A framework of quality management practices for Indian service SMEs

Abstract This study adopts two-stage methodology by capturing the present implementation level of quality management (QM) practices and developed a framework as suggestive ranking by deploying fuzzy AHP and fuzzy TOPSIS to prioritize QM practices in context to Indian service SMEs with specific relevance to IT enabled enterprises. Suggestive ranking emphasize on practices like strategic issues, management focus, customer focus, human resource and process management for their survival in complex uncertain environment. The findings stated in this study are expected to offer practical guidelines to devise implementation strategies in order to precisely identify areas of concern and take corrective and preventive measures for quality improvement.

[1]  B. A. Conway,et al.  The effects of laforin, malin, Stbd1, and Ptg deficiencies on heart glycogen levels in Pompe disease mouse models , 2015 .

[2]  Elizabeth A. Walker,et al.  Explaining the lack of strategic planning in SMEs: The importance of owner motivation , 2007 .

[3]  Z. Rahman,et al.  A Study of Total Quality Management and Supply Chain Management Practices , 2011 .

[4]  Shun-Hsing Chen,et al.  The effects of total quality management implications on customer satisfaction and customer loyalty: an empirical study in the Taiwanese security industry , 2017 .

[5]  Xingxing Zu,et al.  Infrastructure and core quality management practices: how do they affect quality? , 2009 .

[6]  A. Chong,et al.  Are TQM practices supporting customer satisfaction and service quality , 2011 .

[7]  Faisal Talib,et al.  Prioritising the practices of total quality management: An analytic hierarchy process analysis for the service industries , 2011 .

[8]  Mohamed Limam,et al.  Quality management practices and their impact on performance , 2006 .

[9]  Keng-Boon Ooi,et al.  Self‐assessment of TQM practices: a case analysis , 2009 .

[10]  F. Fening,et al.  Relationship between quality management practices and the performance of small and medium size enterprises (SMEs) in Ghana , 2008 .

[11]  Luigi Liquori,et al.  The Framework , 2005, Jews and Muslims in Lower Yemen.

[12]  D. Shepherd,et al.  Entrepreneurial Orientation and Small Business Performance: A Configurational Approach , 2005 .

[13]  Robert LIN,et al.  NOTE ON FUZZY SETS , 2014 .

[14]  Jamshed Siddiqui,et al.  Total quality management and service quality: an exploratory study of quality management practices and barriers in service industry , 2011 .

[15]  Dov Elizur,et al.  The effect of quality management and participation in decision-making on individual performance , 2000 .

[16]  Trevor J. Green,et al.  TQM and organisational culture: How do they link? , 2012 .

[17]  Yves Van Vaerenbergh,et al.  Co-creating service recovery after service failure: The role of brand equity , 2017 .

[18]  Angappa Gunasekaran,et al.  Exploring soft TQM dimensions and their impact on firm performance: some exploratory empirical results , 2015 .

[19]  D. Samson,et al.  EXPLODING THE MYTH: DO ALL QUALITY MANAGEMENT PRACTICES CONTRIBUTE TO SUPERIOR QUALITY PERFORMANCE? , 1999 .

[20]  Mehran Ebrahimi,et al.  Quality management and performance: An annotated review , 2013 .

[21]  Faisal Talib,et al.  An instrument for measuring the key practices of total quality management in ICT industry: an empirical study in India , 2013 .

[22]  Zhao Li,et al.  The impacts of quality management practices on business performance: An empirical investigation from China , 2008 .

[23]  Mustafa Batuhan Ayhan,et al.  A Fuzzy AHP Approach for Supplier Selection Problem: A Case Study in a Gear Motor Company , 2013, ArXiv.

[24]  Juan José Tarí,et al.  The relationship of performance with soft factors and quality improvement , 2009 .

[25]  Uma Kumar,et al.  Relationship between quality management practices and innovation , 2012 .

[26]  N. Roig-Tierno,et al.  Quality management as a driver of innovation in the service industry , 2018, Service Business.

[27]  Ekrem Tatoglu,et al.  An analysis of the relationship between TQM implementation and organisational performance: evidence from Turkish SMEs , 2006 .

[28]  S. Parvadavardini,et al.  Impact of quality management practices on quality performance and financial performance: evidence from Indian manufacturing companies , 2016 .

[29]  Ching-Lai Hwang,et al.  Fuzzy Multiple Attribute Decision Making - Methods and Applications , 1992, Lecture Notes in Economics and Mathematical Systems.

[30]  Danica Bakotić,et al.  Employee involvement as a key determinant of core quality management practices , 2017 .

