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

页码：683 / 697

页数：15

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