Quality management (QM) has often been advocated as being universally applicable to organizations. This is in contrast with the manufacturing strategy contingency approach of operations management (OM) which advocates internal and external consistency between manufacturing strategy choices. This article investigates, using the case-study method, whether customer focus practices—a distinctive su...

This work aims to assess human resource factors and best practices in small and medium enterprises (SMEs). The human resources (HR) components considered in this paper are organizational structure, personnel training and promotion, and organizational culture. To achieve the objective of this study a combination of inclusive literature review, visits, interviews, observations and a survey of 100...