Design and blueprinting for total quality management implementation in service organisations

被引：5
|
作者：
Calabrese, Armando [1 ]
Corbo, Michele [2 ]
机构：
[1] Univ Roma Tor Vergata, Dept Enterprise Engn, I-00133 Rome, Italy
[2] IBM Italia SpA, I-00144 Rome, Italy
来源：
TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE | 2015年 / 26卷 / 7-8期
关键词：
business excellence; service blueprinting; TQM implementation; service quality; TQM; TQM; PERFORMANCE; PRODUCTIVITY; COMMUNICATION; BARRIERS; SYSTEMS;
D O I：
10.1080/14783363.2014.881970
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
In service companies, the implementation of total quality management (TQM) is hindered by several barriers. Nevertheless, this study shows that it is possible to overcome these barriers by means of a technique for graphically designing or representing service processes, namely service blueprinting (SB). Particularly, a user-friendly methodological approach, which employs SB, is designed for implementing TQM in service organisations. Finally, an action research is performed for testing the effectiveness of the proposed methodological approach.
引用
收藏
页码：719 / 732
页数：14
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