The relationships between soft-hard TQM factors and key business results

International Journal of Operations and Production Management

Volumn 34, Issue 1, 2014, Pages 115-143

  Calvo Mora, Arturo ^a   Picón, Araceli ^a   Ruiz, Carolina ^a   Cauzo, Lourdes ^a  

^a UNIVERSITY OF SEVILLE   (Spain)

Author keywords

Business results; EFQM excellence model; European foundation for quality management; Hard factors; Partial least squares; Social factors; Soft factors; Technical factors; Total quality management

Indexed keywords

EID: 84890477245     PISSN: 01443577     EISSN: None     Source Type: Journal    
DOI: 10.1108/IJOPM-09-2012-0355     Document Type: Article

References (97)

1. Abdullah, M.M.B., Uli, J., Tarí, J.J. (2008), "The influence of soft factors on quality improvement and performance" in The TQM Journal, Vol. 20, No. 5, pp. 436-452.
2. Ahire, S.L., Golhar, D.Y., Waller, M.A. (1996), "Development and validation of TQM implementations constructs" in Decision Sciences, Vol. 27, No. 1, pp. 23-56.
3. Ahmad, S., Schroeder, G. (2002), "The importance of recruitment and selection process for sustainability of total quality management" in International Journal of Quality & Reliability Management, Vol. 19, No. 5, pp. 540-550.
4. Anderson, J.C., Rungtusanatham, M., Schroeder, R.G. (1994), "A theory of quality management underlying the Deming management method" in Academy of Management Review, Vol. 19, No. 3, pp. 472-509.
5. Barclay, D., Higgins, C., Thompson, R. (1995), "The partial least squares (PLS) approach to causal modelling: personal computer adoption and use as an illustration" in Technology Studies, Special Issue on Research Methodology, Vol. 2, No. 2, pp. 285-309.
6. Barroso, C., Cepeda, G., Roldán, J.L. (2010), "Applying maximum likelihood and PLS on different sample sizes: studies on SERVQUAL model and employee behaviour model" in Esposito Vinzi, V., Chin, W.W., Henseler, J. and Wang, H. (Eds.), Handbook of Partial Least Squares: Concepts, Methods and Application, Springer, Berlin, pp. 427-447.
7. Black, S.A., Porter, L.J. (1995), "An empirical model for total quality management" in Total Quality Management, Vol. 6, pp. 149-164.
8. Black, S.A., Porter, L.J. (1996), "Identification of the critical factors of TQM" in Decision Sciences, Vol. 27, No. 1, pp. 1-21.
9. Bou-Llusar, J.C., Escrig, A.B., Roca-Puig, V., Beltrán, I. (2005), "To what extent do enablers explain results in the EFQM excellence model? An empirical study" in International Journal of Quality & Reliability Management, Vol. 22, No. 4, pp. 337-353.
10. Bou-Llusar, J.C., Escrig-Tena, A.B., Roca-Puig, V., Beltrán-Martín, I. (2009), "An empirical assessment of the EFQM excellence model: evaluation as a TQM framework relative to the MBNQA model" in Journal of Operations Management, Vol. 27, pp. 1-22.
11. Browm, A. (2002), "Using HR strategies to support business excellence" in Proceedings of the 7th World Congress for Total Quality Management, Verona, Italy, Vol. 2, pp. 339-346.
12. Calvo-Mora, A., Leal, A., Roldán, J.L. (2005), "Relationships between the EFQM model criteria: a study in Spanish universities" in Total Quality Management, Vol. 16, No. 6, pp. 741-770.
13. Carmines, E.G., Zeller, R.A. (1979), "Reliability and validity assessment", Sage, Beverly Hills, CA, Sage University Paper Series on Quantitative Applications in the Social Sciences No. 7017.
14. Casadesús Fa, M., Heras Saizarbitoria, I. (2005), "El boom de la calidad en las empresas españolas" in Universia Business Review, No. 7, pp. 90-101, Third Quarter.
15. Chin, W.W. (1998), "The partial least squares approach to structural equation modeling" Marcoulides, G.A. (Ed.), Modern Methods for Business Research, Lawrence Erlbaum Associates, Mahwah, NJ.
16. Chin, W.W. (2003), PLS-Graph, Version 3.0, University of Houston, Houston, TX.
