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Year 2019, Volume: 6 Issue: 10, 103 - 116, 22.12.2019

Abstract

References

  • Akhtar, S., Zameer, H., & Saeed, R. (2014). Impact of total quality management on the performance of service organizations in Pakistan. International Journal of Academic Research in Economics and Management Sciences, 3(6), 109. Ažman, S., & Gomišček, B. (2015). Functional Form of Connections Between Perceived Service Quality, Customer Satisfaction and Customer Loyalty in the Automotive Servicing Industry. Total Quality Management & Business Excellence, 26(7-8), 888-904. Bandyopadhyay, P. K., & Leonard, D. (2019). Business Excellence Models and the Plight of Contract Workers. In Responsibility and Governance. Springer,183-195. Deloitte. (2014). Driving Business Growth and Operational Excellence: Delivering Automotive Shareholder Value Through M&A. Dermol, V., & Sachakamol, P. (2016). The Importance of Communication and Internalization of Organizational Values, Company Mission, and Vision. In Managing Innovation and Diversity in Knowledge Society Through Turbulent Time: Proceedings of the MakeLearn and TIIM Joint International Conference 2016 (pp. 1013-1021). Ebel, K. E. (2019). Achieving Excellence in Business: A Practical Guide on the Total Quality Transformation Process. Routledge. Farner, S., Luthans, F., & Sommer, S. M. (2001). An Empirical Assessment of Internal Customer Service. Managing Service Quality: An International Journal, 11(5), 350-358. Fundin, A. P., & Bergman, B. L. (2003). Exploring the customer feedback process. Measuring Business Excellence, 7(2), 55-65. Ghicajanu, M., Irimie, S., Marica, L., & Munteanu, R. (2015). Criteria for Excellence in Business. Procedia Economics and Finance, 23, 445-452. Gunasekaran, A., Putnik, G. D., Bennett, D., & O'Kane, J. (2006). Achieving Business Excellence Through Synchronous Supply in the Automotive Sector. Benchmarking: An International Journal, 13(1/2), 12-22. Hardjono, T. W., & Van Marrewijk, M. (2001). The Social Dimensions of Business Excellence. Corporate Environmental Strategy, 8(3), 223-233. Ivančić, V., Mencer, I., Jelenc, L., & Dulčić, Ž. (2017). Strategy implementation–external environment alignment. Management: Journal of Contemporary Management Issues, 22 (Special Issue), 51-67. Jaeger, A. (2017). Achieving Business Excellence Through Self-Assessment for Personal and Professional Excellence. Total Quality Management & Business Excellence, 29(13-14), 1612-1632. Janjić, V., Todorović, M., Bogićević, J. (2019). Kanji's Integrated Model for Measuring Business Excellence, TEME, 241-256. Jun, M., & Cai, S. (2010). Examining the Relationships Between Internal Service Quality and its Dimensions, and Internal Customer Satisfaction. Total Quality Management, 21(2), 205-223. Kanji, G. K. (1998). Measurement of Business Excellence. Total Quality Management, 9(7), 633-643. KPMG (2014). Investing in the future: How megatrends are reshaping the future of the investment management industry, https://assets.kpmg/content/dam/kpmg/pdf/2015/04/investing-in-the-future.pdf Lasrado, F., & Pereira, V. (2018). Achieving Sustainable Business Excellence: The Role of Human Capital. Springer. Mann, R., Mohammad, M., & Agustin, T. (2012). Understanding Business Excellence–An Awareness Guide for SMEs. 1-20. Masrom, N. R., Rasi, R. Z. R. M., & Daut, B. A. T. (2017). The Impact of Business Excellence on Operational Performance among Halal Certified Food Manufacturers in Malaysia. In MATEC Web of Conferences, 135(41), 1-11. Metaxas, I. N., & Koulouriotis, D. E. (2019). Business Excellence Measurement: A Literature Analysis (1990–2016). Total Quality Management & Business Excellence, 30(11-12), 1189-1218. Özbozkurt, O. B. (2019a). Premium Segment Otomotiv Sektöründe Stratejik Liderlik: Porsche, Mercedes-Benz ve Audi Bayi Yöneticileri Üzerine Bir Araştırma. Current Debates on Social Sciences, Human Studies 2: Law, Political Sciences and Economy, Bilgin Kültür Sanat Yayınları, 158-174. Özbozkurt, O. B. (2019b). Liderliğin Yeni Paradigması: Stratejik Liderlik, 3. Uluslararası Eğitim Bilimleri ve Sosyal Bilimler Sempozyumu Bildiri Kitapçığı, 1047-1055. Pehlivanoğlu, F., & Riyanti, R. (2018). Macroeconomic Effect on the Automobile Sales in Top Four Automobile Production Countries. Kocaeli Üniversitesi Sosyal Bilimler Dergisi, (35) , 139-161. Porter, L., & Tanner, S. (2012). Assessing Business Excellence. Routledge. ISBN: 978-0-7506-5517-0. Rawlins, B. R. (2008). Measuring the relationship between organizational transparency and employee trust. Public Relations Journal, 2(2). SAI Global. (2007). The Business Excellence Framework, Sai Global Limited, Australia. Storbacka, K. (2004). Create your Future by Investing in Customers. Velocity TM, 6(1), 19-25. Toma, S. G., & Naruo, S. (2017). Total Quality Management and Business Excellence: The Best Practices at Toyota Motor Corporation. Amfiteatru Economic Journal, 19(45), 566-580. Ulusoy, G. (2000). Moving Forward: Assessment of Competitive Strategies and Business Excellence in the Turkish Manufacturing Industry: A Benchmarking Study. TÜSİAD Competitive Strategies Series-6. Vartiak, L., & Jankalova, M. (2017). The Business Excellence Assessment. Procedia engineering, 192, 917-922. Veselova, A. (2019). Improvement Possibilities of the European Business Excellence Model. Economic and Social Development: Book of Proceedings, 436-446. Wahab, N. A., & Yaakub, N. A. (2018). Reinforcing Workforce Pillar in Business Excellence. Journal of ILMI, 8(1), 109-126. Zdrilić, I., & Dulčić, Ž. (2016). Business Excellence as a Success Factor for the Performance of Large Croatian Enterprises. Management: Journal of Contemporary Management Issues, 21(1), 145-162. www.enterprisesg.gov.sg/-/media/esg/files/quality-and-standards/business-excellence/be_framework_for_the_public_sector_interpretation_guide.pdf?la=en, Business Excellence Framework: Public Sector Interpretation Guide 2019, Date retrieved: 13.09.2019. www.volkswagenag.com/en/group.html, Date Retrieved: 09.07.2019.

