Title: The Deming framework as context for exploring cost of quality in arts and cultural organisations

Authors: Bonnie F. Daily, Judith Y. Weisinger, Nigel Holman, Nalini Govindarajulu

Addresses: Management Department, MSC 3DJ, New Mexico State University, Las Cruces, NM 88003, USA. ' Management Department, New Mexico State University, Las Cruces, NM 88003, USA. ' New Mexico State University, Las Cruces, NM 88003, USA. ' Operations Management, College of Business Administration, Creighton University, 2500 California Plaza, Omaha, NE 68178, USA

Abstract: This study explores the potential application of cost of quality programmes to non-profit Arts and Cultural Organisations (ACOs). At first, we assess the unique nature of ACO non-profit operations and propose a framework of processes using Deming|s model of business operations as a guideline. We identify two typical and distinct activities, |creative| and |administrative|, that coalesce at certain phases in the ACO operation cycle. We then examine the scope and complexities of analysing prevention, appraisal, and failure costs within our framework of ACO operations. Finally, we suggest that the application of cost of quality can significantly benefit ACOs in improving efficiencies and achieving their missions.

Keywords: arts organisations; cultural organisations; cost of quality; Deming; non-profits; non-profit operations; quality management; service quality.

DOI: 10.1504/IJSS.2006.010469

International Journal of Services and Standards, 2006 Vol.2 No.4, pp.349 - 367

Published online: 24 Jul 2006 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article