Development of a measure to assess quality management in certified firms

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Title: Development of a measure to assess quality management in certified firms
Authors: Conca Flor, Francisco José | Llopis, Juan | Tarí, Juan-José
Research Group/s: Dirección de Sistemas de Información y de Recursos Humanos
Center, Department or Service: Universidad de Alicante. Departamento de Organización de Empresas
Keywords: Quality management | ISO 9000 | Certification | Survey
Knowledge Area: Organización de Empresas
Date Created: 2002
Issue Date: Aug-2004
Publisher: Elsevier
Citation: CONCA FLOR, Francisco José; LLOPIS TAVERNER, Juan; TARÍ GUILLÓ, Juan José. “Development of a measure to assess quality management in certified firms”. European Journal of Operational Research. Vol. 156, Issue 3 (Aug. 2004). ISSN 0377-2217, pp. 683-697
Abstract: The theory of quality management has been studied from different areas: quality leaders' ideas, empirical research and formal evaluation models. This has helped identify a set of critical factors for a successful implementation, as a way to improve customer satisfaction and performance. Our study reviews the literature from these three points of view, in order to identify measures for change towards a quality culture, which can be empirically tested from the answers provided by those responsible for quality in 106 certified firms. The results yield a valid, reliable scale and provide empirical support so that managers know what to do in order to advance towards total quality management.
URI: http://hdl.handle.net/10045/1674
ISSN: 0377-2217
DOI: 10.1016/S0377-2217(03)00145-0
Language: eng
Type: info:eu-repo/semantics/article
Peer Review: si
Publisher version: http://dx.doi.org/10.1016/S0377-2217(03)00145-0
Appears in Collections:INV - SIRHO - Artículos de Revistas

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