Offers an integrative perspective of quality function deployment (QFD), including its benefits and shortcomings. By developing a model that includes within it the antecedents as well as the components of QFD and the potential gains accruing to an organization from QFD, clarifies this competitive...

Demonstrates how the Career Services Department of Grand Valley State University was able to implement simple quality principles and tools for improving its Employment Bulletin process. Discusses the overall goal which was to reduce costs and to improve the efficiency of the overall process, and...

By means of a case study, illustrates how a Midwest service organization in the USA was able to improve the efficiency and productivity of its support staff. Suggests that the process can be used by other service organizations wanting to improve the efficiency and productivity of their support...

Process capability studies are of great use to the quality practitioner, but quite often, processes with excellent capability indices have a high percentage of nonconformance. One of the major reasons for this is that the studies do not take the variation in the raw materials into account. For...

The aim of this study is to identify and interpret the critical factors and performance measures of TQM. Based on extensive review of prescriptive, conceptual, practitioner, and empirical literature; we were able to identify seven critical factors and more than 45 performance measures of TQM. A...

As the global marketplace continues its relentless growth, ethical purchasing behavior assumes greater significance for both domestic and international firms. The primary purpose of this study was to assess the ethics of purchasing management professionals in India. A questionnaire, based on...