Purpose – The purpose of this paper is to present a conceptual framework for benchmarking implementation in small medium‐sized enterprises (SMEs) taking into consideration their characteristics. Design/methodology/approach – The paper begins with the review on the definition of SME and a...

Purpose – To investigate the application of multi‐attribute utility theory (MAUT) to aid in the decision‐making process when performing benchmarking gap analysis. Design/methodology/approach – MAUT is selected to identify the overall best‐in‐class (BIC) performer for performance...

Purpose – To represent the effect of ‘human factors in total quality management (TQM) environment’ in terms of a single numerical index by considering their inheritances and interactions. Design/methodology/approach – Various human factors affecting the TQM culture in an organization are...

Purpose – This research paper aims is to evaluate the customer's views related to tourism quality in Egypt. It attempts to measure the extent to which tourism business environment is creative and innovative as necessary conditions for internal customer satisfaction. Design/methodology/approach...

Purpose – To develop a quality management (QM) measurement instrument that has sound psychometric properties and recognizes a key feature of the field, i.e. QM is currently characterized by three competing approaches: standards‐based; prize‐criteria; and, elemental implementation approaches....

Purpose – To provide a cross‐section of International Standardization Organization (ISO) 9000 quality certification diffusion over time and its impact on industrial systems. Design/methodology/approach – The starting point of the analysis is “The ISO survey of ISO 9000 and ISO 14001...

Rising interest in quality has determined a tangible revision of a new product’s design and a great development of tools for supporting it. The present paper is an attempt at systematization of the proposed techniques and methodologies. The analysis is managed with reference to a...

Purpose: The purpose of this paper is to develop a preliminary conceptual scale for the measurement of distributed manufacturing (DM) capacity of manufacturing companies operating in rubber and plastic sectors. Design/methodology/approach: A two-step research methodology is employed. In first...