How quality management system components lead to improvement in service organizations: A system practitioner perspective

Service organizations use quality management systems as a part of their overall strategies to improve business processes and operations management. Nevertheless, how quality management components lead to improvement and whether task conflicts influence quality management components have not yet been...

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Bibliographic Details
Published in:Administrative sciences 2018-12, Vol.8 (4), p.1-14
Main Authors: To, Wai Ming, Yu, Billy T. W, Lee, Peter K. C
Format: Article
Language:English
Subjects:
Customer satisfaction
Customer services
Decision making
Employees
Hypotheses
ISO standards
Leadership
Macao
Management decisions
Manufacturers
Manufacturing
Quality management
quality management components
Quality of service
Quality standards
service organizations
Structural equation modeling
Suppliers
task conflict
Total quality
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Summary:Service organizations use quality management systems as a part of their overall strategies to improve business processes and operations management. Nevertheless, how quality management components lead to improvement and whether task conflicts influence quality management components have not yet been identified clearly. This paper examines the mechanisms that link different quality management components to improvement and the role of task conflict in the mechanisms. Data were collected from 495 employees responsible for quality management in Macao's service organizations. Results from structural equation modeling showed that leadership i.e., the supportive behaviors of top management towards quality management has direct, significant effects on quality management components such as process approach, engagement of people, relationship management, and evidence-based decision making while customer focus has the largest total effect on improvement. On the other hand, task conflict was weakly but significantly related to relationship management. The study provides a deeper understanding of how quality management works in service contexts.
ISSN:2076-3387
2076-3387
DOI:10.3390/admsci8040073