17. Chin, W.W. (2010), "How to write up and report PLS analyses" in Esposito Vinzi, V., Chin, W.W., Henseler, J. and Wang, H. (Eds.), Handbook of Partial Least Squares: Concepts, Methods and Applications, Springer, Berlin, pp. 655-690.
18. Chin, W.W., Newsted, P.R. (1999), "Structural equation modeling analysis with small samples using partial least squares" in Hoyle, R. (Ed.), Statistical Strategies for Small Samples Research, Sage, Thousand Oaks, CA, pp. 307-341.
19. Claver, E., Tarí, J.J., Molina, J.F. (2003), "Critical factors and results of quality management: an empirical study" in Total Quality Management, Vol. 14, No. 1, pp. 91-118.
20. Comrey, A.L. (1973), A First Course in Factor Analysis, Academic Press, New York, NY.
21. Corredor Casado, P., Goñi Legaz, S. (2010), "Tipos de premios a la calidad y efectos sobre la rentabilidad de la empresa" in Revista Española de Financiación y Contabilidad, Vol. 39, No. 148, pp. 637-654.
22. Criado, F., Calvo-Mora, A. (2009), "Excellence profiles in Spanish firms with quality management systems" in Total Quality Management & Business Excellence, Vol. 20, No. 6, pp. 655-679.
23. Curkovic, S., Vickery, S., Dröge, C. (2000), "Quality-related action programs: their impact on quality performance and firm performance" in Decision Sciences, Vol. 31, No. 4, pp. 885-905.
24. Dean, J.W., Bowen, D.E. (1994), "Management theory and total quality: improving research and practice through theory development" in Academy of Management Review, Vol. 19, No. 3, pp. 392-418.
25. EFQM (2003), Modelo EFQM de Excelencia, European Foundation for Quality Management, Brussels.
26. Ehrlich, C. (2006), "The EFQM model and work motivation" in Total Quality Management & Business Excellence, Vol. 17, No. 2, pp. 131-140.
27. Eskildsen, J.K., Dahlgaard, J.J. (2000), "A causal model for employee satisfaction" in Total Quality Management, Vol. 11, pp. 1081-1094.
28. Eskildsen, J.K., Kristensen, K., Juhl, H.J. (2001), "The criterion weights of the EFQM excellence model" in The International Journal of Quality & Reliability Management, Vol. 18, Nos 8/9, pp. 783-795.
29. Farris, J.A., Van Aken, E.M., Letens, G., Chearksul, P., Coleman, G. (2011), "Improving the performance review process: a structures approach and case application" in International Journal of Operations & Production Management, Vol. 31, No. 4, pp. 376-404.
30. Flynn, B., Schroeder, R.G., Sakakibara, S. (1994), "A framework for quality management research and an associated measurement instrument" in Journal of Operations Management, Vol. 11, No. 4, pp. 339-366.
31. Flynn, B., Schroeder, R.G., Sakakibara, S. (1995), "The impact of quality management practice on performance and competitive advantage" in Decision Sciences, Vol. 26, No. 5, pp. 659-691.
32. Fornell, C. (1982), "A second generation of multivariate analysis: an overview" Fornell, C. (Ed.), A Second Generation of Multivariate Analysis, Praeger Publishers, New York, NY.
33. Fornell, C., Larcker, D.F. (1981), "Evaluating structural equation models with unobservable variables and measurement error" in Journal of Marketing Research, Vol. 18, pp. 39-50.
34. Fotopoulos, C.V., Psomas, E.L. (2010), "The structural relationships between TQM factors and organizational performance" in Total Quality Management & Business Excelllence, Vol. 22, No. 5, pp. 539-552.
35. Gadenne, D., Sharma, B. (2009), "An investigation of the hard and soft quality management factors of Australian SMEs and their association with firm performance" in International Journal of Quality & Reliability Management, Vol. 26, pp. 865-880.
36. Gefen, D., Straub, D.W., Boudreau, M.C. (2000), "Structural equation modelling and regression: guidelines for research practice" in Communications of the Association for Information Systems, Vol. 7, No. 7, pp. 1-78.
37. Ghobadian, A., Woo, H.S. (1996), "Characteristics, benefits and shortcomings of four major quality awards" in International Journal of Operations & Production Management, Vol. 13, pp. 10-44.
