Total Quality Management
Volume 10, Number 1, January 1999

Quality initiatives in the service sector:A case
Saurabh Singh & S.G.Deshmukh 5
The golden integral quality approach:From management of quality to
Fausto Galetto 17

Total quality. management and busines process re-engineering:A study
of incremental and radical approaches to change management at BTNT
Frances M.Hill & Lee K.Collins 37

Development of an Expert System for implementation of ISO 9000
quality systems
M.K.Khan & N.Hafiz 47

Some consequences ofjust-in-time: Results from a comparison between
the Nordic countries and East Asia
K. Kristensen, J. J. Dahigaard, G. K. Kanji & H. J.Juhl 61

The convergent and predictive validity of quality and productivity
practices in Hong Kong industry
T. S. Lee, Everett E. Adam, Jr & C. Tuan 73

Quality costing: A study of manufacturing organizations. Part 1: Case
studies and survey
C. W. Rapley, T. W. Prickett & M. P. Elliott 85

Implementing ISO 9000; A study of its benefits among Australian
organizations
Ken R. Beattie & Amrik S. Sohal 95

A simple spreadsheet approach to understanding work flow in
production facilities
S. T. Enns 107

A methodology for cultural measurement and change: A case study
Jeff Cartwright, Terry Andrews & Paul Webley 121

Total quality management in UK higher education institutions
Gopal K. Kanji & Abdul Maiek bin A. Tambi 129

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Total Quality Management

Volume 10, Number 2, March 1999

K. N. Anand, Changing phases of quality department: An Indian experience 165

Yasar F. Jarrar Q° Elaine M. AspinualL Business process re-engineering: Learning from
organizational experience 173

Chen H. Chung. It is the process: A philosophical foundation for quality management 187

Alfred Wong Of Patrick Fung. Total quality management in the construction industry in
Hong Kong: A supply chain management perspective 199

Haresh GurnanL Pitfalls in total quality management implementation: The case of a
Hong Kong company 209

Rodney McAdam Of Michael McKeown. Life after ISO 9000: An analysis of the impact
of ISO 9000 and total quality management on small businesses in Northern Ireland 229

Dario lkuo Miyake Gr Takao Enkawa. Matching the promotion of total quality control
and total productive maintenance: An emerging pattern for the nurturing of well-
balanced manufacturers 243

Stuart Orr. The role of quality management in manufacturing strategy: Experiences
from the Australian wine industry 271

Patrick Asubonteng Rivers Of Sejong Bae. Aligning information systems for effective
total quality management implementation in health care organizations 281

Zhiwei Zhu & Larry Scheuermann. A comparison of quality programmes: Total quality
management and ISO 9000 291

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Total Quality Management
Volume 10, Number 3, May 1999

Kostas N, Dervitsiotis. How to attain and sustain excellence with performance-based
process management 309

Anders Gustafsson, Fredrik Ekdahl &' Bo Bergman. Conjoint analysis: a useful tool in
the design process 327

Samuel K. M. Ho. 5-S practice: the first step towards total quality management 345

Gopal K. Kanji) Abdul Malek bin A. Tambi & William Wallace. A comparative study of
quality practices in higher education institutions in the US and Malaysia 357

Michael M. Kaye Of Marilyn D. Dyason. Achieving a competitive focus through self-
assessment 373

Zbigniev) H. Przasnyski G^ Lawrence S. Tai. Stock market reaction to Malcolm
Baldridge National Quality Award announcements: does quality pay? 391

M. L. Ribeiro Ferreira Of J. H. Rogerson. The quality management role of the owner in
different types of construction contract for process plant 401

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Total Quality Management
Volume 10, Numbers 4&5, July 1999

Special Issue: Proceedings of the 4th World Congress for Total Quality
Management: Integrating for Excellence; Achieving Customer Loyalty
Edited by Gopal K. Kanji

JohnAddey. Internal customer satisfaction through involvement S421

Pervaiz K. Ahmed, Ann Y. E. Loh &' Mohamed Zairi. Cultures for continuous
improvement and learning S426

7: W. Bailey. Total quality: the New Zealand way S435

Ann Brannstrom-Stenberg &' Mats Deleryd. Implementation of statistical process
control and process capability studies: requirements or free will? S439

Senga Briggs &' William Keogh. Integrating human resource strategy and strategic
planning to achieve business excellence S447

Tito Conti. Vision 2000: positioning the new ISO 9000 standards with respect to total
quality management models S454

JensJ. Dahlgaard &' Su Mi Park Dahlgaard. Integrating business excellence and
innovation management: developing a culture for innovation, creativity and learning S465

Su Mi Park Dahlgaard. The evolution patterns of quality management: some
reflections on the quality movement S473

Brian Daniels. Integration of the supply chain for total through-cost reduction S481
John Disney. Customer satisfaction and loyalty: the critical elements of service quality S491

Mike Donnelly Of Edward Shiu. Assessing service quality and its link with value for
money in a UK local authority's housing repairs service using the SERVQUAL
approach S498

Alex Douglas, David Kirk, Carol Brennan &° Arthur Ingram. Maximizing the benefits of
ISO 9000 implementation S507

Jan A. Eklof, Peter Hackl Of Anders Wesllund. On measuring interactions between
customer satisfaction and financial results S514

Jacob K. Eskildsen, Jens 3. Dahlgaard Of Anders N0rgaard. The impact of creativity and
learning on business excellence S523

Mel Farrar &' Helen Crabtree. Achieving customer loyalty in an educational market-
place S531

TorbjornForsberg, Lars Nilsson (ffMarcAnloni. Process orientation: the Swedish
experience S540

