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.
Calabrese, A., Corbò, M. (2015). Design and blueprinting for total quality management implementation in service organisations. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE [10.1080/14783363.2014.881970].
Design and blueprinting for total quality management implementation in service organisations
CALABRESE, ARMANDO;
2015-01-01
Abstract
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.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