38. Gómez-Gómez, J., Martínez-Costa, M., Martínez-Lorente, A.R. (2011), "A critical evaluation of the EFQM model" in International Journal of Quality & Reliability Management, Vol. 28, No. 5, pp. 484-502.
39. Hair, J., Ringle, C., Sarstedt, M. (2011), "PLS-SEM: indeed a silver bullet" in Journal of Marketing Theory and Practice, Vol. 19, No. 2, pp. 137-149.
40. Hair, J., Anderson, R., Tatham, R., Black, W. (2000), Multivariant Analysis, 5th ed., Prentice-Hall, Madrid.
41. Hendricks, K.B., Singhal, V.R. (1996), "Quality awards and the market value of the firm: an empirical investigation" in Management Science, Vol. 42, No. 3, pp. 415-436.
42. Hendricks, K.B., Singhal, V.R. (1997), "Does implementing an effective TQM program actually improve operating performance? Empirical evidence from firms that have won quality awards" in Management Science, Vol. 43, No. 9, pp. 1258-1274.
43. Heras-Saizarbitoria, I., Marimon, F., Casadesús, M. (2012), "An empirical study of the relationships within the categories of the EFQM model" in Total Quality Management, Vol. 23, No. 5, pp. 523-540.
44. Ho, D.C.K., Duffy, V.G., Shih, H.M. (2001), "Total quality management: an empirical test for mediation effect" in International Journal of Production Research, Vol. 39, No. 3, pp. 529-548.
45. Huarng, F., Chen, Y.T. (2002), "Relationships of TQM philosophy, methods and performance: a survey in Taiwan" in Industrial Management & Data Systems, Vol. 102, Nos 3/4, pp. 226-234.
46. Hung, R.Y., Lien, B.Y., Fang, S.C., McLean, G.N. (2010), "Knowledge as a facilitator for enhancing innovation performance through total quality management" in Total Quality Management & Business Excellence, Vol. 21, No. 4, pp. 425-438.
47. Irefin, I.A., Abdul-Azeez, I.A., Hammed, G.O. (2011), "A study of the effect of total quality management (TQM) practices on organizational performance in Nigeria" in Interdisciplinary Journal of Contemporary Research in Business, Vol. 3, No. 7, pp. 466-484.
48. Jabnoun, N., Sedrani, K. (2005), "TQM, culture and performance in UAE manufacturing firms" in The Quality Management Journal, Vol. 12, No. 4, pp. 8-20.
49. Jimenez-Jimenez, D., Martinez-Costa, M. (2009), "The performance effect of HRM and TQM: a study in Spanish organizations" in International Journal of Operations & Production Management, Vol. 29, No. 12, pp. 1266-1289.
50. Jung, J.Y., Wang, Y.J. (2006), "Relationship between total quality management (TQM) and continuous improvement of international project management (CIIPM)" in Technovation, Vol. 26, pp. 716-722.
51. Kaynak, H. (2003), "The relationship between total quality management practices and their effects on firm performance" in Journal of Operations Management, Vol. 21, pp. 405-435.
52. Kim, D.Y., Kumar, V., Murphy, S.A. (2010), "European foundation for quality management business excellence model: an integrative review and research agenda" in International Journal of Quality & Reliability Management, Vol. 27, No. 6, pp. 684-701.
53. Lagrosen, Y., Lagrosen, S. (2005), "The effects of quality management - a survey of Swedish quality professionals" in International Journal of Operations & Production Management, Vol. 25, No. 10, pp. 940-952.
54. Lewis, W.G., Pun, K.F., Lalla, T.R.M. (2006), "Empirical investigation of the hard and soft criteria of TQM in ISO 9001 certified small and medium sized enterprises" in International Journal of Quality & Reliability Management, Vol. 23, No. 8, pp. 964-985.
55. Lohmöller, J.B. (1989), Latent Variables Path Modeling with Partial Least Squares, Physica, Heidelberg.
56. McAdam, R., Bannister, A. (2001), "Business performance measurement and change management within a TQM framework" in International Journal of Operations & Production Management, Vol. 21, Nos 1/2, pp. 88-107.
57. Marín-Vinuesa, L.M. (2009), "Enfoques de estudio y modelos de investigación sobre calidad y resultados: una revisión crítica" in Cuadernos de Gestión, Vol. 9, No. 2, pp. 89-110.
58. Membrado, J. (2002), Innovación y mejora continua según el Modelo EFQM de excelencia, 2a ed., Díaz de Santos, Madrid.
