Sustainability of organizations is directly linked to the continual improvement of business performance. Many organizations have found a way to improve performance through the establishment of management systems. To maximise benefits of the system, it is necessary also to develop and implement a...

In the past, many management systems have been developed. This paper describes a new concept especially suitable for small‐ and medium‐sized enterprises that integrates different kinds of management systems. First of all, requirements for a reference model have been derived. Then, as one...

Hoshin Kanri has been described as one of the core aspects of Japan’s management system, for integrating the principles of total quality management (TQM) within the organisation’s business strategy. Although most of the published case studies have involved large multinational manufacturers,...

Purpose – The purpose of this article is to show that the tools of modern management which are supposed to promote effectiveness, efficiency and responsible behaviour, may in fact contribute to the opposite, and to present the outline of an alternative based upon new ideas of...

Points out that we have accepted on faith many of our improvement tools without really understanding their impact on the performance of the organization. Challenges some of the basic principles on which total quality management was founded. Presents data from the International Quality Study...

This article addresses how an organization can combine sig‐sigma and the Internet to reduce costs, improve the delivery success rate, and increase service quality. The model that was developed to map the six‐sigma quality process against the software development life cycle was introduced. A...

Purpose – The objective of this research is to introduce and describe a conceptual framework of business ethics in TQM. Design/methodology/approach – In order to highlight the concepts proffered, a case study in the Swedish retail industry was conducted. The data that underpin the case...

Reviews the literature on leadership and management in the context of TQM. Discusses an American study which identifies key strengths and areas of improvement. Determines the role of senior managers in TQM implementation, with reference to case studies of several companies which have won the...