Quality management, environmental management and firm performance: a review of empirical studies and issues of integration
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| QM, EM and firm performance 206 © 2008 The Authors Journal compilation © 2008 Blackwell Publishing Ltd and British Academy of Management Wayhan et al. ISO 9000 certification (objective) measures Financial growth (revenue growth, growth of stockholder equity profitability (gross profit, ROA) The relationship between ISO and financial growth does not exist, except for the ROA variable Chow-Chua et al. ISO 9000 certification Items of benefit to assess the perception of certification on business performance such as improved customer satisfaction, better customer service, greater staff retention, eliminate redundancy, reduction in waste and inefficiency (perceptual) among others. Objective measures profit margin on sales ROA; ROE debt to equity EPS ISO 9000 certification allows a firm to experience better internal processes, better bottom line through greater profitability, and stronger exports. Also, firms that are certified outperform financially those that are not certified. Items of benefit to assess the perception of certification on business performance such as increased market share, expansion to improve profitability (perceptual) among others. Lee et al. (2003) 5 perceptual dimensions Leadership quality information and analysis customer and market management strategic quality planning human resource management process management (perceptual) factor Quality results Better quality results can be channelled through quality drivers and quality information and analysis Kaynak (2003) 7 perceptual constructs Management leadership training employee relationships quality data and reporting supplier quality management product/service design process management (perceptual) dimension Quality performance (perceptual) dimension Financial and market performance TQM has positive effects on firm performance Merino-Díaz (2003) 5 constructs Design and new product development processes Suppliers customers human resources (perceptual 0/1) factor Operational performance (cost of performance, reduction in the percentage of returned products over sales, reduction in the percentage of defective finished products, reduction in the percentage of defective products in process, percentage of delivery dates complied with, time taken from the moment the material is received to the moment the product is delivered to the customer) A relation between TQM and performance does exist. However, human resources variables contribute the most to performance Study QM variables QP variables FP variables Major findings Download 276.85 Kb. Share with your friends:
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