MBNQA criteria used in the GCC countries

Martin Jaeger, Desmond Adair, Sondus Al-Qudah

Research output: Contribution to journalArticle

10 Citations (Scopus)

Abstract

Purpose - Quality criteria of The Malcolm Baldrige National Quality Award (MBNQA) have been used as a standard for organisational self-assessment and benchmarking. The threefold purpose of this paper is: to analyse the individual weights of the MBNQA criteria for organisations of the construction and the manufacturing industry within the GCC (Gulf Cooperation Council) countries in order to create a basis for self-assessment and benchmarking; to identify differences of criteria importance between the construction and the manufacturing industry (external alignment) in order to identify challenging areas on TQM when two organisations from the respective industries collaborate; and to compare the perspectives of project managers with those of quality management representatives (internal alignment) in order to identify challenging areas on an organisation's TQM caused by not aligned or contradicting perspectives. Design/methodology/approach - Questionnaire based in-depth interviews of GCC project managers and quality management representatives were analysed using a fuzzy analytical hierarchy process (AHP) to calculate the weights and subsequent ranking of seven quality criteria. Findings - When compared to the original weights of the MBNQA criteria, the 'results' criterion was found to be ranked the same. However, clear differences were identified regarding the criteria 'leadership' and 'measurement/analysis'. The differences between the two analysed industries were not significant, whereas project managers and quality management representatives have clearly differing views on all seven criteria. Originality/value - First, the analysed ranking of MBNQA quality criteria in the GCC countries gives organisations of the construction and the manufacturing industry a benchmark for comparison with their ranking of the MBNQA criteria. Second, clients may assume a common and hence strong basis for TQM when organisations belonging to the construction industry collaborate with organisations belonging to the manufacturing industry. Third, the organisations' internal communication between project managers and quality management representatives needs to be improved in order to pursue common TQM goals effectively.

Original languageEnglish
Article number17078097
Pages (from-to)110-123
Number of pages14
JournalTQM Journal
Volume25
Issue number2
DOIs
Publication statusPublished - 2013

Fingerprint

Gulf Cooperation Council
Quality awards
Quality management
Project manager
Manufacturing industries
Total quality management
Ranking
Industry
Alignment
Benchmarking
Self-assessment
In-depth interviews
Questionnaire
Benchmark
Construction industry
Design methodology
Internal communication
Analytical hierarchy process

Keywords

  • Analytical hierarchy process
  • Baldrige
  • Fuzzy logic
  • GCC
  • Quality management
  • Self-assessment

ASJC Scopus subject areas

  • Strategy and Management
  • Decision Sciences(all)
  • Business and International Management
  • Business, Management and Accounting(all)

Cite this

MBNQA criteria used in the GCC countries. / Jaeger, Martin; Adair, Desmond; Al-Qudah, Sondus.

In: TQM Journal, Vol. 25, No. 2, 17078097, 2013, p. 110-123.

Research output: Contribution to journalArticle

Jaeger, M, Adair, D & Al-Qudah, S 2013, 'MBNQA criteria used in the GCC countries', TQM Journal, vol. 25, no. 2, 17078097, pp. 110-123. https://doi.org/10.1108/17542731311299564
Jaeger, Martin ; Adair, Desmond ; Al-Qudah, Sondus. / MBNQA criteria used in the GCC countries. In: TQM Journal. 2013 ; Vol. 25, No. 2. pp. 110-123.
@article{bf309d84570f46b1b69e3d7425586b31,
title = "MBNQA criteria used in the GCC countries",
abstract = "Purpose - Quality criteria of The Malcolm Baldrige National Quality Award (MBNQA) have been used as a standard for organisational self-assessment and benchmarking. The threefold purpose of this paper is: to analyse the individual weights of the MBNQA criteria for organisations of the construction and the manufacturing industry within the GCC (Gulf Cooperation Council) countries in order to create a basis for self-assessment and benchmarking; to identify differences of criteria importance between the construction and the manufacturing industry (external alignment) in order to identify challenging areas on TQM when two organisations from the respective industries collaborate; and to compare the perspectives of project managers with those of quality management representatives (internal alignment) in order to identify challenging areas on an organisation's TQM caused by not aligned or contradicting perspectives. Design/methodology/approach - Questionnaire based in-depth interviews of GCC project managers and quality management representatives were analysed using a fuzzy analytical hierarchy process (AHP) to calculate the weights and subsequent ranking of seven quality criteria. Findings - When compared to the original weights of the MBNQA criteria, the 'results' criterion was found to be ranked the same. However, clear differences were identified regarding the criteria 'leadership' and 'measurement/analysis'. The differences between the two analysed industries were not significant, whereas project managers and quality management representatives have clearly differing views on all seven criteria. Originality/value - First, the analysed ranking of MBNQA quality criteria in the GCC countries gives organisations of the construction and the manufacturing industry a benchmark for comparison with their ranking of the MBNQA criteria. Second, clients may assume a common and hence strong basis for TQM when organisations belonging to the construction industry collaborate with organisations belonging to the manufacturing industry. Third, the organisations' internal communication between project managers and quality management representatives needs to be improved in order to pursue common TQM goals effectively.",
keywords = "Analytical hierarchy process, Baldrige, Fuzzy logic, GCC, Quality management, Self-assessment",
author = "Martin Jaeger and Desmond Adair and Sondus Al-Qudah",
year = "2013",
doi = "10.1108/17542731311299564",
language = "English",
volume = "25",
pages = "110--123",
journal = "TQM Journal",
issn = "1754-2731",
publisher = "Emerald Group Publishing Ltd.",
number = "2",

