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A study of performance measures and quality management system in small and medium enterprises in India

机译：印度中小企业绩效措施与质量管理体系研究

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摘要

Purpose - The paper aims to identify causality amongst small and medium enterprises' (SMEs') performance indicators, propose an integrated index of business performance and quality practices and investigate the effect of quality management system (QMS) on business performance. Design/methodology/approach - This study proposes a two-stage approach. In the first stage, the authors gathered responses with a questionnaire on variables affecting business performance and identified dimensions using exploratory and confirmatory factor analyses. Path analysis was carried out to identify causality between the dimensions. In the next stage, the validation of stage 1 findings was carried out to substantiate the proposition that QMS affects performance. Questionnaire survey and in-depth interviews were conducted during the second stage. The analysis was done following the case study protocol - within- and cross-case analysis and validated with supportive and conflicting literature. Findings - The results show that the employee - dimension is crucial to process effectiveness, customer satisfaction and finances. Customer satisfaction results from employee satisfaction and processes. QMS impacts processes and employee performance, thus establishes the causality between business performance factors and QMS. QMS impacts finances in the short run but yields long-term benefits and is dependent on two factors - degree of knowledge of quality practices and its application in business. Originality/value - This study reveals the performance dimensions of SMEs, their causality and the impact of QMS on performance. It suggests a shift from traditional approaches, correcting defects using statistical quality control approaches, to a sustainable growth path - a long-term approach. This study puts forward two associated indices - the business performance and the knowledge of quality practices and its application index.
机译：目的 - 论文旨在识别中小企业（中小企业）绩效指标中的因果关系，提出了综合业务绩效和质量实践指标，并调查了质量管理体系（QMS）对业务绩效的影响。设计/方法/方法 - 本研究提出了一种两级方法。在第一阶段，作者收集了对影响业务绩效的变量调查问卷的响应，并使用探索性和确认因素分析确定维度。进行路径分析以识别尺寸之间的因果关系。在下一阶段，进行了第1阶段调查结果的验证，以证实QMS影响性能的命题。在第二阶段进行问卷调查和深入访谈。在案例研究方案遵循和跨案例分析和跨案例分析并验证了分析，并以支持性和冲突的文献验证。调查结果 - 结果表明，员工维度对于处理效力，客户满意度和财务至关重要。客户满意度来自员工满意度和过程。 QMS会影响流程和员工绩效，从而建立业务绩效因素与QMS之间的因果关系。 QMS在短期内影响财务状况，但产生长期福利，取决于两个因素 - 质量实践知识程度及其在业务中的应用程度。原创性/值 - 本研究揭示了中小企业的性能维度，其因果关系和QMS对性能的影响。它建议从传统方法，纠正使用统计质量控制方法的缺陷转变为可持续增长路径 - 长期方法。本研究提出了两个相关指标 - 业务绩效以及质量实践的知识及其应用指标。

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