The full text of this article

 

A key to TQM benefits: manager involvement in customer processes
by Vincent W.S. Yeung, Robert W. Armstrong
International Journal of Services Technology and Management (IJSTM), Vol. 4, No. 1, 2003

 

Abstract: Many companies adopting TQM find that the expected benefits are not delivered. Their management do not recognise that there are still barriers to overcome before obtaining the TQM benefits. One of the barriers is an inadequate focus on the latest market environment and on actual customer responses - TQM efforts are devoted to improving performance indicators of internal processes instead of external customer satisfaction. Links and contact between managers and customers are important if companies are to overcome the barriers and obtain the benefits of TQM. A survey of managers and section heads in Hong Kong companies adopting TQM shows that the level of customer contact determines the contributions to TQM benefits. The extent of TQM benefits reported by those respondents with more customer contact are better aligned with their extent of adopting TQM adoption of TQM generates more benefits while adoption of the contradictory Economic Value Management (EVM) principles and practices reduces TQM benefits. Whilst a lot of advice exists about adopting TQM systematically or more thoroughly, managers' involvement in customer processes helps the programme to deliver the expected benefits.

Online publication date: Thu, 24-Jul-2003

 

is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

 
Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

 
Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services Technology and Management (IJSTM):
Login with your Inderscience username and password:

 

    Username:        Password:         

Forgotten your password?


 
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

 
If you still need assistance, please email subs@inderscience.com