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Prioritizing Quality Management and Sociotechnical Variables in Terms of Quality Performance

Summary: [This abstract is based on the author's abstract. A longer abstract is available on the journal's website]

Results are presented of a study to identify critical variables for quality performance in a service organization. Theoretical framework is based on the principles and premise of the total quality management (TQM) and sociotechnical (STS) systems. The study concluded that certain organizational variables are particularly important to quality improvement in a service environment. These include satisfaction with internal processes, commitment of peers toward quality, easy access to others in the organization, effective communication channels within and between work teams, and achievement of ISO 9001 certification. An appendix provides a 43-item questionnaire used to assess organizational dimensions and productivity.

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  • Topics: Total Quality Management
  • Keywords: Case study,Quality system,Total Quality Management (TQM),Sociotechnical systems (STS),Surveys,Service sector
  • Author: Kontoghiorghes, Constantine, Dembeck, Deborah
  • Journal: Quality Management Journal