QUALITY MANAGEMENT AND PRACTICES Edited by Kim-Soon Ng Quality Management and Practices Edited by Kim-Soon Ng Published by InTech Janeza Trdine 9, 51000 Rijeka, Croatia Copyright © 2012 InTech All chapters are Open Access distributed under the Creative Commons Attribution 3.0 license, which allows users to download, copy and build upon published articles even for commercial purposes, as long as the author and publisher are properly credited, which ensures maximum dissemination and a wider impact of our publications. After this work has been published by InTech, authors have the right to republish it, in whole or part, in any publication of which they are the author, and to make other personal use of the work. Any republication, referencing or personal use of the work must explicitly identify the original source. As for readers, this license allows users to download, copy and build upon published chapters even for commercial purposes, as long as the author and publisher are properly credited, which ensures maximum dissemination and a wider impact of our publications. Notice Statements and opinions expressed in the chapters are these of the individual contributors and not necessarily those of the editors or publisher. No responsibility is accepted for the accuracy of information contained in the published chapters. The publisher assumes no responsibility for any damage or injury to persons or property arising out of the use of any materials, instructions, methods or ideas contained in the book. Publishing Process Manager Sasa Leporic Technical Editor Teodora Smiljanic Cover Designer InTech Design Team First published April, 2012 Printed in Croatia A free online edition of this book is available at www.intechopen.com Additional hard copies can be obtained from orders@intechopen.com Quality Management and Practices, Edited by Kim-Soon Ng p. cm. ISBN 978-953-51-0550-3 Contents Preface IX Section 1 Quality Concepts and Practices 1 Chapter 1 Quality Management System and Practices 3 Ng Kim-Soon Chapter 2 The Strategic Approach of Total Quality and Their Effects on the Public Organization 11 Luminita Gabriela Popescu Chapter 3 The Criticality of Quality Management in Building Corporate Resilience 31 Simmy Marwa Section 2 Quality Management Practices 51 Chapter 4 Quality Assurance for the POCT Systems 53 Luděk Šprongl Chapter 5 Quality Management and Medical Education in Saudi Arabia 67 Ali M. Al-Shehri Chapter 6 Service Quality Dimensions in the Banking Industry and Its Effect on Customer Satisfaction (Case Study) 87 Soleyman Iranzadeh and Farzam Chakherlouy Chapter 7 Organizational Service Orientation as a Quality Predicator in Services 101 Wieslaw Urban Chapter 8 The Case Studies of Using HR Practices for Improving SQ from Various Service Typologies 121 Jui-Min Li VI Contents Chapter 9 Chinese Tourists’ Satisfaction with International Shopping Centers: A Case Study of the Taipei 101 Building Shopping Mall 139 Shu-Mei Wang Section 3 Total Quality Practices to Quality Management 157 Chapter 10 Control Systems for Quality Management 159 Zulnaidi Yaacob Chapter 11 Using Total Quality Management Model to Face the Economic Crisis: The Case of Mercadona 179 Miguel Blanco Callejo Chapter 12 Implementation of Quality Systems in Sociotechnical Systems 199 Mercedes Grijalvo Chapter 13 The Relationship Between ISO 17025 Quality Management System Accreditation and Laboratory Performance 221 Esin Sadikoglu and Talha Temur Chapter 14 The Role of Person-Organization Fit in TQM: Influence of Values and Value Congruence on TQM Orientation 231 Alper Ertürk Preface This book comprises a collection of articles of reviews and research works from international professionals of various parts of the world. It encompasses practical approaches to quality management and begins with discussion of basic quality concepts to total quality management practices. This approach provides reader an understanding of basic quality to total quality practices in organization reflecting a systematic coverage of topics to cover the broad theme of this subject matter. The introductory part of the book explores the concepts of quality, quality management and its trend with an attempt in emphasizing on the strategic and criticality of quality management in an organization. Part I is on quality management system and practices, the strategic approach of total quality and criticality of quality management in building corporation. Part II focuses on quality management practices in organization covering topics on quality assurance, quality management, service quality dimensions, and other cases on approaches to improve quality including service orientation and human resource practices. Part III deals with total quality practices to quality management system. The topics covered are management control systems for quality management, examples of uses of practices of using total quality management, ISO 17025 Quality Management System accreditation and the role of person-organization fit in TQM. I wish to gratefully acknowledge the contributions of all the professionals and all individuals, thank all authors for their great contributions in finishing this book. The same goes to InTech Open Access Publisher who hosts this platform and encourages the knowledge sharing. Finally, thanks to the InTech Open Access Publisher Publishing Process Manager, Ms. Sasa Leporic for managing publication process of this book very well. Dr. Kim-Soon Ng University Tun Hussein Onn, Malaysia . of quality, quality management and its trend with an attempt in emphasizing on the strategic and criticality of quality management in an organization. Part I is on quality management system and. with total quality practices to quality management system. The topics covered are management control systems for quality management, examples of uses of practices of using total quality management, . records, improving processes and systems, and meeting customer’s requirements and expectations. Quality Management and Practices 8 Some recent themes in quality management that have become