Role of flexibility in sustaining excellence: Case of a TQM company

International Journal of Productivity and Quality Management

Volumn 5, Issue 3, 2010, Pages 333-365

  Breja, S K ^a,b   Banwet, D K ^a   Iyer, K C ^a  

^a INDIAN INSTITUTE OF TECHNOLOGY DELHI   (India)

^b Centre for Construction Development and Research in National Council for Cement and Building Materials   (India)

Author keywords

Balanced scorecard; Bsc; Business excellence; Creativity; DAP; Deming Application Prize; Flexibility; Innovation; Performance measurement; Sap lap modelling; Sustainability; Swot r analysis; Total quality management; Tqm

Indexed keywords

EID: 77951428056     PISSN: 17466474     EISSN: 17466482     Source Type: Journal    
DOI: 10.1504/IJPQM.2010.032072     Document Type: Article

References (91)

1. Abdel-Maksoud, A., Asada, T. and Nakagawa, M. (2008) 'Performance measures, managerial practices and manufacturing technologies in Japanese manufacturing firms: state-of-the-art', International Journal of Business Performance Management, Vol. 10, No. 1, pp. 1-16.
2. Anand, G. and Ward, P. T. (2004) 'Fit flexibility and performance in manufacturing: coping with dynamic environments', Production and Operations Management, Vol. 13, No. 4, pp. 369-385.
3. Anderson, R., Eriksson, H. and Torstensson, H. (2006) 'Similarities and differences between tqm, six sigma and lean', The TQM Magazine, Vol. 18, No. 3, pp. 282-296.
4. Azman Ali, N., Zairi, M. and Mahat, F (2008) 'People resistance in tqm implementation: a qualitative study on Malaysian universities', International Journal of Productivity and Quality Management, Vol. 3, No. 1, pp. 1-11.
5. Bahrami, H. (1992) 'The emerging flexible organization: perspectives from silicon valley', California Management Review, Vol. 34, No. 4, Summer, pp. 33-52.
6. Banker, R. D., Porter, G. and Schroeder, R. G. (1993) 'Reporting manufacturing performance measures to workers: an empirical study', Journal of Management Accounting Research, Vol. 5, Fall, pp. 33-53.
7. Banwet, D. K. and Datta, B. (2000a) 'Effect of service quality on post-visit intentions: case of a library', Annals of Library Science and Documentation, Vol. 47, No. 2, pp. 41-48.
8. Banwet, D. K. and Datta, B. (2000b) 'Effect of service quality on post-visit intentions: the case of a computer centre', Vikalpa, Vol. 25, No. 3, pp. 49-55.
9. Barry, W. L. and Cooper, M. (1999) 'Manufacturing flexibility: methods for measuring the impact of product variety on performance in process industries', Journal of Operations Management, Vol. 17, pp. 163-178.
10. Basadur, M. and Gelade, G. (2003) 'Using the creative problem solving profile (CPSP) for diagnosing and solving real-world problems', Emergence, Vol. 5, No. 3, pp. 22-47.
11. Bhardwaj, B. R. and Momaya, K. (2006) 'Role of organizational flexibility for corporate entrepreneurship: case study of FedEx corporation', Global Journal of Flexible Systems Management, Vol. 7, Nos. 1-2, pp. 37-44.
12. Biloslavo, R. and Hicks, J. (2007) 'Organisational learning and aspirational management in a knowledge-era organisation', International Journal of Business and Systems Research, Vol. 1, No. 4, pp. 402-415.
13. BNQP (2007) Baldrige National Quality Program, available at http://baldrige.nist.gov/Improvement-Act.htm (accessed 3 August 2007).
14. Boyer, K. K., Ward, P. T. and Leong, G. K. (1996) 'Approaches to the factory of the future: an empirical taxonomy', Journal of Operations Management, Vol. 14, No. 4, pp. 297-313.
15. Bradford, R. W., Duncan, P. J. and Tarcy, B. (1999) Simplified Strategic Planning, Chandler House Press, Worcester.
16. Brown, S., Squire, B. and Blackmon, K. (2007) 'The contribution of manufacturing strategy involvement and alignment to world-class manufacturing performance', International Journal of Operations and Production Management, Vol. 27, No. 3, pp. 282-302.
17. Choe, K., Booth, D. and Hu, M. (1997) 'Production competence and its impact on business performance', Journal of Manufacturing Systems, Vol. 16, No. 8, pp. 409-421.
18. Cleveland, G., Schroeder, R. G. and Anderson, J. C. (1989) 'A theory of production competence', Decision Sciences, Vol. 18, No. 1, pp. 87-106.
