UNDERSTANDING THE IMPORTANT DIFFERENCES BETWEEN THE MALCOLM BALDRIGE NATIONAL QUALITY AWARD AND ISO 9000 REGISTRATION

Market globalization, higher requirements for improved quality, and tough, faster-pace, price-sensitive competition have led to two parallel and visible quality thrust: the Baldrige Award in the U.S. and, internationally, the ISO 9000 standards. The relationship between the Baldrige Award and ISO 9000 registration is widely confused. Two common misper-ceptions stand out: (1) that they both cover the same requirements and (2) that they both address improvement, relying on high quality results, and thus, are both forms of recognition. Many have concluded that the Baldrige Award and ISO 9000 are equivalent and that companies should choose one or the other. These conclusions are incorrect. The Baldrige Award and ISO 9000 registration differ fundamentally in focus, purpose, and content. The focus of the Baldrige Award is on enhanced competitiveness. The Award Criteria reflect two key competitiveness thrusts: (1) delivery of ever-improving value to customers and (2) improvement of overall operational performance. The Award's central purpose is educational-to encourage sharing knowledge and experience of competitiveness and to drive this learning, creating an evolving fund of knowledge. By contrast, the focus of ISO 9000 registration is on conformity to practices specified in the registrant's own quality systems. Its central purpose is to enhance and facilitate trade. The Baldrige Award addresses competitiveness factors either not addressed in ISO 9000 registration or addressed differently. These factors include a customer and market focus, results orientation, continuous improvement, competitive comparisons, a tie to business strategy, cycle time and responsiveness, integration via analysis, public responsibility, human resource development, and information sharing. Overall, ISO 9000 registration covers less than 10% of the scope of the Baldrige Award Criteria and does not fully address any of the 28 Criteria items. As a result, the national drive to improve competitiveness could be diminished. Companies required to or electing to seek ISO 9000 registration are encouraged to integrate their conformity efforts with the Baldrige Award competitiveness improvement framework.     

An Empirical Investigation of the Malcolm Baldrige National Quality Award Causal Model

The objective of this research is to test the theory and causal performance linkages implied by the Malcolm Baldrige National Quality Award (MBNQA). The survey instrument used a comprehensive set of 101 questions that were directly tied to specific criteria in the 1995 MBNQA Criteria. Results reported here represent the first published article that tests the MBNQA performance relationships and causal model using comprehensive measurement and structural models. In general, our research concludes that (1) The underlying theory of the MBNQA is supported that “leadership drives the system that causes results”; (2) Leadership is the most important driver of system performance; (3) Leadership has no direct effect on Financial Results but must influence overall performance “through the system”; (4) Information and Analysis is statistically the second most important Baldrige category; (5) the Baldrige category, Process Management, is twice as important when predicting customer satisfaction as when predicting financial results; and (6) a modified “within system” set of five Baldrige causal relationships is a good predictor of organizational performance.     

基于东方管理的服务创新与服务利润链实证研究:以通信服务业为例

创新已经成为国内通信服务企业的竞争利器,探讨创新影响企业内部运作、外部顾客满意度和企业绩效的路径和模式.本文以河南省新联通为例,运用调查研究方法和案例研究方法,探讨基于东方管理的服务创新与员工满意、顾客满意和绩效之间的关系.本文得到如下结论:(1)基于东方管理思想的"内部服务创新-员工满意-顾客满意-企业绩效"的服务利润链路径得到验证,但强度较弱,这表明东方管理思想和服务创新理论在国内通信服务企业的应用是有效的,但其作用有待提升;(2)内部和外部服务创新通过直接和间接两条路径影响企业绩效;(3)内部创新影响路径(内部服务创新→员工满意→顾客满意→企业绩效)的强度小于外部创新影响路径(外部服务创新→顾客满意→企业绩效)的强度,表明针对员工的内部服务创新还未成为当前国内通信服务企业创新的重点;(4)除了创新对绩效的间接影响外,内部服务创新和外部服务创新会直接影响企业绩效,这表明国内通信服务企业的创新可能仍倾向于绩效导向,而非顾客导向,即表现出行为短期化.     

COMPARING THE ENVIRONMENTAL AND QUALITY INITIATIVES OF BALDRIGE AWARD WINNERS

Can best‐practice quality firms leverage their quality programs for environmental management? This paper explores this question by comparing the implementation of successful and unsuccessful quality and environmental initiatives in five manufacturing‐ and five service‐sector Malcolm Baldrige National Quality Award (mbnqa) winners. The results lead to a series of propositions to guide future research. While the literature suggests that quality and environmental programs are closely related, this study finds that drivers of successful environmental initiatives are not the same as those for successful quality initiatives.     