[31]  Tim Mazzarol,et al.  Strategic Management of Small Firms: A Proposed Framework for Entrepreneurial Ventures , 2004 .

[32]  D. Chang.  Applications of the extent analysis method on fuzzy AHP , 1996 .

[33]  Faisal Talib,et al.  Assessing the awareness of total quality management in Indian service industries , 2011 .

[34]  Rana Basu,et al.  Impact of quality management practices on performance stimulating growth: Empirical evidence from Indian IT enabled service SMEs , 2016 .

[35]  Jian Jhen Chen,et al.  Approach to Group Decision Making Based on Interval-Valued Intuitionistic Judgment Matrices , 2007 .

[36]  Z. Rahman,et al.  An Empirical Investigation of Relationship between Total Quality Management Practices and Quality Performance in Indian Service Companies , 2013 .

[37]  J. Buckley,et al.  Fuzzy hierarchical analysis , 1999, FUZZ-IEEE'99. 1999 IEEE International Fuzzy Systems. Conference Proceedings (Cat. No.99CH36315).

[38]  Roger J. Calantone,et al.  Validating the Malcolm Baldrige National Quality Award Framework through structural equation modelling , 2000 .

[39]  C. McDermott,et al.  The relationship between total quality management practices and organizational culture , 2005 .

[40]  Chung-Hsing Yeh,et al.  A survey and optimization-based evaluation of development strategies for the air cargo industry , 2007 .

[41]  Xingxing Zu,et al.  The evolving theory of quality management: The role of Six Sigma , 2008 .

[42]  Gülçin Büyüközkan,et al.  A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry , 2012, Expert Syst. Appl..

[43]  Sanjay L. Ahire,et al.  Development and Validation of TQM Implementation Constructs , 1996 .

[44]  Rajesh Kr Singh.  Analyzing the interaction of factors for success of total quality management in SMEs , 2011 .

[45]  Marcus Assarlind,et al.  Critical factors for quality management initiatives in small- and medium-sized enterprises , 2014 .

[46]  Kevin W. Linderman,et al.  The Role of Culture as Driver of Quality Management and Performance: Infrastructure Versus Core Quality Practices , 2008, Decis. Sci..

[47]  T. Laosirihongthong,et al.  Proposed relationship of TQM and organisational performance using structured equation modelling , 2010 .

[48]  Evangelos Psomas,et al.  The structural relationships between TQM factors and organizational performance , 2010 .

[49]  Cemal Zehir,et al.  Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: An empirical study of Turkish firms , 2010 .

[50]  José Carlos Pinho,et al.  TQM and performance in small medium enterprises: The mediating effect of customer orientation and innovation , 2008 .

[51]  J. Dean,et al.  MANAGEMENT THEORY AND TOTAL QUALITY: IMPROVING RESEARCH AND PRACTICE THROUGH THEORY DEVELOPMENT , 1994 .

[52]  J. Hartley,et al.  Exploring quality management practices and high tech firm performance , 2005 .

[53]  I. Djekić,et al.  Quality Dimensions of Intellectual Capital in Serbian Fruit Industry , 2017 .

[54]  T. Ramayah,et al.  TQM practices , service quality , and market orientation Some empirical evidence from a developing country , 2006 .

[55]  M. Bohanec,et al.  The Analytic Hierarchy Process , 2004 .

[56]  Thurasamy Ramayah,et al.  TQM practices, service quality, and market orientation , 2006 .

[57]  Ching-Lai Hwang,et al.  Multiple Attribute Decision Making: Methods and Applications - A State-of-the-Art Survey , 1981, Lecture Notes in Economics and Mathematical Systems.

[58]  A. Israeli,et al.  Recovery Strategies for Service Failures: The Case of Restaurants , 2009 .

[59]  Ismail Sila,et al.  An investigation of the total quality management survey based research published between 1989 and 2000: A literature review , 2002 .

[60]  Manik Chandra Das,et al.  A framework to measure relative performance of Indian technical institutions using integrated fuzzy AHP and COPRAS methodology , 2012 .

[61]  K. Ooi,et al.  TQM practices and quality management performance , 2008 .

[62]  P. Bhola,et al.  Exploring Quality Management Practices and Its Pattern Analysis in Indian Service SMEs , 2015 .

[63]  Kevin Baird,et al.  The relationships between organizational culture, total quality management practices and operational performance , 2011 .

[64]  Indranil Ghosh,et al.  Critical linkages between quality management practices and performance from Indian IT enabled service SMEs , 2018 .