19. Conti, T. (2006) 'Quality thinking and systems thinking', The TQM Magazine, Vol. 18, No. 3, pp. 297-308.
20. Crosby, P. B. (1979) Quality is Free: The Art of Making Quality Certain, McGraw-Hill, New York.
21. Dahlgaard, J. J. and Dahlgaard-Park, S. M. (2006) 'Lean production and six sigma quality, tqm and company culture', The TQM Magazine, Vol. 18, No. 3, pp. 263-281.
22. Dahlgaard, J. J., Kristensen, K. and Kanji, G. K. (1998) Fundamentals of TQM, Chapman & Hall, London.
23. Dahlgaard-Park, S. M. (2006) 'Learning from east to west and west to east', (Editorial), The TQM Magazine, Vol. 18, No. 3, pp. 216-237.
24. Davies, A. J and Kochhar, A. K. (2002) 'Manufacturing best practice and performance studies: a critique', International Journal of Operations and Production Management, Vol. 22, No. 3, pp. 289-305.
25. Deming, W. E. (1991) Four-Day Seminar, Chapter 2, p. 11, Minneapolis.
26. Deshmukh, S. G. (2007) 'Excellence in teaching of tqm', paper presented at the International Conference on Quality Management Practices for Organisational Excellence, 16-17 August, Mumbai, India.
27. domain-b.com (2004) 'Back-to-basics at Sona Koyo', available at http://www.domain-b.com/management/quality/20041127-journey.html (accessed on 14 March 2007).
28. Drucker, P. F. (1998) 'The coming of the new organization', Harvard Business Review, Vol. 66, No. 1, p. 11.
29. EFQM (2007) 'European foundation for quality management business excellence model', available at http://excellenceone.efqm.org (accessed on 2007).
30. Erdinc, O. and Vayvay, O. (2008) 'Ergonomics interventions improve quality in manufacturing: a case study', International Journal of Industrial and Systems Engineering, Vol. 3, No. 6, pp. 727-745.
31. Fagerhaug, T. and Anderson, B. (1998) 'Research review on quality management self-assessment', paper presented at the 8th World Congress on Total Quality, Total Quality Management: Creating a Quality Environment for the Next Millennium, 12-14 February, Mumbai, India.
32. Faisal, M. N., Banwet, D. K. and Shankar, R. (2007) 'Information risks management in supply chains: an assessment and mitigation framework', Journal of Enterprise Information Management, Vol.. 20, No. 6, pp. 677-699.
33. Fantazy, K. A., Kumar, V., Kumar, U. and Mishra, S. (2009) 'The impact of strategy and information systems flexibility on the supply chain performance: a path analysis approach', International Journal of Business and Systems Research, Vol. 3, No. 1, pp. 119-133.
34. Fawcett, S. E. and Myers, M. B. (2001) 'Product and employee development in advanced manufacturing: implementation and impact', International Journal of Production Research, Vol. 39, No. 1, pp. 65-79.
35. Feigenbaum, A. V. (1957) Total Quality Control: Engineering and Management, West Publishing Company, Minneapolis.
36. Flynn, B. B., Schroeder, R. G. and Sakakibara, S. (1994) 'A framework for quality management research and associated measurement instrument', Journal of Operations Management, Vol. 11, No. 4, pp. 339-366.
37. Guisinger, A. and Ghorashi, B. (2004) 'Agile manufacturing practices in the specialty chemical industry: an overview of the trends and the results of a specific case study', International Journal of Operations and Production Management, Vol. 24, No. 6, pp. 625-635.
38. Gunasekaran, A. (1999) 'Agile manufacturing: a framework for research and development', International Journal of Production Economics, Vol. 62, Nos. 1-2, pp. 87-105.
39. Gunasekaran, A. (2008) 'Business excellence in the 21st century', (Editorial), International Journal of Business Excellence, Vol. 1, Nos. 1-2, pp. 1-8.
40. Gupta, Y. P. and Somers, T. (1996) 'Business strategy, manufacturing flexibility and organizational performance relationships: a path analysis approach', Production and Operations Management, Vol. 5, No. 3, pp. 204-233.
41. Hafeez, K., Malak, N. and Abdelmeguid, H. (2006) 'A framework for tqm to achieve business excellence', Total Quality Management and Business Excellence, Vol. 17, No. 9, pp. 1213-1229.
42. Hamel, G. and Prahalad, C. K. (1989) 'Strategic intent', Harvard Business Review, Vol. 67, No. 3, pp. 63-76.
