Record Nr.



Action-Based Quality Management [[electronic resource] ] : Strategy and Tools for Continuous Improvement / / edited by Marta Peris-Ortiz, José Álvarez-García


Cham : , : Springer International Publishing : , : Imprint : Springer, , 2014




[1st ed. 2014.]

Descrizione fisica

1 online resource (197 p.)





Production management


Industrial management

Business Strategy/Leadership

Operations Management

Innovation/Technology Management

Lingua di pubblicazione



Materiale a stampa

Livello bibliografico


Note generali

Description based upon print version of record.

Nota di bibliografia

Includes bibliographical references at the end of each chapters and index.

Nota di contenuto

Ch 1 Quality Management and Performance in the Hospitality Sector -- Ch 2 TQM as an Action-Based Management Philosophy -- Ch 3 An Application of SERVQUAL Model in Terms of Chaves -- Ch 4 Management by Process -- Ch 5 Eco-Management and Audit Scheme -- Ch 6 The Use of Information on Quality Related Costs in Portuguese Companies -- Ch 7 Process Approach, Quality Management and Key Business Results -- Ch 8 Quality Management Systems and the use of High Involvement Human Resource Management Practice -- Ch 9 Implementing Multiple Management Systems -- Ch 10 Interdependence and Relationship of the Principles and Practices in Total Quality Management -- Ch 11 Student Perception of Quality in Higher Education Institutions -- Ch 12 A New Methodology Based on Genetic Algorithms to Increase Quality and Performance in Currency Markets.


Featuring case studies from the industrial and tourism sectors, this

book provides an interdisciplinary perspective on the effect of total quality management on business and innovation strategies. The principles of Total Quality Management (TQM) have been widely researched and analyzed as an essential tool for businesses to compete in a globalized economy. This book presents the latest research on the applications of TQM across different functions such as customer service, human resources management, and cost control. It demonstrates how the utilization of TQM tools, such as the SERVQUAL model, Eco-Management and Audit Scheme (EMAS), High Involvement Practices (HIWP), and the EFQM excellence model, impacts a firm’s performance, enhances productivity and innovation, and reduces cost, thereby allowing them to compete more effectively in the global market. Building on the extensive literature on the relationship between TQM and business performance, the authors argue that quality acts as a powerful competitive tool that companies should embrace in their corporate strategy. By promoting activities that result in greater efficiency, improved control and management of the organization (internal quality), firms can achieve significant improvement in customer satisfaction, employee satisfaction, social impact and business results (external quality) and exceed expectations in these areas.