TOTAL QUALITY MANAGEMENT: A LITERATURE REVIEW AND AN AGENDA FOR FUTURE RESEARCH

Total quality management (TQM) is a revolutionary approach to effective management. The research in TQM has emerged from practical needs of organizations embracing this philosophy, and the literature is mostly conceptual and practitioner-oriented. There is a lack of sound theoretical framework classifying past efforts and guiding future research. To fill the void, a study of the published TQM literature is undertaken. A review, classification, and analysis of the research in TQM spanning the last two decades is presented. A total of 226 TQM-related articles are identified from 44 refereed management journals published from 1970 to 1993. These articles are then classified and analyzed using the following two-dimensional scheme: (1) article orientation (conceptual, case study, empirical, analytical, simulation, and overview) and (2) article focus using the Malcolm Baldrige National Quality Award criteria. The analysis of the literature presents pertinent developments in each of the seven criteria. In addition, it provides future research directions as well as a ready reference of the TQM literature. The suggestions for research should guide future developments in the TQM field and help transform it into a formal discipline.     

Awards recognizing quality in health care

A variety of awards have been recognizing business, public, and educational sectors for their quality efforts. As of 1995, 10 states include the health care sector in their programs. The national Malcolm Baldrige Award now accepts volunteer applications from the health care sector as a prelude to their inclusion in 1996 in the regular award program. An evaluation model is common to the several award programs that describes how quality is enabled, the systems that make it work, and the desired goals in seven categories. Each category has criteria that allow the flexibility desired by individual programs. The important features are the self-examination required of the organization in preparing the application and the feedback reports to all applicants that note the strengths of applicant and the areas for improvement by the applicant. Health care organizations are encouraged to participate in these award programs as part of their individual improvements efforts.     

Evolution of Quality: First Fifty Issues of Production and Operations Management

Many contributions have been made to the field of quality since the inaugural issue of Production and Operations Management in 1992. The first issue called for more research and teaching on TQM, which resulted in two special issues dedicated to TQM. Many other articles related to quality have also been published in the first fifty issues of the journal on topics ranging from technical methods to the Baldrige Award and ISO 9000. As we review these articles, we assess their contribution and the progression of the field of quality. Although past research has advanced our understanding of quality, there still exists many research opportunities in developing more theory, using additional research methodologies, and studying emerging topics in this field.     

Achieving total quality through intelligence

American firms want 'total quality'. The time and money spent by U.S. companies attempting to qualify for the coveted Baldrige Award exemplifies corporate America's desire to achieve new quality standards. Corporate intelligence and 'total quality' are inextricably linked. In this article, the authors demonstrate how shared and properly-used information can be a powerful tool for elevating quality standards, and how corporate intelligence programmes can provide the information links vital for success in attaining the highest standards of quality.     

Revisiting the stock price impact of quality awards

In an event study, Hendricks and Singhal [Hendricks KB, Singhal VR. Quality awards and the market value of the firm: an empirical investigation. Management Sci 1996;42:415–36.] find evidence that firms that win quality awards are further rewarded with a stock price increase on the day of the award announcement. We revisit Hendricks and Singhal (1996), extend their research and find four reasons why management, owners and analysts should be cautious about expecting an abnormal return when a firm wins a quality award. First, in our sample of Baldrige Award winners, the evidence of a stock price response on the announcement day is only marginally significant. Second, in our sample of State quality award winners, the announcement day relationship between stock returns and winning awards is not significant. Third, in the most recent subperiod, 1992–1997, we find no evidence of positive abnormal returns. Fourth, the marginally significant Baldrige results are actually driven by just four companies. A company-by-company microanalysis reveals that only 50% of the award winners experienced positive abnormal returns. The diminishing stock price response on event day does not necessarily imply a lack of stockholder rewards. Evidence from other studies suggests that the stockholders are rewarded for successful total quality management (TQM) implementation, but the rewards can come long before and after the formal award is presented. From a shareholder value perspective, TQM still matters but the award ceremonies may not.     

