Quality management and performance: a comparison between the UK and Turkey |
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| Authors: | Ben Clegg Roya Gholami Mine Omurgonulsen |
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| Institution: | 1. Operations and Information Management Group, Aston Business School, Aston University , Birmingham , UK b.t.clegg@aston.ac.uk;3. Operations and Information Management Group, Aston Business School, Aston University , Birmingham , UK;4. Department of Business Administration, Faculty of Economic and Administrative Sciences , Hacettepe University , Ankara , Turkey |
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| Abstract: | Purpose: The aim of this article is to detail the correlation between quality management, specifically its tools and critical success factors, and performance in terms of primary operational and secondary organisational performances. Design/methodology/approach: Survey data from the UK and Turkey were analysed using exploratory factor analyses, structural equation modelling and regression analysis. Findings: The results show that quality management has a significant and positive impact on both primary and secondary performances; that Turkish and UK attitudes to quality management are similar; and that quality management is widely practised in manufacturing and service industries but has more statistical emphasis in the manufacturing sector. The main challenge for making quality management practice more effective lies in an appropriate balanced use of the different sorts of the tools and critical success factors. Originality/value: This study takes a novel approach by: (i) exploring the relationship between primary operational and secondary organisational performances, (ii) using service and manufacturing data and (iii) making a cross-country comparison between the UK (a developed economy) and Turkey (a developing economy). Limitations: Detailed contrast provided between only two countries. |
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| Keywords: | quality management quality tools and critical success factors operational performance organisational performance operations management |
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