Design and blueprinting for total quality management implementation in service organisations

• Autores: Armando Calabrese, Michele Corbò
• Localización: Total Quality Management & Business Excellence, ISSN-e 1478-3371, Vol. 26, Nº. 7-8, 2015, págs. 719-732
• Idioma: inglés
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• Resumen

  • 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.