Robert Fowles Gf Michael Edwards. Creating a shared vision: an exercise in inspiration
and communication at British Airways Interiors Engineering S548

Chris Gore Of Emma Gore. Knowledge management: the way forward S554

Jonathan K. Gorst, William Wallace Of Gopal K. Kanji. Customer satisfaction at the
Sheffield World Congress, 1998 S561

G. GUthenke Of M. Leilers. Fast elimination of product faults in current series' S569

A. Hutchinson Of M. Finnemore. Standardised process improvement for construction
enterprises S576

Yasar F. Jarrar &' Elaine M. Aspinwall. Integrating total quality management and
business process re-engineering: is it enough? S584

Michael Kaye & Marilyn Dyason. Customer value-driven strategies S594

Kai Kristensen, Anne Martensen &' Lars Gr0nholdt. Measuring the impact of buying
behaviour on customer satisfaction S602

Kwang K. Lim, Pervaiz K. Ahmed &' Mohamed Zairi. Managing for quality through
knowledge management S 615

W.M. Mak. Cultivating a quality mind-set S622

Anne Martensen Of Jens J. Dahlgaard. Integrating business excellence and innovation
management: developing vision, blueprint and strategy for innovation in creative and
learning organizations S627

Desmond McAtarsney. Review, critique and assessment of customer care S636
Janak Mehta. Business excellence through quality: Indian experience S647

NeilMitchell Gf Rodney McAdam. Exploring components of business improvement in
the business sector S653

D. S. Morris, Bradley R. Barnes G" James E. Lynch. Relationship marketing needs total
quality management S659

Uche Nwabueze. Modernizing the NHS for the Millennium S666

Marcia Perry &' Amrik Sohal. Improving service quality within the supply chain: an
Australian study S673

Maria Proto &' Stefania Supine). The quality of environmental information: a new tool
in achieving customer loyalty S679

Suzanne Richbell &' loanna Ratsiatou. Establishing a shared vision under total quality
I management: theory and practice S684

Lee Robinson. Scorekeepers in business partners: repositioning the finance function S690
Steve Russell. Business excellence: from outside in or inside out? S697
Peter R. Scholtes. The new competencies of leadership S704

Steve Shaughnessy. The power of balance: solving the paradox of control and
development S711

Mike Simpson, Dimitra Kondouli &' Pui Hung Wai. From benchmarking to business
process re-engineering: a case study S717

3. Sommerville, R. K. Stocks &' H. W. Robenson. Cultural dynamics for quality: the
polar plot model S725

Claire Louise Stone. Votes for excellence S733

Tor Tonnessen. The enterprise development: direct employee participation in strategic
planning S739

Myron Tribus. Will our educational system be the solution or the problem? S745

7? Long, T. Tricker, M. Rangecroft & P Gilroy. Measuring the satisfaction gap:
education in the market-place S772

Barry J. Warrack &' Madhav N. Sinha. Integrating safety and quality: building to
achieve excellence in the workplace S779

Alfred Wong. Partnering through cooperative goals in supply chain relationships S786

David Yarrow &° Vas Prabhu. Collaborating to compete: benchmarking through
regional partnerships S793

Sha'ri Mohd Yusof0° Elaine Aspinwall. Critical success factors for total quality
management implementation in small and medium enterprises S803

Mohamed Zairi Gf Pervaiz K. Ahmed. Benchmarking maturity as we approach the
Millennium? S 810

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Total Quality Management

Volume 10, Number 6, August 1999

K. N. Anand, Four-step approach for eliminating people-dominant defect 829

N. W, W Lam (sf B. G. Dale. Customer complaints handling system: key issues and
concerns 843

M. Y, Ismail Of M. S. J, Hashmi. The state of quality management in the Irish
manufacturing industry 853

Chinho Lin) Christian N. Madu Of Chu-Hua Kuei. The association between
organizational climate and quality management practices: an empirical study on
small- and medium-sized manufacturing companies in Taiwan 863

Geoffrey C. Lloyd. 'Stuff the suggestions box' 869

R. Natarajan) A. Balaram Of S. Venkata Ramana. Continuous improvement of service
operations: application of service template 877

Kie Sun Lee Of Elaine Palmer. An empirical examination of ISO 9000-registered
companies in New Zealand 887

Hongyi Sun. Diffusion and contribution of total quality management: an empirical
study in Norway 901

Mile Terziovski, Amrik Sohal Of Simon Moss. Longitudinal analysis of quality
management practices in Australian organizations 915

Robert J. Trent Of Robert M. Monczka. Achieving world-class supplier quality 927
Book Reviews 939

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Total Quality Management
Volume 10, Number 7, September 1999



Gee-Hyun Hwang & Elaine M. Aspinwall, The development of a quality cost model in
a telecommunications company 949

Tsz-kit Cheng &' Shui-fun Fiona Chan. Quality motivation in China: humanistic and
technological 967

P. M. Trenchard& R. Dixon. Total quality management in non-profit secondary
health care 979

A. Gunasekaran. Enablers of total quality management implementation in
manufacturing: a case study 987

T. Hillman Willis & Albert J. Taylor. Total quality management and higher education:
the employers' perspective 997

Fenghueik Huarng, Ching Horng & Cleve Chen. A study of ISO 9000 process,
motivation and performance 1009

S. Krishnamoorthy & M. M. Kapadia. A methodology of enhancing profitability
through the utilization of experimental design: a catering business case study 1027

Eitan Naveh &' Avner Halevy. How much do we lose on non-quality? 1037

Subba Rao Luis E. Solis & T. S. Raghunathan. A framework for international
quality management research: development and validation of a measurement
instrument 1047

Francis W Wolek. Ye olde total quality management 1077