43. Hamel, G. and Prahalad, C. K. (1994) Competing for the Future: Breakthrough Strategies for Seizing Control of your Industry and Creating the Markets of Tomorrow, Harvard Business School Press, Boston, MA.
44. Jha, K. N. and Iyer, K. C. (2006) 'Critical factors affecting quality performance in construction projects, Total Quality Management and Business Excellence, Vol. 17, No. 9, pp. 1155-1170.
45. Juran, J. M. (1974) Quality Control Hand Book, McGraw-Hill, New York.
46. JUSE Union of Japanese Scientists and Engineers (2009) 'The guide for the Deming Application Prize for overseas (2008) ', available at http://www.juse.or.jp/(accessed on 29 January 2009).
47. Kanji, G. K. (2002) 'Business excellence: make it happen', Total Quality Management, Vol. 13, No. 8, pp. 1115-1124.
48. Kano, N. (1996) 'Why is tqm necessary in the service sector', in Kano, N. (Ed.) : TQM in Service Industries, pp. 80-113, Asian Productivity Organization, Tokyo.
49. Kano, N. (2007) 'Quality award and its evaluation method', Incheon, available at anforq.org/activity/NKPresentatoinANQ2007.pdf (accessed on 2008).
50. Kaplan, R. S. and Norton, D. P. (1996) The Balanced Scorecard: Translating Strategy into Action, Harvard Business School Press, Boston, MA.
51. Khandwalla, P. (2000) Fourth Eye, Tata McGraw-Hill, New Delhi.
52. Kondo, Y. (1998) 'Japanese past experience on quality and present emphasis', paper presented at the 8th World Congress on Total Quality, Total Quality Management: Creating a Quality Environment for the Next Millennium, 12-14 February, Mumbai, India.
53. Krouwer, J. S. (2004) 'ISO 9001 has had no effect on quality in the in vitro medical diagnostics industry', Accreditation and Quality Assurance: Journal for Quality, Comparability and Reliability in Chemical Measurement, Vol. 9. Nos. 1-2, pp. 39-43.
54. Kumar, M. R. (2007) 'Comparison between DP and MBNQA: convergence and divergence over time', The TQM Magazine, Vol. 19, No. 3, pp. 245-258.
55. Kumar, P. and Deshmukh, S. G. (2006) 'A model for flexible supply chain through flexible manufacturing', Global Journal of Flexible Systems Management, Vol. 7, Nos. 3-4, July-December, pp. 17-24.
56. Lagrosen, Y. and Lagrosen, S. (2005) 'The effects of quality management - a survey of Swedish quality professionals', International Journal of Operations and Production Management, Vol. 25, No. 10, pp. 940-952.
57. Larson, A. L., Teisberg, E. O. and Johnson, R. R. (2000) 'Sustainable business: opportunity and value creation', Interfaces, Vol. 30, No. 3, pp. 1-12.
58. Little, A. D. (1981) 'The strategic management of technology', paper presented at the European Management Forum, Davos.
59. Majumdar, S. K. and Gupta, M. P. (2005) 'Internet experience of Indian customers in passenger car segment', Journal of Advances in Management Research, Vol. 2, No. 2, pp. 37-53.
60. McDonald, I. et al. (2001) 'In search of sustainable excellence: a contemporary perspective of total quality management', Research Paper Series, ECTQM, University of Bradford School of Management, UK. (Cited by Idris, M. A. and Zairi, M. 'Sustaining TQM: a synthesis of literature and proposed research framework', Total Quality Management and Business Excellence, Vol. 17, No. 9, pp. 1245-1260).
61. Mersha, T., Sriram, V. and Herron, L. (2009) 'The impact of TQM implementation in a human service agency', International Journal of Productivity and Quality Management, Vol. 4, No. 1, pp. 1-19.
62. Mintzberg, H. (1994) 'The fall and rise of strategic planning', Harvard Business Review, Vol. 72, January-February, pp. 107-114.
63. Mishra, R. P., Ananad, G. and Kodali, R. (2007) 'An AHP model for quantification of benefits of world-class maintenance systems', International Journal of Industrial and Systems Engineering, Vol. 2, No. 2, pp. 166-194.
64. Oakland, J. S. (1989) Total Quality Management: A Pictorial Guide for Managers, Butterworth-Heinemann, Oxford.
65. Ooi, K. B., Veeri, A., Yin, L. K. and Vellapan, L. S. (2006) 'Relationships of tqm practices and employees' propensity to remain: an empirical case study', The TQM Magazine, Vol. 18, No. 5, pp. 528-541.
66. Porter, M. E. (1985) Competitive Strategy: Techniques for Analysing Industries and Competitors, The Free Press, New York.
67. Porter, M. E. (1990) The Competitive Advantage of Nations, The Free Press, New York.
