Changing quality initiative - does the quality profile really change?
2013 (English)In: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371, Vol. 24, no 1, 79-90 p.Article in journal (Refereed) Published
A firm working with quality management over time may change from total quality management to Six Sigma to lean production, but does this actually change the firm's quality profile? This paper seeks to identify specific quality profiles in service firms and how these profiles change over time. The empirical investigation is based on self-assessment studies conducted in 138 Swedish service firms. The results show that service firms often build up a specific quality profile, which they retain over time. The paper develops theoretical and managerial implications based on the research.
Place, publisher, year, edition, pages
Routledge, 2013. Vol. 24, no 1, 79-90 p.
quality management; quality profile; quality principles; change management
IdentifiersURN: urn:nbn:se:liu:diva-89629DOI: 10.1080/14783363.2012.707868ISI: 000327929600006OAI: oai:DiVA.org:liu-89629DiVA: diva2:608550