A study into the effectiveness of quality management training

Ben T. Clegg · Chris Rees · Mike Titchen

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Quality and Supply Management Quality and Management Systems Management Systems and Quality Improvement

Abstract

Purpose The purpose of this paper is to investigate the effectiveness of quality management training by reviewing commonly used critical success factors and tools rather than the overall methodological approach. Design/methodology/approach The methodology used a web‐based questionnaire. It consisted of 238 questions covering 77 tools and 30 critical success factors selected from leading academic and practitioner sources. The survey had 79 usable responses and the data were analysed using relevant statistical quality management tools. The results were validated in a series of structured workshops with quality management experts. Findings Findings show that in general most of the critical success factor statements for quality management are agreed with, although not all are implemented well. The findings also show that many quality tools are not known or understood well; and that training has an important role in raising their awareness and making sure they are used correctly. Research limitations/implications Generalisations are limited by the UK‐centric nature of the sample. Practical implications The practical implications are discussed for organisations implementing quality management initiatives, training organisations revising their quality management syllabi and academic institutions teaching quality management. Originality/value Most recent surveys have been aimed at methodological levels (i.e. “lean”, “Six Sigma”, “total quality management” etc.); this research proposes that this has limited value as many of the tools and critical success factors are common to most of the methodologies. Therefore, quite uniquely, this research focuses on the tools and critical success factors. Additionally, other recent comparable surveys have been less comprehensive and not focused on training issues.

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References

1982Out of the Crisis 1997Lean Thinking—Banish Waste and Create Wealth in your Corporation 1979Chief executives define their own data needs.1979Quality Is Free: The Art of Making Quality Certain 1961Total quality control 1999The relationship between total quality management practices and operational performance 1940Statistical Method from the Viewpoint of Quality Control.2004Taguchi's Quality Engineering Handbook

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