Show simple item record

dc.contributor.authorYong, J
dc.contributor.authorWilkinson, A
dc.date.accessioned2017-05-03T15:09:40Z
dc.date.available2017-05-03T15:09:40Z
dc.date.issued2003
dc.date.modified2007-11-12T04:25:19Z
dc.identifier.issn1478-3363
dc.identifier.urihttp://hdl.handle.net/10072/15867
dc.description.abstractAs quality is seen as becoming a competitive mandate, many organisations are said to be embracing the practice of Total Quality Management (TQM) as an improvement strategy. (Dale, 1999). Just as there are companies that claim that QM is benefiting them, the concept is increasingly also being criticised for not bringing about the promised results. Increasingly, doubts have been raised as to whether partial quality management-and not TQM-is being practised in organisations (Wilkinson et al., 1998). This paper examines the issues companies may be faced with in their attempts to embrace TQM in the service sector in Singapore. The paper utilises aspects of the Baldrige criteria in order to determine the progress of QM practising companies in Singapore towards the objectives of TQM. Drawing from, the first stage of work, conducted during the last four years, manufacturing companies are reported to be the more experienced QM practitioners. This paper covers two case studies of companies from the services sector. The analysis of the cases are categorised according a criteria based on Baldrige Award, namely: management leadership; strategic planning for quality; organisational structure for quality; maintaining quality information systems; education and training for quality; employee involvement; management of process quality; rewards and recognition for quality; obstacles and benefits of quality improvement. The companies analysed come from different industries in the services sector. The first case is a government-linked aerospace company that specialises in the maintenance and overhaul of military aircraft, AERO. The second establishment is a renowned chain of fast-food restaurants, HAMBURGER Restaurants.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherRoutledge
dc.publisher.placeUnited Kingdom
dc.publisher.urihttp://www.tandf.co.uk/journals/titles/14783363.asp
dc.relation.ispartofpagefrom849
dc.relation.ispartofpageto873
dc.relation.ispartofissue8
dc.relation.ispartofjournalTotal Quality Management and Business Excellence
dc.relation.ispartofvolume14
dc.subject.fieldofresearchBusiness and Management
dc.subject.fieldofresearchcode1503
dc.titleFrom Kyoto to Singapore: the adoption of quality management in the services sector in Singapore
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.rights.copyright© 2003 Taylor & Francis. Please refer to the journal's website for access to the definitive, published version.
gro.date.issued2003
gro.hasfulltextNo Full Text
gro.griffith.authorWilkinson, Adrian J.


Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item appears in the following Collection(s)

  • Journal articles
    Contains articles published by Griffith authors in scholarly journals.

Show simple item record