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RISS 인기검색어
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- 저자 : ( Luis Pimentel(ph. D. ) ) (검색결과 2 건)
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REINFORCING QUALITY MANAGEMENT: THE IMPACT OF EFQM AWARDS ON ORGANIZATIONAL MANAGEMENT AND CULTURE
( Luis Pimentel(ph. D. ) ),( Jae Hyeon Jun(m. S. ) ),( Heejun Park(ph. D. ) ) 한국품질경영학회 2015 한국품질경영학회 학술대회 Vol.2015 No.2
Purpose: The purpose of this paper is to examine how the recognition of the European Foundation for Quality and Management (EFQM) awards to organizations and the underlying implementation of quality management processes/programs (variable 1), particularly contribute to the improvement of management models (including organizational culture as a support to management). Beyond the assessment of a favourable impact, the paper aims to identify the improvement of methods and proceedings (after the EFQM recognition), translated into different levels/stages of management models and management control systems (variable 2), testing the hypothesis of correlation between these two variables. Methodology/Approach: The investigation covers the 35 organizations that won EFQM awards in Portugal between 2010 and 2015 (April). The bases for the study are the different levels/scores of EFQM awards. A survey was used, based on a 10 point Likert scale questionnaire (1=Basic management control system/organizational culture; 10=Advanced and very efficient management control system/organizational culture). The questionnaire identifies properly the different levels and stages of management control frameworks and proceedings. With the aim of analyzing and explaining more deeply how quality management and the management control models and systems evolved, interviews were carried out in all 35 organizations. The interviews were conducted between November 2014 and June 2015. The interviewees were mainly quality managers. Since the interviews implied the collection of more accurate data, findings and conclusions were consequently reinforced. Findings: Important findings result from the research. First, whenever organizations implement a quality management process/program, there is a favourable impact on the proceedings associated with management models. Second, the 10 point Likert scale indicates an average supporting the conclusion that substantial improvements occurred in these organizations regarding the implementation of management control models. Finally, a positive and very strong correlation (Pearson and Spearman coefficients) was found between the two variables: (i) different levels/scores of EFQM awards in organizations, and (ii) results of the questionnaire on different levels/stages of management models and management control systems. Research implications: The paper contributes to literature on quality management by highlighting the significant impact that quality management processes/programs have on the improvement of management control models in organizations. Moreover, by presenting a positive and strong correlation between the two variables, the study makes it possible to conclude that the more an organization invests in a quality management process/program, the more efficient and useful a management control model becomes. Consequently, quality management is reinforced. Both these contributions of the paper are important for academics as well as for practitioners. Originality/Value of the paper: Many studies have been conducted on quality management analyzing the impact of quality on performance of organizations (financially and/or non- financially). But no studies in scientific literature analyzed and discussed the impact of quality management on the effectiveness of management models and organizational culture as a support to management. Our study helps to close this gap, contributing to the development of a new body of knowledge, by assessing this favourable impact, and also by correlating the level of quality management implementation (through EFQM awards) with the level/stages of management control models.
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( Yong Soo Jang(m. S. ) ),( Jaehyeon Jun(ph. D) ),( Luis Vilela Pimentel(ph. D) ),( Heeiun Park(ph. D) ) 한국품질경영학회 2015 한국품질경영학회 학술대회 Vol.2015 No.2
ㆍpurpose Many advanced discount stores could not reach the certain growth level due to cultural differences and their marketing strategies that have failed to adopt in local market environment. The purpose of this study is to find the effects of customer equity drivers on customer loyalty and to examine cultural differences between South Korea and United States. ㆍ Design/methodology/approach This study sets independent variables of value equity, brand equity and relationship equity from the customer equity model and tests to see how each equity driver affects customers`` loyalty through gaining their trust and satisfaction in the discount store industry. We applied structural equation model to test the hypothesis. We conducted a survey on customers who had shopping experiences in discount stores and gathered data from United States and South Korea respectively. ㆍ Implication The results of this study are highly relevant for managers who must make strategic marketing decisions for different cultures. ㆍ Originality/value This study is the first systematic cross-cultural examinations on how customer equity drivers in discount stores affect customer loyalty between USA and South Korea.
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