ACHIEVING BUSINESS EXCELLENCE WITHIN THE AUTOMOTIVE INDUSTRY: A QUALITATIVE STUDY ON A VOLKSWAGEN RETAILER

Year 2019, Volume: 6 Issue: 10, 103 - 116, 22.12.2019

Abstract

Recently, organizations have begun to improve their emphasis on service quality and organizational sustainability owing to the hyper-competitive business processes and conditions. In this frame, organizations, regardless of its business orientation, strive for achieving organizational goals and exploring new and different ways to make a profit. Therefore, business excellence, which is appropriately described as simultaneous satisfaction of both customers, employers, business partners, and stakeholders, has been drawn attention to gain prestige and achieve success for organizations particularly actors within the automotive industry. From this point, considering the business excellence that concentrates on abilities, practices, and engaging with the customers within the automotive industry, the present study aims at contributing the related literature and examining the business excellence practices in Volkswagen’s Mersin retailer and for this purpose, the in-depth interview has been conducted with retailer’s sales manager. Besides, the data obtained from the in-depth interview, has been analyzed by using qualitative analysis programme “NVivo 12”. As a result of the analysis, it has been seen that the fundamental themes respectively consist of leadership, customer focus, people (internal customer) focus, organizational learning, innovation and improvement, strategic alignment, partnership development, and fact-based processes management.

