TY - GEN
T1 - Benchmarking Quality Management Maturity in Industry
AU - Makhanya, B. B.S.
AU - Nel, H.
AU - Pretorius, J. H.C.
N1 - Publisher Copyright:
© 2018 IEEE.
PY - 2018/7/2
Y1 - 2018/7/2
N2 - Quality management is integral to business development; and literature indicates that technology advancement and customer expectations strongly influence quality. Current authors in the field suggest that quality management approaches are outdated. Desktop benchmarking was employed to identify the constructs that assess quality management maturity, and systematic literature review was applied to analyze publications between 2007 and 2018. Customer satisfaction, process management, strategic alignment, measurement and controls, continuous improvement, partnerships, information management, corporate culture and cost of quality are significant concepts in the assessment of quality management maturity. Innovation, flexibility, factual approach to decision making, and organisational learning are starting to gain momentum in ascertaining the maturity of quality management in firms. The research contributes to identifying the constructs that are currently employed to determine the maturity of a firm's quality management.
AB - Quality management is integral to business development; and literature indicates that technology advancement and customer expectations strongly influence quality. Current authors in the field suggest that quality management approaches are outdated. Desktop benchmarking was employed to identify the constructs that assess quality management maturity, and systematic literature review was applied to analyze publications between 2007 and 2018. Customer satisfaction, process management, strategic alignment, measurement and controls, continuous improvement, partnerships, information management, corporate culture and cost of quality are significant concepts in the assessment of quality management maturity. Innovation, flexibility, factual approach to decision making, and organisational learning are starting to gain momentum in ascertaining the maturity of quality management in firms. The research contributes to identifying the constructs that are currently employed to determine the maturity of a firm's quality management.
KW - Benchmarking
KW - Quality Management Maturity
UR - http://www.scopus.com/inward/record.url?scp=85061811632&partnerID=8YFLogxK
U2 - 10.1109/IEEM.2018.8607687
DO - 10.1109/IEEM.2018.8607687
M3 - Conference contribution
AN - SCOPUS:85061811632
T3 - IEEE International Conference on Industrial Engineering and Engineering Management
SP - 575
EP - 579
BT - 2018 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2018
PB - IEEE Computer Society
T2 - 2018 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2018
Y2 - 16 December 2018 through 19 December 2018
ER -