استقرار فلسفه مدیریت کیفیت جامع نرم بر اساس الگوی APQC ارائه مدل ساختاری(مورد مطالعه:شعب بانک سامان)
محورهای موضوعی : مدیریت بازرگانی
محمد رضا صادقی مقدم
1
(
استادیار گروه مدیریت صنعتی دانشکده مدیریت دانشگاه تهران
)
رامین مومنی
2
(
کارشناسی ارشد مدیریت صنعتی، دانشکده مدیریت دانشگاه تهران
)
کلید واژه: حداقل مربعات جزئی, مدیریت کیفیت جامع نرم, مدل مدیریت فرآیندAPQC,
چکیده مقاله :
مفهوم مدیریت کیفیت جامع نرمیکی از رویکردهای نوین در مدیریت کیفیت می باشد که تمرکز و تاکید زیادی را بر بخشهای نرم افزاری و انسانی سازمان ها دارد. در واقع اندیشمندان کیفیت با تفکیک عوامل سخت و نرم فلسفه مدیریت کیفیت جامع از یکدیگر، همواره به دنبال بهبود و تسهیل شرایط پیاده سازی مفاهیم مدیریت کیفیت جامعه در سازمان ها می باشند. این تحقیق بر آن است که مدلی را جهت استقرار فلسفه مدیریت کیفیت جامع نرم با استفاده از چارچوب مدل مدیریت فرآیند APQC در بانک سامان ارائه دهد. این تحقیق از لحاظ روش توصیفی-تحلیلی و از لحاظ هدف کاربردی می باشد. جامعه آماری این تحقیق، شامل کلیه مدیران شعب بانک سامان در شهر تهران و نمونۀ آماری آن 40 نفر است که با استفاده از روش نمونه گیری تصادفی انتخاب شده اند. در این پژوهش پس از بررسی تئوری پژوهش، مدل مفهومی استخراج شد،سپس با استفاده از پرسشنامه محقق ساخته اطلاعات جمع آوری گردید و با استفاده از روش معادلات ساختاری و نرم افزار PLS-Smart داده های تحقیق مورد تحلیل قرار گرفت. نتایج پژوهش ارتباط بین مؤلفه های مدیریت کیفیت جامع نرم و فرآیندهای مدل APQC را نشان می دهد.
The concept of Soft Total Quality Management (STQM) is one of thenew approaches which have much concentration and emphasis on thesoft and humanitarian aspect of organizations. Indead, quality scholarshave always sought to improve and facilitate the separation of soft andhard Factors in TQM philosophy to implement the concepts of TQM inthe organizations. This study is about to present a model for thesettlement of (STQM) hilosophy, using APQC process in Saman bank,the research method was descriptive-analytical, and also applied one.The research population included all the managers of Saman bankbranches in Tehran. Using random sampling method 40 managers wereselected. Reviewing the related literature a conceptual model wasdesigned. A researcher- made questionnaire was used to gather the data.Using structural equation modeling and PLS software the data wereanalyzed. The results showed that there was a relationship between thecomponents of soft TQM and APQC model process
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Saraph, V., & Benson, P., S. (1989), An instrument for measuring the critical factors of quality management. Department of Operations and Management Science, Carlson Sc (University of Minnesota).
Suarez, E. M., Roldan, J. L., & Calvo-Mora, A. (2014), A Structural Analysis of the Efqm Model: an Assessment of the Mediating Role of Process Management. Journal of Business Economics and Management, 8(1), 37–41.
Taylor, P., Vukomanovic, M., Radujkovic, M., & Nahod, M. M. (2014), EFQM excellence model as the TQM model of the construction industry of southeastern Europe. Journal of Civil Engineering and Management, 20(1), 37–41.
Yusof, S. M., & Aspinwall, E. (1999), Critical success factors for total quality management implementation in small and medium enterprises, Total Quality Management 12(2),112-126.
_||_Abbaszadeh, M., Amani, J., Khezriazar, H., & Pashoee, Q. (2012), An introduction for Structural equation modeling application in behavioural science. Urmia: Urmia University publication, (In Persian).
Ahire, L., Waller, M. A., & Gohar, D. Y. (1995), Quality in TQM versus non TQM firms: an impirical investigation. International Journal of Quality & Reliability Management, 13(8), 8–27.
Black, S., & Porter, L. J. (1995), An empirical model for total quality management. Total Quality Management, 6(2), 149–164.
Boynton, A. C., & Zmud, R. W. (1984), An Assessment of Critical Success Factors. Sloan Managment Review, 25(1), 17–27.
Fornell, C., & Larcker, D. (1981), Structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(2), 39-50.
Fotopoulos, C. B., & Psomas, E. L. (2009), The impact of “soft” and “hard” TQM elements on quality management results. International Journal of Quality & Reliability Management, 26(2), 150–163.
Geraedts, H. P. A., Montenarie, R., & Rijk, P. P. V. (2001), The benefits of total quality management. International Journal of Manufacturing System Design, 25(1), 217–220.
Ghiasvand, A. (2011), Statistics and SPSS Application for Data Analysis. Tehran:Motefakeran Publication, (In Persian).
Kalantari, Kh. (2001),Processing and Data analysis in socio-economic researches. Tehran:Sharif Publication, (In Persian).
Porter, L. J., & Tanner, S. J. (2005), Assessing Business Excellence. Elsevier Butterworth-Heinemann.
Powell, T. C. (1995), Total Quality Management as competitive advantage: A review and Empirical study. Journal of Strategic Management, 12(2),108-121.
Putri, N. T., & Darma, H. S. (2014), The Effect of TQM Implementation towards Productivity of Employees Using Structural Equation Modeling (SEM) Analysis Method in PT XYZ. International Journal of Production Economics, 22(1), 537–542.
Rahman, S. U., & Bullock, P. (2005), Soft TQM, hard TQM, and organizational performance relationships: An empirical investigation. The International Journal of Management, 33(2), 73–83.
Richards, J. (2012), Total Quality Management. Business Management and Strategy, 3(2), 36–42.
Safari shali, R., & Habibpour, R. (2009), Comprehensive Manual for Using SPSS in Survey Researches.Tehran: Loye Publication, (In Persian).
Saraph, V., & Benson, P., S. (1989), An instrument for measuring the critical factors of quality management. Department of Operations and Management Science, Carlson Sc (University of Minnesota).
Suarez, E. M., Roldan, J. L., & Calvo-Mora, A. (2014), A Structural Analysis of the Efqm Model: an Assessment of the Mediating Role of Process Management. Journal of Business Economics and Management, 8(1), 37–41.
Taylor, P., Vukomanovic, M., Radujkovic, M., & Nahod, M. M. (2014), EFQM excellence model as the TQM model of the construction industry of southeastern Europe. Journal of Civil Engineering and Management, 20(1), 37–41.
Yusof, S. M., & Aspinwall, E. (1999), Critical success factors for total quality management implementation in small and medium enterprises, Total Quality Management 12(2),112-126.
