Quality Management Journal Introduction - April 2000 - ASQ

Quality Management Journal Introduction - April 2000


We begin with “A Year in the Life of a Consumer Product: As Heard in Cyberspace.” This article by Byron Finch of Miami University, deals with the use of monitored chat room conversations for determining customer satisfaction with the quality of products and services. His innovative approach provides a model for the structured analysis of chat room comments, leading to analysis based on nonsolicited feedback from customers. It is interesting to speculate about the research potential of the Internet, and this paper provides an example of a new, Net-based methodology.

The question of who is the customer of education has long been a topic of debate among students and educators alike. Richard Biehl of Walden University attacks this question in “Customer-Supplier Analysis in Educational Change.” Using a Delphi analysis of both education and business professionals, he found that business professionals followed a systems model, where stakeholders served in either customer or supplier roles. In contrast, education professionals viewed all stakeholders as both customer and supplier. This interesting finding is translated into a systems model for analyzing educational stakeholders, useful in identifying expected relationships for a particular educational change initiative.

What makes quality managers successful? Although much research has been directed toward the importance of the quality manager in an organization, little research has focused directly on the critical success factors for quality managers. Injazz Chen, Ronald Coccari, Antony Paulraj, all of Cleveland State University, and Ken Paetsch of the Department of Defense used data from 193 firms to isolate the most important determinants of quality manager success, in “Quality Managers and the Successful Management of Quality: An Insight.” They identify and discuss seven factors that provide insight into paths to success for quality managers.

In Focus on the Classroom, Joseph Van Matre and Donna Slovensky, both of the University of Alabama at Birmingham, provide a new classroom game for demonstrating the value of team decision making. Following a model similar to the “Lost at Sea” type games, the authors ask students to identify taped excerpts of musical selection, both as individuals and as groups. Van Matre and Slovensky find this approach to be fun and enlightening for students, as well as providing cleaner scoring and easier adaptation to different audiences than “Lost at Sea.”

Many have asked whether quality management is simply a fad or whether it is an enduring paradigm. In “Total Quality Management: Is it a Fad, Fashion, or Fit?” this question is further probed by Ton Van der Wiele and Roger Williams of Erasmus University and B. G. Dale of the Manchester School of Management. They trace the evolution of quality management from fad, when it was clearly defined and measurable; to fashion, when there were widespread pressures for adoption of quality management principles; to fit with normal management practice. In the fit stage, the original fad has affected the normal way of working of the entire organization. In addition to identifying the stages, this research highlights the factors contributing to movement between the stages.

Barbara B. Flynn

Quality Management Journal


Barbara B. Flynn
Wake Forest University

George S. Easton
Emory University

William A. Golomski
University of Chicago

James B. Kohnen
St. Mary’s College of California

William O. Winchell
Lawrence Technological University


William Tony

Tania Kuropas

Jane Crouse
Kris McEachern

Cathy Schnackenberg

Michael Andes
Jill Zimmerman

Michael Andes


John Anderson
University of Minnesota

Selwyn Becker
University of Chicago

Robert E. Cole
University of California

James W. Dean, Jr.
University of North Carolina

James R. Evans
University of Cincinnati

John P. Evans
University of North Carolina

Frank M. Gryna
University of Tampa

John Hamburg
APEX, Inc.

David Luther
Luther Quality Associates

Ram Narasimhan
Michigan State University

Roger G. Schroeder
University of Minnesota

Kalyan Singhal
University of Baltimore

Michael J. Stahl
University of Tennessee


Sanjay Ahire
Indiana University South Bend

Susan D. Amundson
Arizona State University

Ron Anjard
Anjard International Consultants

Asbjorn Aune*
Norwegian University of Science and Technology

Kimberly A. Bates*
University of Toronto

Marcos E. J. Bertin*
Gaspar Campos

Michael Beyerlein
University of North Texas

Paul M. Bobrowski
Syracuse University

Kenneth Boyer
DePaul University

Kenneth E. Case
Oklahoma State University

Injazz Chen
Cleveland State University

Thomas Choi
Arizona State University

Barrie Dale*
University of Manchester

Richard Deane
Georgia State University

John Delery
University of Arkansas

Linda Doherty
Department of the Navy

Kevin Dooley
Arizona State University

Edward Duplaga
Bowling Green State University

Maling Ebrahimpour
University of Rhode Island

Susan West Engelkemeyer
Babson College

Michael Faigen
Dispensing Technologies International Corp.

Byron Finch
Miami University

Mark D. Finster
University of Wisconsin

Laura Forker
Boston University

Miflora Minoza Gatchalian*
Quality Consultants International Inc.

Soumen Ghosh
Georgia Institute of Technology

Glenn H. Gilbreath
Virginia Commonwealth University

John M. Groocock*
TRW (Retired)

Robert Handfield
Michigan State University

H. James Harrington
Ernst and Young

Sandra J. Hartman
University of New Orleans

Marilyn Helms
University of Tennessee

Mary Collins Holcomb
University of Tennessee

Ann Jordan
University of North Texas

Deborah Kellogg
University of Colorado

Gary Kern
Indiana University

Jill Phelps Kern
Digital Semiconductor

David Kerridge*
Aberdeen University

Harvey Klein
Global Strategies Group L.C.

Ray A. Klotz
Qualcomm Inc.

Franklin Knight
DeVilbiss Company

Peter Kolesar
Columbia University

Thomas M. Kubiak
Honeywell, Inc.

Ronald D. Kurtzmann
Brewer and Associates

Keong Leong
Ohio State University

A. Magid Mazen
Suffolk University

Satish Mehra
University of Memphis

Kim I. Melton
North Georgia College and State University

Henry R. Neave*
British Deming Association

Yoram Neumann
California State University

William Newman
Miami University

Geoffrey O. Okogbaa
University of South Florida

Thomas Pyzdek
Quality Publishing Inc.

Gary Ragatz
Michigan State University

John Ramberg
University of Arizona

Gipsie B. Ranney
Belmont University

James J. Rooney
JBF Associates Inc.

Richard N. Rosett
Rochester Institute of Technology

Manus Rungtusanatham
Arizona State University

Brooke Saladin
Wake Forest University

Mark V. Schimelonis
Xerox Business Services

Helmut Schneider
Louisiana State University

Nirmal Sethia
California State Polytechnic University

Christine Shea
University of New Hampshire

Sue Siferd
Arizona State University

Vinod Singhal
Georgia Institute of Technology

Madhav N. Sinha*
Government of Manitoba

John G. Surak
Clemson University

William Tallon
Northern Illinois University

Michael D. Tveite
The Tetrad Group

F. Leroy Walser
University of Oklahoma

Peter Ward
Ohio State University

L. David Weller
University of Georgia

Ted Weston
Colorado State University

Carolyn Woo
Notre Dame University

*International reviewer

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