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.
2015
In corso di stampa
Rilevanza internazionale
Articolo
Esperti anonimi
Settore ING-IND/35 - INGEGNERIA ECONOMICO-GESTIONALE
English
service blueprinting, TQM, TQM implementation, business excellence, service quality
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].
Calabrese, A; Corbò, M
Articolo su rivista
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/2108/102048
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