Measuring management quality in the factory

The last decade has seen a growing consensus that manufacturing matters. The factory as the producing unit is the core of the firm's manufacturing activities. However, even now, it is not agreed on or even fully understood what constitutes a well-managed factory. This article attempts to create a causal model of management quality in the plant, identifying key managerial levers for improving plant performance. The model is based on an integrated view of three core processes: supply chain, product and process development, and strategy deployment. We postulate that the joint performance of the three processes is determined by the quality with which they are managed. Management quality is operationalized as consisting of six types of action: delegation (or decentralization), integration (or coordination), measurement, employee participation, communication, and employee development.This management quality model has been applied to the design of the Top Usine 1995 Best Factory Award administered in cooperation with the French weekly L'Usine Nouvelle. Data collected from participating plants do substantiate our view that plant performance is substantially driven by management quality: the six management quality dimensions are shown to be statistically linked to performance improvement rates in the plant, and we provide further evidence of this link by detailing the case example of the award winner. Our survey also shows that supply management appears to be a common problem area for the factories participating in the Top Usine award, including the best ones.     

绩效考核政治性对个体知识共享行为影响的实证研究

随着组织政治和管理伦理成为理论界和实践界共同关注的热点问题,越来越多的学者开始研究管理者在绩效考核过程中的政治性操作对员工工作场所行为的影响.基于结构方程技术的实证分析发现,积极绩效考核政治性对员工知识共享行为具有显著正向作用,消极绩效考核政治性对员工知识共享行为具有显著负向作用;绩效考核政治性通过成就感知、个人兴趣、集体情感与责任动机的完全中介作用间接影响员工知识共享行为;绩效考核政治性与员工知识共享动机和行为之间的关系并不随着员工工作控制点的差异而变化.研究结论既具有理论价值,又富含管理启示.     

机构投资者持股与企业应计盈余管理和真实盈余管理行为选择

采用异常操控性项目的计算方法度量企业应计盈余管理和真实盈余管理程度,以2003年至2011年中国上市公司为研究样本,构建多元线性回归模型和联立方程模型,考察机构投资者持股对应计盈余管理和真实盈余管理行为选择的影响。研究结果表明,机构投资者持股比例与真实盈余管理程度显著负相关,与应计盈余管理程度显著正相关;对机构投资者明细类别的检验结果发现这种相关关系在投资基金、证券公司、QFII、保险公司和社保基金这5类机构投资者中均存在,但企业年金、信托公司、财务公司和银行持股对盈余管理行为的影响不显著;按照机构投资者持股规模、股权分置改革和终极控制人性质的分组检验结果表明,这种相关关系在不同的内外部环境中均存在,且相对于国有控股上市公司,非国有控股上市公司中机构投资者抑制真实盈余管理行为的作用更强;机构投资者持股与整体盈余管理程度显著负相关。     

When reputation management is people management: Implications for employee voice

This article explores the relationship between internal reputation management, HRM, and employee voice. Drawing on qualitative data from 25 medium-size and large Norwegian organizations, we find that organizations pursue a desired reputation through a single, official corporate voice by discouraging prohibitive employee voice through technocratic control and coercive HRM practices. The emphasis on technocratic control and coercive HRM occurs despite the widely held belief in reputation and branding literatures that employees should be committed corporate ambassadors who enthusiastically promote their organization's desired reputation and deeply believe in the images they convey to internal and external stakeholders. The findings contribute to studies on reputation management by linking internal reputation management, HRM, and employee voice, pointing out “people management” aspects of reputation management and highlighting important organizational and employee-based consequences.     

Application of TQM Principles in the International Technology Transfer Process of Industrial Production Plants: A Conceptual Framework

This paper attempts to illustrate the application of the principles in Total Quality Management (TQM) to the International Technology Transfer (ITT) processes used in industrial production plants. Disaggregated analysis of the ‘technology transformation’ process is deployed to highlight the application of TQM. AT&T's ‘customer–supplier’ model of quality is introduced to explain the interactive roles of the parties involved. It argues that the existing literature deals inadequately with the issues raised and discussed in this paper. A conceptual ITT-TQM model is proposed. Such a model should ensure proper assimilation of imported technology and permit continuous improvement of the processes leading to the customer satisfaction. It is suggested that the success of the model depends on the ‘win-win-win’ strategies of the supplier, the process owner and the customer. Examples from various sources are presented to reinforce the argument. In addition, international standards such as the ISO 9000 standard and frameworks for TQM such as the US Malcolm Baldrige National Quality Award and the European Quality Award (European Foundation for Quality Management) are posited as necessary to ensure quality technology transfer.     

