Examining the Association Between Quality and Productivity Performance in a Service Organization

Article

Kontoghiorghes, Constantine   (2003, ASQ)   Oakland University, Rochester, MI

Quality Management Journal    Vol. 10    No. 1
QICID: 18901    January 2003    pp. 32-42
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Article Abstract

[This abstract is based on the author's abstract.] The positive relationship between productivity and quality management is examined. Quality management attributes determined to contributed most to productivity include completion of work in a timely fashion, satisfaction with internal process, quality measurement at each step of production, organizational focus on process improvement, and employee involvement in the decision making process.

Keywords

Employee involvement (EI),Employee satisfaction,Quality management (QM),Service sector


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