Total quality management—the critical success factors

Abstract

This article examines the key elements of TQM and the critical factors that influence the TQM implementation process. An extensive literature survey suggests that there are eight critical TQM factors. A survey was carried out to evaluate the experiences of a range of organizations against the identified critical factors. The survey indicated that the eight critical factors can be arranged in a hierarchy of criticality. Management behaviour is the most important critical factor.

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