This deliberately provocative paper challenges the replacement of quality and total quality management by the term “excellence” in the EFQM excellence model. It also claims the current emphasis on “points scoring” is detracting from the fundamentals of quality management.

Purpose – To examine issues related to the development of the internet and e‐commerce (EC) in the Kingdom of Saudi Arabia. Design/methodology/approach – Two surveys were sent out following a pilot project to gather data on the validity and reliability of the questionnaires. The first...

Purpose – To report on the lessons learned during the implementation of TQM principles in Air China as a response to the dramatic changes in both international and domestic markets. Design/methodology/approach – This research work is based on analysing secondary case studies in the airline...

Purpose – The purpose of this paper is to compile and prioritize necessary strategies to produce electrical energy from fossil resources in the Iranian power industry. Design/methodology/approach – In this study, the strengths, weaknesses, opportunities and threats (SWOT) and internal and...

The intention of this paper is to propose a methodology for interactions between the two quality tools of quality function deployment (QFD) and failure mode effects analysis (FMEA), and place an emphasis on their common features. The paper will also emphasise the value that both tools have when...