References

  • Akhtar, S., Zameer, H., & Saeed, R. (2014). Impact of total quality management on the performance of service organizations in Pakistan. International Journal of Academic Research in Economics and Management Sciences, 3(6), 109. Ažman, S., & Gomišček, B. (2015). Functional Form of Connections Between Perceived Service Quality, Customer Satisfaction and Customer Loyalty in the Automotive Servicing Industry. Total Quality Management & Business Excellence, 26(7-8), 888-904. Bandyopadhyay, P. K., & Leonard, D. (2019). Business Excellence Models and the Plight of Contract Workers. In Responsibility and Governance. Springer,183-195. Deloitte. (2014). Driving Business Growth and Operational Excellence: Delivering Automotive Shareholder Value Through M&A. Dermol, V., & Sachakamol, P. (2016). The Importance of Communication and Internalization of Organizational Values, Company Mission, and Vision. In Managing Innovation and Diversity in Knowledge Society Through Turbulent Time: Proceedings of the MakeLearn and TIIM Joint International Conference 2016 (pp. 1013-1021). Ebel, K. E. (2019). Achieving Excellence in Business: A Practical Guide on the Total Quality Transformation Process. Routledge. Farner, S., Luthans, F., & Sommer, S. M. (2001). An Empirical Assessment of Internal Customer Service. Managing Service Quality: An International Journal, 11(5), 350-358. Fundin, A. P., & Bergman, B. L. (2003). Exploring the customer feedback process. Measuring Business Excellence, 7(2), 55-65. Ghicajanu, M., Irimie, S., Marica, L., & Munteanu, R. (2015). Criteria for Excellence in Business. Procedia Economics and Finance, 23, 445-452. Gunasekaran, A., Putnik, G. D., Bennett, D., & O'Kane, J. (2006). Achieving Business Excellence Through Synchronous Supply in the Automotive Sector. Benchmarking: An International Journal, 13(1/2), 12-22. Hardjono, T. W., & Van Marrewijk, M. (2001). The Social Dimensions of Business Excellence. Corporate Environmental Strategy, 8(3), 223-233. Ivančić, V., Mencer, I., Jelenc, L., & Dulčić, Ž. (2017). Strategy implementation–external environment alignment. Management: Journal of Contemporary Management Issues, 22 (Special Issue), 51-67. Jaeger, A. (2017). Achieving Business Excellence Through Self-Assessment for Personal and Professional Excellence. Total Quality Management & Business Excellence, 29(13-14), 1612-1632. Janjić, V., Todorović, M., Bogićević, J. (2019). Kanji's Integrated Model for Measuring Business Excellence, TEME, 241-256. Jun, M., & Cai, S. (2010). Examining the Relationships Between Internal Service Quality and its Dimensions, and Internal Customer Satisfaction. Total Quality Management, 21(2), 205-223. Kanji, G. K. (1998). Measurement of Business Excellence. Total Quality Management, 9(7), 633-643. KPMG (2014). Investing in the future: How megatrends are reshaping the future of the investment management industry, https://assets.kpmg/content/dam/kpmg/pdf/2015/04/investing-in-the-future.pdf Lasrado, F., & Pereira, V. (2018). Achieving Sustainable Business Excellence: The Role of Human Capital. Springer. Mann, R., Mohammad, M., & Agustin, T. (2012). Understanding Business Excellence–An Awareness Guide for SMEs. 1-20. Masrom, N. R., Rasi, R. Z. R. M., & Daut, B. A. T. (2017). The Impact of Business Excellence on Operational Performance among Halal Certified Food Manufacturers in Malaysia. In MATEC Web of Conferences, 135(41), 1-11. Metaxas, I. N., & Koulouriotis, D. E. (2019). Business Excellence Measurement: A Literature Analysis (1990–2016). Total Quality Management & Business Excellence, 30(11-12), 1189-1218. Özbozkurt, O. B. (2019a). Premium Segment Otomotiv Sektöründe Stratejik Liderlik: Porsche, Mercedes-Benz ve Audi Bayi Yöneticileri Üzerine Bir Araştırma. Current Debates on Social Sciences, Human Studies 2: Law, Political Sciences and Economy, Bilgin Kültür Sanat Yayınları, 158-174. Özbozkurt, O. B. (2019b). Liderliğin Yeni Paradigması: Stratejik Liderlik, 3. Uluslararası Eğitim Bilimleri ve Sosyal Bilimler Sempozyumu Bildiri Kitapçığı, 1047-1055. Pehlivanoğlu, F., & Riyanti, R. (2018). Macroeconomic Effect on the Automobile Sales in Top Four Automobile Production Countries. Kocaeli Üniversitesi Sosyal Bilimler Dergisi, (35) , 139-161. Porter, L., & Tanner, S. (2012). Assessing Business Excellence. Routledge. ISBN: 978-0-7506-5517-0. Rawlins, B. R. (2008). Measuring the relationship between organizational transparency and employee trust. Public Relations Journal, 2(2). SAI Global. (2007). The Business Excellence Framework, Sai Global Limited, Australia. Storbacka, K. (2004). Create your Future by Investing in Customers. Velocity TM, 6(1), 19-25. Toma, S. G., & Naruo, S. (2017). Total Quality Management and Business Excellence: The Best Practices at Toyota Motor Corporation. Amfiteatru Economic Journal, 19(45), 566-580. Ulusoy, G. (2000). Moving Forward: Assessment of Competitive Strategies and Business Excellence in the Turkish Manufacturing Industry: A Benchmarking Study. TÜSİAD Competitive Strategies Series-6. Vartiak, L., & Jankalova, M. (2017). The Business Excellence Assessment. Procedia engineering, 192, 917-922. Veselova, A. (2019). Improvement Possibilities of the European Business Excellence Model. Economic and Social Development: Book of Proceedings, 436-446. Wahab, N. A., & Yaakub, N. A. (2018). Reinforcing Workforce Pillar in Business Excellence. Journal of ILMI, 8(1), 109-126. Zdrilić, I., & Dulčić, Ž. (2016). Business Excellence as a Success Factor for the Performance of Large Croatian Enterprises. Management: Journal of Contemporary Management Issues, 21(1), 145-162. www.enterprisesg.gov.sg/-/media/esg/files/quality-and-standards/business-excellence/be_framework_for_the_public_sector_interpretation_guide.pdf?la=en, Business Excellence Framework: Public Sector Interpretation Guide 2019, Date retrieved: 13.09.2019. www.volkswagenag.com/en/group.html, Date Retrieved: 09.07.2019.
There are 1 citations in total.

Details

Primary Language English
Journal Section Makaleler
Authors

Mehmet İnce

Onur Başar Özbozkurt

Publication Date December 22, 2019
Published in Issue Year 2019 Volume: 6 Issue: 10

Cite

APA İnce, M., & Özbozkurt, O. B. (2019). ACHIEVING BUSINESS EXCELLENCE WITHIN THE AUTOMOTIVE INDUSTRY: A QUALITATIVE STUDY ON A VOLKSWAGEN RETAILER. Avrasya Sosyal Ve Ekonomi Araştırmaları Dergisi, 6(10), 103-116.