qualitative research method. We used scientific articles and literature for the theory and combined these in the analysis with the data and results from previous case studies as the empiric value. We combined this through the deductive approach. We not only used a positivistic view, but we also used a hermeneutic view due to the fact that analysis and conclusion incorporate both scientific articles and also personal interpretations. Results and Conclusion We concluded that precisely these two methods, outsourcing and TQM, supplement each other and fit together very well to assure the efficiency of the automobile OEMs with high quality and low costs at the same time. This is due to the fact that outsourcing is often used in companies and reduces the costs of OEMs; and TQM alone leads to quality improvements. Not only do they work well separately in companies, but outsourcing lays ideal foundations for an efficient TQM implementation. Suggestions on Continued Research We could not find any studies where these two approaches were researched in combination. Thus, one good future research could be to go on with empirical analyses about this theme in the automotive industry, for example by conducting surveys or interviews with OEMs. A case study about the combination of TQM and outsourcing could verify our mostly from the theory concluded results of the interrelation. A further deviation on the research could be that suppliers, instead of OEMs, could be the focus of the study.

<p>Background</p><p>The OEMs are facing fundamental changes. The importance of the quality of products in the automotive industry has changed to being exclusively dependent on the demand and sense of the customer. The OEMs have to react quickly on trends to fulfill the customer demands and be technically innovative. These innovations and intensity of their implication lead to a high cost pressure for the OEMs again. Therefore, the OEMs need to work together with their suppliers. Production strategies like TQM or outsourcing are known as the key to success. Although cost and quality management themselves are quite well-investigated in literature, and the use of both TQM and outsourcing are widely implemented in the OEMs’ strategies to improve quality and reduce costs, studies about the combination of TQM and outsourcing and their impact on quality and costs cannot be found. The wide spread opinion of managers is that quality and costs cannot support each other.</p><p>Purpose</p><p>In our Master Thesis we wanted to find out how quality and costs are related to each other to fulfill the given goals. The purpose was to examine the impact of the two common methods, TQM and outsourcing, on costs and quality for the OEMs. We explored how the concepts interact and support costs and quality. Furthermore, the analysis states how these approaches are related within a supply chain and how automobile manufacturers can use both approaches to assure low costs and high quality at the same time.</p><p>Method</p><p>Our Master Thesis is a theoretical study based on a qualitative research method. We used scientific articles and literature for the theory and combined these in the analysis with the data and results from previous case studies as the empiric value. We combined this through the deductive approach. We not only used a positivistic view, but we also used a hermeneutic view due to the fact that analysis and conclusion incorporate both scientific articles and also personal interpretations.</p><p>Results and Conclusion</p><p>We concluded that precisely these two methods, outsourcing and TQM, supplement each other and fit together very well to assure the efficiency of the automobile OEMs with high quality and low costs at the same time. This is due to the fact that outsourcing is often used in companies and reduces the costs of OEMs; and TQM alone leads to quality improvements. Not only do they work well separately in companies, but outsourcing lays ideal foundations for an efficient TQM implementation.</p><p>Suggestions on Continued Research</p><p>We could not find any studies where these two approaches were researched in combination. Thus, one good future research could be to go on with empirical analyses about this theme in the automotive industry, for example by conducting surveys or interviews with OEMs. A case study about the combination of TQM and outsourcing could verify our mostly from the theory concluded results of the interrelation. A further deviation on the research could be that suppliers, instead of OEMs, could be the focus of the study.</p>