Interne und externe Coachings in Unternehmen

When organizations employ coaching as an instrument for personnel development, the question arises whether they should opt to engage internal or external consultants. In a first step, this article identifies the characteristics of internal and external coaches by means of a series of criteria. It then goes on to discuss the factors which influence the suitability of choice between an internal or external coach at the level of the organization, in terms of the coachee and in terms of the coach. It becomes apparent that there is a situational consideration of the advantages and disadvantages. The article concludes with an actual example which demonstrates possibilities to combine the advantages of internal and external coaching.     

A Comparative Analysis of Quality Practice in Manufacturing Firms in the U.S. and Taiwan*

The aim of this paper is to determine if there is a causal relationship between multivariate constructs for quality (i.e., customer satisfaction, employee satisfaction, and employee service quality) and organizational performance. The presence of such relationships, as well as the identification of key indicators within each quality construct for different types of firms, are explored in this empirical study on the perceptions of middle managers in Taiwan and the United States. The study found a significant causal relationship between the quality constructs and organizational performance. These relationships are different, however, for the four types of firms based on age and size. Also, within the same firm types, there are differences among countries. For example, for older firms, Taiwanese managers tend to perceive customer satisfaction as the most important quality construct in improving organizational performance, while U.S. managers tend to perceive employee satisfaction as the most important. For younger firms, U.S. managers perceive customer satisfaction as influencing organizational performance, while Taiwanese managers perceive both customer satisfaction and employee satisfaction as doing so. A further breakdown of the quality constructs identified the key indicators within each construct that separates “better performers'’from “lesser performers'’in both countries for the four types of firms. These indicators are dissimilar, thus suggesting that focus on quality constructs may lead to improvements in organizational performance by focusing on different indicators in different environments. These results have implications for the adoption and implementation of quality practices in different countries.     

Green supply chain performance measurement using the analytic hierarchy process: a comparative analysis of manufacturing organisations

The main purpose of this research is to develop and deploy an analytical framework for measuring the environmental performance of manufacturing supply chains. This work's theoretical bases combine and reconcile three major areas: supply chain management, environmental management and performance measurement. Researchers have suggested many empirical criteria for green supply chain (GSC) performance measurement and proposed both qualitative and quantitative frameworks. However, these are mainly operational in nature and specific to the focal company. This research develops an innovative GSC performance measurement framework by integrating supply chain processes (supplier relationship management, internal supply chain management and customer relationship management) with organisational decision levels (both strategic and operational). Environmental planning, environmental auditing, management commitment, environmental performance, economic performance and operational performance are the key level constructs. The proposed framework is then applied to three selected manufacturing organisations in the UK. Their GSC performance is measured and benchmarked by using the analytic hierarchy process (AHP), a multiple-attribute decision-making technique. The AHP-based framework offers an effective way to measure and benchmark organisations’ GSC performance. This study has both theoretical and practical implications. Theoretically it contributes holistic constructs for designing a GSC and managing it for sustainability; and practically it helps industry practitioners to measure and improve the environmental performance of their supply chain.     

The relationships between firm’s strategy,resources and innovation performance: resources-based view perspective

Besides basic competitive priority (quality, cost, delivery and flexibility), innovation has been recognised as one of the primary sources of competitive advantage for manufacturing industry to compete in global markets. This paper, therefore, presents an empirical study on the relationship between firm strategy, resources and innovation performance. Drawing from the grounded theory of resource-based view, and using 218 responses from Thai production/operation managers, this paper shows that differentiation strategy had a positive relationship with both internal capital or internal resources (represented by knowledge and creativity management) and networks capital or external resources (represented by customer and supplier network). The findings also revealed that only internal capital had a positive effect on innovation performance. Finally, contributions to industry practitioner, academia and national agency in supporting and promoting innovation are presented.     

QUALITY MANAGEMENT: UNIVERSAL OR CONTEXT DEPENDENT?

Quality management has often been advocated as being universally applicable to organizations. This is in contrast with the manufacturing strategy contingency approach of Operations Management that advocates internal and external consistency between manufacturing strategy choices. This article empirically investigates whether quality management practices are contingent on a plant's manufacturing strategy context, by examining the use of process quality management practices—a critical and distinctive subset of the whole set of quality management practices—across plants representative of different manufacturing strategy contexts. The study strongly suggests that process quality management practices are contingent on a plant's manufacturing strategy, and identifies mechanisms by which this takes place.