An inter-industry comparison of quality management practices and performance

Bishnu Sharma; David Gadenne

doi:10.1108/09604520210451876

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An inter-industry comparison of quality management practices and performance

Journal article

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An inter-industry comparison of quality management practices and performance

Bishnu Sharma and David Gadenne

Managing Service Quality, Vol.12(6), pp.394-404

2002

DOI: https://doi.org/10.1108/09604520210451876

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Abstract

construction industry

manufacturing industry

quality management

service industries

This paper investigates similarities and differences in total quality management practices across different industry groups such as the service, manufacturing, and construction industries. The study also investigates the relationship between the quality management practices and business performance by industry category. A survey was conducted using Powell's framework as a basis, and sent to Queensland businesses. A total of 140 responses were received - 58 from the service sector, 62 from the manufacturing sector, and 20 from the construction sector. The results suggest that there are some common factors including value chain integration, efficiency and employee involvement, though the composition of quality management practices comprising these factors differed somewhat between industries. The results reveal that value chain integration in particular appears to be an important factor for quality management in each of the industries examined. The results of MANOVA analyses suggest evidence of an association between some of the quality management practices and performance for the service and manufacturing industries but not for the construction industry.

Details

Title: An inter-industry comparison of quality management practices and performance
Authors: Bishnu Sharma (Author) - University of the Sunshine Coast - Faculty of Business
David Gadenne (Author) - University of the Sunshine Coast - Faculty of Business
Publication details: Managing Service Quality, Vol.12(6), pp.394-404
Publisher: Emerald Group Publishing Ltd.
Date published: 2002
DOI: 10.1108/09604520210451876
ISSN: 0960-4529
Organisation Unit: School of Business and Creative Industries; Indigenous and Transcultural Research Centre; University of the Sunshine Coast, Queensland; USC Business School - Legacy
Language: English
Record Identifier: 99448736502621
Output Type: Journal article

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