Σκοπός της διπλωματικής είναι η ανασκόπηση της βιβλιογραφίας και η ανεύρεση των κυριότερων θεωρητικών – εννοιολογικών μοντέλων σχετικά με τη πολιτική ποιότητας 6σ. Ωστόσο ο σημαντικότερος σκοπός ήταν η κατασκευή ενός πλήρους και τεκμηριωμένου ερωτηματολογίου που να ανταποκρίνεται στο περιβάλλον που λειτουργούν οι ελληνικές επιχειρήσεις. Μεθοδολογία: ανασκόπηση της βιβλιογραφίας και πιο συγκεκριμένα των διεθνών ακαδημαϊκών βιβλιοθηκών (emerald) όπου έγινε αναζήτηση άρθρων χρησιμοποιώντας ως λέξεις κλειδιά: 6 σίγμα, κρίσιμοι παράγοντες 6σ, οφέλη του έξι σίγμα, εμπόδια και δυσκολίες του έξι σίγμα, το έξι σίγμα στη παροχή υπηρεσιών, λόγοι εφαρμογής – λόγοι μη εφαρμογής, η απόδοση του έξι σίγμα, εργαλεία και τεχνικές που χρησιμοποιούνται στη πρωτοβουλία έξι σίγμα, το έξι σίγα και η σύνδεσή του με άλλες προσεγγίσεις ποιότητας (TQM, BE, ISO) και lean έξι σίγμα. Αποτελέσματα: η παρούσα εργασία παρουσιάζει τα κυριότερα εννοιολογικά μοντέλα πάνω στη πολιτική ποιότητας 6σ. Επίσης εξετάζει τα μοντέλα αυτά από την πλευρά των επιχειρήσεων παροχής υπηρεσιών και το πώς αυτά εφαρμόζονται επιτυχώς από αυτές. Το τελικό αποτέλεσμα της εργασίας είναι ένα τεκμηριωμένο ερωτηματολόγιο το οποίο προορίζεται για τις επιχειρήσεις παροχής υπηρεσιών και εξετάζει το κατά πόσο η πρωτοβουλία έξι σίγμα είναι γνωστή στα ελληνικά δεδομένα. Περιορισμοί: η εργασία παρέχει μόνο μία ανασκόπηση της βιβλιογραφίας και όχι ερευνητικά αποτελέσματα. Πρακτικές εφαρμογές: η εργασία παρέχει μία πλήρης εικόνα πάνω στα θεωρητικά - εννοιολογικά μοντέλα για την πολιτική ποιότητας έξι σίγμα στις επιχειρήσεις παροχής υπηρεσιών και μπορεί να χρησιμοποιηθεί ως βάση για μελλοντικές εργασίες. Καλύπτει το κενό που υπάρχει στην κατασκευή ενός πλήρους και καλά τεκμηριωμένου ερωτηματολογίου Πρωτοτυπία – αξία: η εργασία αυτή καλύπτει σημαντικά το κενό που υπάρχει στην ελληνική βιβλιογραφία σχετικά με τη πολιτική ποιότητας έξι σίγμα. Συμβάλλει στη παροχή ενός εννοιολογικού πλαισίου για τη πολιτική ποιότητας έξι σίγμα από την πλευρά των επιχειρήσεων παροχής υπηρεσιών. / The purpose of the current thesis is to review the literature and finding the main theoretical - conceptual models on the quality policy 6s. However the most important goal was to build a complete and documented questionnaire to respond to the environment that Greek companies operate. Methodology : literature review and in particular searching at international academic libraries (emerald) of articles using keywords such as: six sigma critical success factors, six sigma benefits, obstacles and difficulties of six sigma, six sigma in the service sector, implementation reasons – reasons for no implementation, the performance of six sigma, tools and techniques used in the six sigma initiative, the six sigma’s connection with other quality approaches (TQM, BE, ISO) and lean six sigma. Results: This paper presents the main conceptual models on the quality policy 6s. Also considers these models from the perspective of service providers and how they apply them successfully. The final outcome of this study is a well documented questionnaire intended for service firms, which examines whether the six sigma initiative is known in Greek service sector. Limitations: The paper provides only an overview of the literature rather than research results. Practical applications: this study provides a complete overview on the theoretical - conceptual models for the quality system of Six Sigma in the service sector and can be used as a basis for future studies. It covers the gap that exists in providing a complete and well- documented questionnaire. Originality - value: this study covers the major gap in Greek literature on Six Sigma quality policy. It provides a conceptual framework for six sigma quality policy on the part of the service providers.