Description

Eight quality management practices were identified by the authors: customer focus, employee relations, management leadership, process management, product/service design, quality data and reporting, supplier quality management, and training.

Items

• Specific work-skills training (technical and vocational) given to hourly employees throughout the organization. (0.79)
• Quality-related training given to hourly employees throughout the organization. (0.91)
• Quality-related training given to managers and supervisors throughout the organization. (0.89)

All items were adapted from Saraph et al. (1989).

Source

• Kaynak/Hartley (2008): A replication and extension of quality management into the supply chain. Journal of Operations Management, Vol. 26, No. 4, pp. 468–489.

Related Scales

• Employee training