Leveraging concepts of Knowledge Management with Total Quality Management: case studies in the service sector

Abstract

The exponential growth of Knowledge Management (KM) and Total Quality Management (TQM) methods are studied within modern service-based organisations in the Pittsburgh area to examine their means for arriving at sustainable competitive advantage. Specific case studies of relatively large service companies were selected due in part to their special features of knowledge-based TQM initiatives and implementations. A combination of personal interviews of middle-to-upper management and employees was used to gather perceptions of recent KM and TQM-based initiatives. Examples of tools and practices on managing knowledge workers and applying technological tools to assist with quality-assurance strategies were discussed.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 16 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.