Development of a measure to assess quality management in certified firms

被引：115
作者：
Conca, FJ [1 ]
Llopis, J [1 ]
Tarí, JJ [1 ]
机构：
[1] Univ Alicante, Fac Ciencias Econ & Empresariales, Dept Organ Empresas, Alicante 03080, Spain
来源：
EUROPEAN JOURNAL OF OPERATIONAL RESEARCH | 2004年 / 156卷 / 03期
关键词：
quality management; ISO; 9000; certification; survey;
D O I：
10.1016/S0377-2217(03)00145-0
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
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. (C) 2003 Elsevier B.V. All rights reserved.
引用
收藏
页码：683 / 697
页数：15
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