}

TY - JOUR

T1 - MBNQA criteria used in the GCC countries

AU - Jaeger, Martin

AU - Adair, Desmond

AU - Al-Qudah, Sondus

PY - 2013

Y1 - 2013

N2 - Purpose - Quality criteria of The Malcolm Baldrige National Quality Award (MBNQA) have been used as a standard for organisational self-assessment and benchmarking. The threefold purpose of this paper is: to analyse the individual weights of the MBNQA criteria for organisations of the construction and the manufacturing industry within the GCC (Gulf Cooperation Council) countries in order to create a basis for self-assessment and benchmarking; to identify differences of criteria importance between the construction and the manufacturing industry (external alignment) in order to identify challenging areas on TQM when two organisations from the respective industries collaborate; and to compare the perspectives of project managers with those of quality management representatives (internal alignment) in order to identify challenging areas on an organisation's TQM caused by not aligned or contradicting perspectives. Design/methodology/approach - Questionnaire based in-depth interviews of GCC project managers and quality management representatives were analysed using a fuzzy analytical hierarchy process (AHP) to calculate the weights and subsequent ranking of seven quality criteria. Findings - When compared to the original weights of the MBNQA criteria, the 'results' criterion was found to be ranked the same. However, clear differences were identified regarding the criteria 'leadership' and 'measurement/analysis'. The differences between the two analysed industries were not significant, whereas project managers and quality management representatives have clearly differing views on all seven criteria. Originality/value - First, the analysed ranking of MBNQA quality criteria in the GCC countries gives organisations of the construction and the manufacturing industry a benchmark for comparison with their ranking of the MBNQA criteria. Second, clients may assume a common and hence strong basis for TQM when organisations belonging to the construction industry collaborate with organisations belonging to the manufacturing industry. Third, the organisations' internal communication between project managers and quality management representatives needs to be improved in order to pursue common TQM goals effectively.

AB - Purpose - Quality criteria of The Malcolm Baldrige National Quality Award (MBNQA) have been used as a standard for organisational self-assessment and benchmarking. The threefold purpose of this paper is: to analyse the individual weights of the MBNQA criteria for organisations of the construction and the manufacturing industry within the GCC (Gulf Cooperation Council) countries in order to create a basis for self-assessment and benchmarking; to identify differences of criteria importance between the construction and the manufacturing industry (external alignment) in order to identify challenging areas on TQM when two organisations from the respective industries collaborate; and to compare the perspectives of project managers with those of quality management representatives (internal alignment) in order to identify challenging areas on an organisation's TQM caused by not aligned or contradicting perspectives. Design/methodology/approach - Questionnaire based in-depth interviews of GCC project managers and quality management representatives were analysed using a fuzzy analytical hierarchy process (AHP) to calculate the weights and subsequent ranking of seven quality criteria. Findings - When compared to the original weights of the MBNQA criteria, the 'results' criterion was found to be ranked the same. However, clear differences were identified regarding the criteria 'leadership' and 'measurement/analysis'. The differences between the two analysed industries were not significant, whereas project managers and quality management representatives have clearly differing views on all seven criteria. Originality/value - First, the analysed ranking of MBNQA quality criteria in the GCC countries gives organisations of the construction and the manufacturing industry a benchmark for comparison with their ranking of the MBNQA criteria. Second, clients may assume a common and hence strong basis for TQM when organisations belonging to the construction industry collaborate with organisations belonging to the manufacturing industry. Third, the organisations' internal communication between project managers and quality management representatives needs to be improved in order to pursue common TQM goals effectively.

KW - Analytical hierarchy process

KW - Baldrige

KW - Fuzzy logic

KW - GCC

KW - Quality management

KW - Self-assessment

UR - http://www.scopus.com/inward/record.url?scp=84874151320&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84874151320&partnerID=8YFLogxK

U2 - 10.1108/17542731311299564

DO - 10.1108/17542731311299564

M3 - Article

VL - 25

SP - 110

EP - 123

JO - TQM Journal

JF - TQM Journal

SN - 1754-2731

IS - 2

M1 - 17078097

ER -