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Total quality management (TQM), ISO 9000, the Capability Maturity Model standards, and the consequent operational-performance indicators of organizations are of interest to researchers as well as the business community. An empirical study addressing these issues is presented in this article. The study, probably the first of its kind in the software industry, is conducted in India. Results of the study indicate that quality certifications help the implementation of quality management programs based on TQM principles, and that the quality certifications hare an impact on operational performance.
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