Critical Success Factors of TQM in Service Organizations: A Proposed Model

Faisal Talib · Zillur Rahman

141 citations0/0 files storedServices Marketing Quarterly

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Quality and Supply Management Customer Service Quality and Loyalty Management Systems and Quality Improvement

Abstract

The successful implementation of total quality management (TQM) is often linked with the critical dimensions or critical success factors (CSFs) which are responsible for achieving effective results. The purpose of this study is to identify which CFSs are critical to TQM implementation and support service quality. The current study identifies nine CSFs from the extant literature that can help organizations to achieve business excellence. The study further proposes a model of organizational performance that can help managers to achieve organizational excellence and help them to maintain a fit with the changing environment. A possible sequence for implementation of this model is then presented.

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References

1995Total quality management as competitive advantage: A review and empirical study 1989An Instrument for Measuring the Critical Factors of Quality Management 1994A framework for quality management research and an associated measurement instrument 1996Development and Validation of TQM Implementation Constructs 1994MANAGEMENT THEORY AND TOTAL QUALITY: IMPROVING RESEARCH AND PRACTICE THROUGH THEORY DEVELOPMENT 1992INTEGRATED MANUFACTURING AND HUMAN RESOURCE MANAGEMENT: A HUMAN CAPITAL PERSPECTIVE.1996Identification of the Critical Factors of TQM*1994A THEORY OF QUALITY MANAGEMENT UNDERLYING THE DEMING MANAGEMENT METHOD

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