Measuring the relative efficiency of a firm's ability to achieve organizational benefits after ISO certification

Article Abstract:

An analytical approach based on data envelopment analysis (DEA) to measure the relative efficiency of an ISO 9000 certified company's ability to achieve organizational benefits is proposed. The proposed approach can be used as a tool by a manager to detect their organization's policy constraints and evaluate the effectiveness of managerial activities.

ISO 9000 (Standard), Business success

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Using scenarios to challenge and change management thinking

Article Abstract:

The scenario approach contrasted with traditional approach to strategy and the different definitions, purposes and benefits proposed by its advocates are examined in relation to quality issues such as six sigma. A merging of operational excellence with strategic intelligence will be needed to produce a truly wise organization.

Operations Research, Management research, Organizational change, Change management

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Development and Validation of an Instrument for Measuring Total Quality Service

Article Abstract:

Findings of a research on important dimensions of Total Quality Management (TQM) in automobile service stations are presented. TQM measurement tools are also analyzed.

Product quality, AUTO REPAIR, SERVICES, AND PARKING, Motor Vehicle Services, Measurement, Quality management, Automobile services industry, Automotive services industry

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