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Identifying Best Quality Management Practices for Achieving Quality and Innovation Performance in the Forest Products Industry.

机译：确定最佳质量管理实践，以实现林产品行业的质量和创新绩效。

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摘要

In many business sectors today, the focus on quality as a competitive tool is being replaced by a focus on innovation. Research exploring connections between quality management, innovation, and company performance suggests that quality is 'necessary but insufficient' in today's business environment. In short, the question facing managers, particularly those in small firms, is how to adapt their quality management practices to achieve innovation performance in addition to quality performance.;To answer this question, West Coast U.S. forest products manufacturers were surveyed about quality management practices and performance with respect to both quality and innovation. Quality management practices were assessed following the systems perspective articulated by the Malcolm Baldrige National Quality Award. Data envelopment analysis was used to identify companies efficiently using quality management practices to lead to quality and/or innovation performance. Survey responses from the efficient firms were then analyzed via cluster analysis to identify two categories of firms: those achieving primarily quality outcomes and those achieving both quality and innovation outcomes. Executives from two firms in each category were interviewed to provide detail on the management practices used by the companies. Interview transcripts were examined to identify similarities and differences in practices between the two categories of firms.;Results suggest several specific areas of focus for firms wanting to adapt their quality management practices to achieve both quality and innovation performance. For example, firms focused on innovation proactively seek to identify and meet customers' needs whereas quality-focused firms primarily emphasize reacting to customer complaints. More specifically with respect to 'customer focus', firms focused on innovation emphasize convenience for their customers through practices such as standardizing product lines and providing product specifications on their websites. In contrast, neither quality-focused firm had a website. These firms were at their production capacity (at least prior to the recession) and viewed websites strictly as a means to attract new business rather than as a service to existing customers. Also with regards to customer focus, firms focused on innovation sought to generate new business -- not just for their company, but for their customers as well. Beyond customer focus, firms focused on innovation provide employees with opportunities to help the organization implement changes. With respect to benchmarking, firms focused on innovation actively sought to measure their performance against the 'best practice' in the industry; firms focused primarily on quality performance demonstrated little if any emphasis on benchmarking. Finally, there were apparent overarching and hence cultural differences between the two categories of firms -- firms focused on innovation were more proactive, strategic, and willing to take risk; in addition, these firms discussed innovation as the means to improve product quality, reduce costs, or attract new customers. By contrast, the quality-focused firms were reactive, conservative, and risk-averse; these firms discussed innovation primarily as 'technology' without reference to potential linkages to company performance.
机译：在当今的许多业务领域，对质量作为竞争工具的关注已被对创新的关注取代。对质量管理，创新和公司绩效之间的联系进行探索的研究表明，在当今的商业环境中，质量是“必要但不足的”。简而言之，经理们，尤其是小公司的经理们面临的问题是，除了质量绩效外，如何调整质量管理实践以实现创新绩效。为了回答这一问题，美国西海岸林产品制造商接受了质量管理实践调查。质量和创新方面的表现。质量管理实践是根据Malcolm Baldrige国家质量奖阐明的系统角度进行评估的。数据包络分析用于通过质量管理实践来有效地识别公司，以提高质量和/或创新绩效。然后，通过聚类分析对来自高效企业的调查回复进行分析，以识别出两类企业：主要实现质量成果的企业和同时实现质量和创新成果的企业。每个类别的两家公司的高管都接受了采访，以详细介绍公司所使用的管理实践。检查了访谈笔录，以发现两类公司之间在实践上的异同。结果表明，希望调整质量管理实践以实现质量和创新绩效的公司关注的几个特定领域。例如，专注于创新的公司会主动寻求识别并满足客户需求，而注重质量的公司则主要强调对客户投诉做出反应。更具体地说，在“以客户为中心”方面，专注于创新的公司通过标准化产品线和在其网站上提供产品规格之类的做法，为客户提供便利。相反，没有一家注重质量的公司都没有网站。这些公司（至少在经济衰退之前）处于生产能力，并且严格地将网站视为吸引新业务的一种手段，而不是为现有客户提供的服务。同样在以客户为中心的问题上，专注于创新的公司寻求创造新业务-不仅为公司，还为客户。除了以客户为中心之外，专注于创新的公司还为员工提供了帮助组织实施变革的机会。在基准测试方面，专注于创新的公司积极寻求根据行业“最佳实践”来衡量其绩效。主要关注质量绩效的公司几乎没有表现出对基准的重视。最后，两类公司之间存在明显的总体差异，因此在文化上也存在差异。专注于创新的公司更加主动，更具战略性并且愿意冒险；此外，这些公司将创新视为提高产品质量，降低成本或吸引新客户的手段。相比之下，注重质量的公司是被动的，保守的和规避风险的。这些公司主要将创新作为“技术”来讨论，而不涉及与公司绩效的潜在联系。

著录项

  • 作者

    Leavengood, Scott Allen.;

  • 作者单位

    Portland State University.;

  • 授予单位 Portland State University.;
  • 学科 Business Administration Management.;Engineering Industrial.
  • 学位 Ph.D.
  • 年度 2011
  • 页码 302 p.
  • 总页数 302
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

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