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- W2605083539 abstract "Purpose – There is considerable confusion surrounding the applied role and business value of TQM. Anecdotal evidence and empirical studies in the literature suggest considerable variability in the performance of TQM. The purpose of the paper is to test the strength of the relationship between quality management practice and two key operational performance measures: productivity improvement and customer satisfaction.Design/methodology/approach – A large database consisting of 962 responses from Australian manufacturing firms and 379 responses from New Zealand manufacturing firms is used to test the hypotheses.Findings – The major finding of the paper is that multiple quality management practices when implemented simultaneously have a significant and positive effect on productivity improvement and customer satisfaction.Research limitations/implications – The results presented in this paper are drawn from one industry at one point in time. Generalising the results to other industries should be done with caut..." @default.
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- W2605083539 date "2006-01-01" @default.
- W2605083539 modified "2023-10-02" @default.
- W2605083539 title "Quality Management Practices and Their Relationship with Customer Satisfaction and Productivity Improvement" @default.
- W2605083539 hasPublicationYear "2006" @default.
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