59. Mueller, F., Carter, C. (2005), "The scripting of total quality management within its organizational biography" in Organization Studies, Vol. 26, No. 2, pp. 221-247.
60. Murat, J.A., Yasin, M., Zimmerer, T. (2004), "TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness" in Managing Service Quality, Vol. 14, No. 5, pp. 377-389.
61. Nunnally, J.C. (1967), Psychometric Theory, McGraw-Hill, New York, NY.
62. Oltra, M.J., Flor, M.L. (2010), "The moderating effect of business strategy on the relationship between operations strategy and firms' results" in International Journal of Operations & Production Management, Vol. 30, No. 6, pp. 612-638.
63. Ooi, K.B., Lin, B.S., Tech, P.L., Chong, A.Y.L. (2012), "Does TQM support innovation performance in Malaysia's manufacturing industry?" in Journal of Business Economics & Management, Vol. 13, No. 2, pp. 366-393.
64. Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1994), "Reassessment of expectations as a comparison standard in measuring service quality: implications for further research" in Journal of Marketing, Vol. 58, pp. 114-124.
65. Peng, D.X., Lai, F. (2012), "Using partial least squares in operations management research: a practical guideline and summary of past research" in Journal of Operations Management, Vol. 30, pp. 467-480.
66. Porter, L.J., Parker, A.J. (1993), "Total quality management - the critical success factors" in Total Quality Management, Vol. 4, pp. 13-22.
67. Powell, T.C. (1995), "Total quality management as competitive advantage: a review and empirical study" in Strategic Management Journal, Vol. 16, pp. 15-37.
68. Prajogo, D.I. (2005), "The comparative analysis of TQM practices and quality performance between manufacturing and service firms" in International Journal of Service Industry Management, Vol. 16, No. 3, pp. 217-228.
69. Prajogo, D.I., McDermott, C.M. (2005), "The relationship between total quality management practices and organizational culture" in International Journal of Operations & Production Management, Vol. 25, No. 11, pp. 1101-1122.
70. Rahman, S. (2001), "A comparative study of TQM practice and organisational performance of SMEs with and without ISO 9000 certification" in International Journal of Quality & Reliability Management, Vol. 18, No. 1, pp. 35-49.
71. Rahman, S., Bullock, P. (2005), "Soft TQM, hard TQM, and organisational performance relationships: an empirical investigation" in Omega-International Journal of Management Science, Vol. 33, pp. 73-83.
72. Reinartz, W., Haenlein, M., Henseler, J. (2009), "An empirical comparison of the efficacy of covariance-based and variance-based SEM" in International Journal of Research in Marketing, Vol. 26, pp. 332-344.
73. Reiner, G. (2002), "Analysis of critical factors of company success based on the EFQM excellence model" in Proceedings of the 7th World Congress for Total Quality Management, Verona, Italy, Vol. 2, pp. 361-366.
74. Roberts, N., Thatcher, J.B. (2009), "Conceptualizing and testing formative constructs: tutorial and annotated example" in The DATA BASE for Advances in Information Systems, Vol. 40, No. 3, pp. 9-39.
75. Roldán, J.L., Sánchez-Franco, M.J. (2012), "Variance-based structural equation modelling: guidelines for using partial least squares in information systems research" Mora, M., Gelman, O., Steenkamp, A. and Raisinghani, M.S. (Eds.), Research Methodologies, Innovations and Philosophies in Software Systems Engineering and Information Systems, IGI Global, Hershey, PA.
76. Rusjan, B. (2005), "Usefulness of the EFQM excellence model: theoretical explanation of some conceptual and methodological issues" in Total Quality Management, Vol. 16, No. 3, pp. 363-380.
77. Samson, D., Terziovski, M. (1999), "The relationship between TQM practices & operational performances" in Journal of Operation Management, Vol. 17, pp. 393-409.
