Leveraging concepts of Knowledge Management with Total Quality Management: case studies in the service sector
by Alan D. Smith
International Journal of Logistics Systems and Management (IJLSM), Vol. 5, No. 6, 2009

Abstract: The exponential growth of Knowledge Management (KM) and Total Quality Management (TQM) methods are studied within modern service-based organisations in the Pittsburgh area to examine their means for arriving at sustainable competitive advantage. Specific case studies of relatively large service companies were selected due in part to their special features of knowledge-based TQM initiatives and implementations. A combination of personal interviews of middle-to-upper management and employees was used to gather perceptions of recent KM and TQM-based initiatives. Examples of tools and practices on managing knowledge workers and applying technological tools to assist with quality-assurance strategies were discussed.

Online publication date: Fri, 01-May-2009

The full text of this article 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 Logistics Systems and Management (IJLSM):
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