68. Prahalad, C. K. and Hamel, G. (1990) 'The core competence of the corporation', Harvard Business Review, Vol. 68, No. 3, May-June, pp. 79-91.
69. Sahney, S., Banwet, D. K. and Karunes, S. (2006) 'Quality and competitiveness: a key to academic excellence', paper presented at the 9th Annual Convention of the Strategic Management Forum of India, 18-20 May, IIM Kozhikode, India.
70. Savolainen, T. (2000) 'Leadership strategies for gaining business excellence through total quality management: a Finnish case study', Total Quality Management, Vol. 11, No. 2, pp. 211-226.
71. Schultz, L. E. (1994) Profiles in Quality: Learning from the Masters, Quality Resources, White Plains, New York, NY.
72. Senge, P. M. (1990) 'Give me a lever long enough and single-handed I can move the world', The Fifth Discipline: The Art and Practice of the Learning Organization, p. 4, Doubleday, New York.
73. Shahabuddin, S. (2008) 'Six sigma: issues and problems', International Journal of Productivity and Quality Management, Vol. 3, No. 2, pp. 145-160.
74. Sharp Corporation (1998) 'Concurrent engineering in the research-and-development stage', Training Handout, 20 August, Osaka, Japan.
75. Shikdar, A. A. and Al-Hadhrami, M. A. (2007) 'Smart workstation design: an ergonomics and methods engineering approach', International Journal of Industrial and Systems Engineering, Vol. 2, No. 4, pp. 363-374.
76. Sona Steering (2007) 'Sona Koyo Steering Systems Limited company information', available at http://www.sonagroup. com (accessed on 15 April 2007).
77. Suri, P. K. (2005) 'Strategic insights into an e-governance project-a longitudinal study', Global Journal of Flexible Systems Management, Vol. 6, Nos. 3-4, pp. 49-57.
78. Sushil (1997) 'Flexible systems management: an evolving paradigm', Systems Research and Behavioural Science, Vol. 14, No. 4, pp. 259-275.
79. Sushil (2000) Flexibility in Management, Vikas Publishing House, New Delhi.
80. Sushil (2001a) 'SAP-LAP framework', Global Journal of Flexible Systems Management, Vol. 2, No. 2, pp. 51-55.
81. Sushil (2001b) 'SAP-LAP models', Global Journal of Flexible Systems Management, Vol. 2, No. 2, pp. 55-61.
82. Taylor, M. and Taylor, A. (2008) 'Operations management research in the automotive sector: some contemporary issues and future directions', (Editorial), International Journal of Operations and Production Management, Vol. 28, No. 6, pp. 480-489.
83. UNECE (2008) 'National Quality Award schemes (Note by the Secretariat) ', available at http://www.unece/indust/sme/Q-national-award.html (accessed on 5 July 2008).
84. Upton, D. M. (1994) 'The management of manufacturing flexibility', California Management Review, Vol. 36, No. 2, Winter, pp. 72-89.
85. van der Wiele, T. V., Iwaarden, J. V., Dale, B. G. and Williams, R. (2006) 'A comparison of five modern improvement approaches', International Journal of Productivity and Quality Management, Vol. 1, No. 4, pp. 363-378.
86. Vázquez-Bustelo, D., Avella, L. and Fernández, E. (2007) 'Agility drivers, enablers and outcomes: empirical test of an integrated agile manufacturing model', International Journal of Operations and Production Management, Vol. 27, No. 12, pp. 1303-1332.
87. Williams, R., Bertsch, B., van der Wiele, A., Iwaarden, J. V. and Dale, B. (2006) 'Self-assessment against business excellence models: a critique and perspective', Total Quality Management and Business Excellence, Vol. 17, No. 10, pp. 1287-1300.
88. Yin, R. K. (1989) Case Study Research: Design and Methods, Sage Publication, London.
89. Zairi, M. (1993) 'Competitive manufacturing: combining total quality with advanced technology', Long Range Planning, Vol. 26, No. 3, pp. 123-132.
90. Zhang, Q., Vonderembse, M. A. and Cao, M. (2006) 'Achieving flexible manufacturing competence: the roles of advanced manufacturing technology and operations improvement practices', International Journal of Operations and Production management, Vol. 26, No. 6, pp. 580-599.
91. Zhou, H. (2008) 'The empirical relationship among organisational learning, continuous improvement and performance improvement', China Journal: International Journal of Learning and Change, Vol. 3, No. 1, pp. 110-124.