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Exploring Quality Challenges and the Validity of Excellence Models
Department of Technology Management and Economics, Chalmers University of Technology, Gothenburg, Sweden.
Department of Technology Management and Economics, Chalmers University of Technology, Gothenburg, Sweden.
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.ORCID iD: 0000-0003-3911-8009
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.ORCID iD: 0000-0001-7106-9644
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2016 (English)In: International Journal of Operations & Production Management, ISSN 0144-3577, E-ISSN 1758-6593, Vol. 36, no 10, p. 1201-1221Article in journal (Refereed) Published
Abstract [en]

Purpose: The purpose is to identify and explore important quality-related challenges facing organizations, and how current excellence models incorporate these challenges.

Methodology: The article is based on a Delphi study in Swedish organizations, 49 challenges were generated and ranked according to importance. The top 10 ranked challenges were compared to the principles of four excellence models.

Findings: The excellence models seem to still be relevant since their content matches many of the challenges identified. The MBNQA and the SIQ models were found to have the most comprehensive coverage, while the ISO model had limited coverage.

Research Limitations/Implications: Three areas for further research were identified: 1) how QM can evolve in different contexts with varying needs in terms of adaptive and explorative capabilities, 2) the interfaces of QM and sustainability, and ways to understand how customers and stakeholders can be active contributors to improvements and 3) the roles of the owners and board of directors in QM, and how to organize and distribute responsibilities of the QM work.

Practical and Social Implications: Three important challenges could be addressed in upcoming revisions of excellence models: 1) making QM a strategic issue for company owners; 2) involving customers in the improvement activities; and 3) developing processes that are robust, while still easily adaptable.

Originality/Value: The Delphi study has identified upcoming challenges in the QM area based on input from 188 quality professionals.

Place, publisher, year, edition, pages
2016. Vol. 36, no 10, p. 1201-1221
Keywords [en]
ISO 9000, Quality management, Delphi study, Excellence models, EFQM model, MBNQA
National Category
Reliability and Maintenance
Research subject
Quality Technology & Management; Effective innovation and organisation (AERI)
Identifiers
URN: urn:nbn:se:ltu:diva-5988DOI: 10.1108/IJOPM-12-2014-0610ISI: 000387084100005Scopus ID: 2-s2.0-84989227524Local ID: 42fcbc13-6e86-4078-bc5a-80a39821b32aOAI: oai:DiVA.org:ltu-5988DiVA, id: diva2:978864
Note

Validerad; 2016; Nivå 2; 2016-10-05 (andbra)

Available from: 2016-09-29 Created: 2016-09-29 Last updated: 2023-09-05Bibliographically approved

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Bergquist, BjarneGarvare, RickardWiklund, Håkan

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