78. Saraph, J.V., Benson, P.G., Schroeder, R.G. (1989), "An instrument for measurement the critical factors of quality management" in Decision Sciences, Vol. 20, No. 4, pp. 810-829.
79. Seetharaman, A., Sreenivasan, J., Peng Boon, L. (2006), "Critical success factors of total quality management" in Quality & Quantity, Vol. 40, pp. 675-695.
80. Senior, B., Swailes, S. (2004), "The dimensions of management team performance: a repertory grid study" in International Journal of Productivity and Performance Management, Vol. 53, No. 4, pp. 317-333.
81. Shenaway, E.E., Baker, T., Lemak, D.J. (2007), "A meta-analysis of the effect of TQM on competitive advantage" in International Journal of Quality & Reliability Management, Vol. 25, No. 5, pp. 442-471.
82. Sila, I. (2005), "The influence of contextual variables on TQM practice and TQM-organizational performance relationships" in The Business Review, Vol. 4, No. 1, pp. 204-209.
83. Sila, I. (2007), "Examining the effects of contextual factors on TQM and performance through the lens of organizational theories: an empirical study" in Journal of Operations Management, Vol. 25, pp. 83-109.
84. Sila, I., Ebrahimpour, M. (2003), "Examination and comparison of the critical factors of total quality management (TQM) across countries" in International Journal of Production Research, Vol. 41, No. 2, pp. 235-268.
85. Soltani, E., Gennard, J., Van Der Meer, R.B., Williams, T. (2004), "HR performance evaluation in the context of TQM" in International Journal of Quality & Reliability Management, Vol. 21, No. 4, pp. 377-396.
86. Taylor, W.A., Wright, G.H. (2003), "A longitudinal study of TQM implementation: factors influencing success and failure" in Omega-International Journal of Management Science, Vol. 31, pp. 97-111.
87. Tutuncu, O., Kucukusta, D. (2007), "Relationship between organizational commitment and EFQM business excellence model: a study on Turkish quality award winners" in Total Quality Management, Vol. 18, No. 10, pp. 1083-1096.
88. Urbach, N., Ahlemann, F. (2010), "Structural equation modeling in information systems research using partial least squares" in Journal of Information Technology Theory and Application, Vol. 11, No. 2, pp. 5-40.
89. Waldman, D.A. (1994), "The contributions of total quality management to a theory of work performance" in Academy of Management Review, Vol. 19, No. 3, pp. 510-536.
90. Westlund, A.H. (2001), "Measuring environmental impact on society in the EFQM systems" in Total Quality Management, Vol. 12, No. 1, pp. 125-135.
91. Wilkinson, A. (1992), "The other side of quality: soft issues and the human resource dimension" in Total Quality Management, Vol. 3, No. 3, pp. 323-329.
92. Wilson, D.D., Collier, D.A. (2000), "An empirical investigation of the Malcolm Baldrige National Quality award causal model" in Decision Sciences, Vol. 31, pp. 361-390.
93. Wold, H. (1979), Model Construction and Evaluation When Theoretical Knowledge is Scarce: An Example of the Use of Partial Least Squares, Cahiers du Département D'Économétrie, Faculté des Sciences Économiques et Sociales, Université de Genève, Genève.
94. Wrong, A. (2002), "Sustaining company performance through partnering with suppliers" in International Journal of Quality & Reliability Management, Vol. 19, No. 5, pp. 567-580.
95. Yousefie, S., Mohammadi, M., Monfared, J.H. (2011), "Selection effective management tools on setting European foundation for quality management (EFQM) model by a quality function deployment (QFD) approach" in Expert Systems with Applications, Vol. 38, pp. 9633-9647.
96. Yusof, S.M., Aspinwall, E. (2000), "Total quality management implementation frameworks: comparison and review" in Total Quality Management, Vol. 11, No. 3, pp. 281-294.
97. Zairi, M., Alsughayir, A.A. (2011), "The adoption of excellence models through cultural and social adaptations: an empirical study of critical success factors and a proposed model" in Total Quality Management & Business Excellence, Vol. 22, No. 6, pp. 641-654.