What is it about?

Service organizations use quality management systems as a part of their overall strategies to improve business processes and operations management. Nevertheless, how quality management components lead to improvement and whether task conflicts influence quality management components have not yet been identified clearly. This paper examines the mechanisms that link different quality management components to improvement and the role of task conflict in the mechanisms.

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Why is it important?

Although quality management systems such as ISO 9001 QMS have been used to improve process, product, and service quality for decades, the relationships between different QMS components and the influence of task conflict on the relationships in service organizations have yet to be thoroughly explored. The findings of the study shed light on identifying two key drivers i.e. customer focus and leadership that directly and indirectly influence improvement. Task conflict was found to have a weak but significant effect on relationship management.


We (Billy, Peter, and I) continually explore the use of quality management systems, specifically ISO 9001 QMS, in service organizations. We identify that customer focus has the largest direct and indirect effect on improvement. Once again, "knowing your customers" and "customers to be kings and queens" become prominent in the service economy.

Professor W.M. To
Macao Polytechnic University

Read the Original

This page is a summary of: How Quality Management System Components Lead to Improvement in Service Organizations: A System Practitioner Perspective, Administrative Sciences, November 2018, MDPI AG, DOI: 10.3390/admsci8040073.
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