Total Quality Management in Ghana: Critical Success Factors and Model for Implementation of a Quality Revolution

Abstract

In this study, the authors aim to identify the critical success factors and challenges of total quality management (TQM) implementation and propose a model for the successful implementation of a quality revolution in Ghana. The approach in this study was to review existing literature followed by case studies of 15 firms. Three employees (quality manager/director and any two “ordinary employees”) were interviewed to identify the critical success factors that would be appropriate for the implementation of a quality revolution in Ghana as well as the main challenges of quality management they face. Findings revealed that top management commitment, empowerment and involvement of employees, resource availability, competition and increased customer awareness, and a well-functioning quality network are the major factors that are critical and essential if any TQM program is to be successful. Three main problems—management resistance, employee resistance, and resource paucity—were identified as principal impediments to TQM programs.

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