ISSN:0011-7315    

DOI:10.1111/j.1540-5915.1995.tb01440.x

出版商:Blackwell Publishing Ltd    

年代:1995

数据来源: WILEY

摘要:

Maintaining consistently high quality information services (IS) is a powerful means of increasing the overall efficiency and effectiveness of a global enterprise. This study introduces a global Information Services Function (ISF) Quality Framework that outlines the importance of both behavioral and procedural dimensions in planning, implementing and evaluating global IS quality. Based on this framework, the study investigates the cross‐national psychometric properties of a behavioral measure of service quality in the IS context. Using a cross‐national survey of IS customers from Korea, Hong Kong, the United States and the Netherlands, perceived ISF service quality was measured using a service quality measure (SERVQUAL) to determine cultural affects. Based on confirmatory factor analysis, support was found for four of the original five SERVQUAL quality dimensions in the U.S.A. and the Netherlands. However, the same four‐dimensional measurement model did not fit the Hong Kong and Korean samples. Further factor analysis showed that the Hong Kong and Korean samples shared a somewhat similar factor structure that differs from the shared U.S.A. and Netherlands structure. These findings support previous research that has found an “Asian factor'’with differing definitions of IS Service quality. These findings suggest that the feasibility of standardized global ISF measurement depends heavily on the relative magnitude of cultural effects. Rather than merely applying the U.S.A. ISF/SERVQUAL measure, a localized version of the instrument may need to be developed that captures the unique nature of ISF service perceptions in internationally based subsidiaries or

ISSN:0011-7315    

DOI:10.1111/j.1540-5915.1995.tb01441.x

出版商:Blackwell Publishing Ltd    

年代:1995

数据来源: WILEY

摘要:

Continuous improvement (CI) has played a key role in Japan's quality management. U.S. companies have begun to adopt CI in recent years. This paper studies the implementation of CI in seven U.S. manufacturing companies. We view values as the core concept of culture that impacts CI effectiveness. Using both qualitative and quantitative data with a sample of seven companies, we observe empirically a relationship between process‐oriented values and CI effectiveness. We also find that communications involving workers is strongly associated with CI effectiveness. Finally, we find an association between process orientation and communication frequency, and argue that communications act as an intervening variable between process orientation and effectivenes

ISSN:0011-7315    

DOI:10.1111/j.1540-5915.1995.tb01442.x

出版商:Blackwell Publishing Ltd    

年代:1995

数据来源: WILEY

摘要:

The aim of this paper is to determine if there is a causal relationship between multivariate constructs for quality (i.e., customer satisfaction, employee satisfaction, and employee service quality) and organizational performance. The presence of such relationships, as well as the identification of key indicators within each quality construct for different types of firms, are explored in this empirical study on the perceptions of middle managers in Taiwan and the United States.The study found a significant causal relationship between the quality constructs and organizational performance. These relationships are different, however, for the four types of firms based on age and size. Also, within the same firm types, there are differences among countries. For example, for older firms, Taiwanese managers tend to perceive customer satisfaction as the most important quality construct in improving organizational performance, while U.S. managers tend to perceive employee satisfaction as the most important. For younger firms, U.S. managers perceive customer satisfaction as influencing organizational performance, while Taiwanese managers perceive both customer satisfaction and employee satisfaction as doing so.A further breakdown of the quality constructs identified the key indicators within each construct that separates “better performers'’from “lesser performers'’in both countries for the four types of firms. These indicators are dissimilar, thus suggesting that focus on quality constructs may lead to improvements in organizational performance by focusing on different indicators in different environments. These results have implications for the adoption and implementation of quality practices in different co

ISSN:0011-7315    

DOI:10.1111/j.1540-5915.1995.tb01443.x

出版商:Blackwell Publishing Ltd    

年代:1995

数据来源: WILEY

摘要:

Despite the impact that Deming and his 14 Points have had on the practice of quality management, empirical support for the effectiveness of the Deming Management Method has not advanced beyond the presentation of anecdotal, case‐study evidence. In part, this is because theory to guide the conduct of empirical research has not been available. Only recently has such a theory of quality management to describe and explain the effectiveness of the Deming Management Method been articulated in the literature.This paper continues the journey of theory development; it reports the results of an exploratory empirical analysis of an articulated theory of quality management underlying the Deming Management Method. The constructs in the proposed theory are operationalized using measurement statements developed by the World‐Class Manufacturing research project team at the University of Minnesota and Iowa State University. Path analysis is applied to the World‐Class Manufacturing project data to explore the empirical strength of relationships advanced in the theory. The path analytic results provide support for several of the proposed relationships in the theory, and more importantly, suggest a number of new relationships which have not heretofore been pro

ISSN:0011-7315    

DOI:10.1111/j.1540-5915.1995.tb01444.x

出版商:Blackwell Publishing Ltd    

年代:1995

数据来源: WILEY

摘要:

As decision makers become more involved in implementing Total Quality Management, questions are raised about which management practices should be emphasized. In this exploratory investigation of the relationship of specific quality management practices to quality performance, a framework was constructed. It focuses on both core quality management practices and on the infrastructure that creates an environment supportive of their use. In addition, it incorporates two measures of quality performance and their role in establishing and sustaining a competitive advantage.Path analysis was used to test the proposed model, with multiple regression analysis determining the path coefficients, which were decomposed into their various effects. Weak linkages were eliminated. The trimmed model indicated that perceived quality market outcomes were primarily related to statistical control/feedback and the product design process, while the internal measure of percent that passed final inspection without requiring rework was strongly related to process flow management and to statistical control/feedback, to a lesser extent. Both measures of quality performance were related to competitive advantage. Important infrastructure components included top management support and workforce management. Supplier relationships and work attitudes were also related to some of the core quality practices and quality performance measures.The results were interpreted in light of Hill's concept of order winners and order qualifiers and Garvin's eight dimensions of quality. They indicate that different core quality management practices lead to success in different dimensions of quality, and that those dimensions function differently as order winners and order qualifiers.

ISSN:0011-7315    

DOI:10.1111/j.1540-5915.1995.tb01445.x

出版商:Blackwell Publishing Ltd    

年代:1995

数据来源: WILEY

摘要:

This study statistically tests the cumulative model for the building of manufacturing capabilities by comparing and contrasting the manufacturing strategies of 265 North. American, 129 European, and 167 Korean factories by region. The cumulative model suggests that better performing competitors build one manufacturing capability upon another in a sequential, cumulative fashion—starting first with quality, followed by dependability, delivery, cost efficiency, flexibility, and lastly, innovation.The primary findings of this exploratory study are as follows: (1) the data yielded some evidence for the cumulative model, with the Korean data being the most supportive of the model; (2) North American, European, and Korean managers take different approaches to improved competitiveness; and (3) rather than focusing on one or two capabilities, better performing firms generally compete on the basis of multiple capabilities. That quality is not only at the base of the cumulative model but is often among the multiple capabilities shows the importance of quality management globall

ISSN:0011-7315    

DOI:10.1111/j.1540-5915.1995.tb01446.x

出版商:Blackwell Publishing Ltd    

年代:1995

数据来源: WILEY