TQM: terrific quality marvel or tragic quality malpractice?

Bjarne Bergquist · Maria Fredriksson

40 citations0/0 files storedThe TQM Journal

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Quality and Supply Management Quality and Management Systems Management Systems and Quality Improvement

Abstract

Purpose Total quality management has seen a tremendous rise of popularity in the 1980s and 1990s. Aims to question the effectiveness, utility and use of TQM among many people – practitioners, as well as academics. Design/methodology/approach Discusses the lack of common interpretations of TQM based on literature study. The answer to the question whether TQM is a marvel or malpractice depends on several factors, for instance, in what kinds of organizations TQM is applied, what interpretation of TQM is made, and what input the theorists and practitioners have, i.e. their earlier environment, culture and values. Often respondents and opponents use the same word but mean different things. Findings TQM should not be rejected as a whole if one or even, many applications fail. TQM should, however, be applied with considerable consideration of the specifics of the target organization, the purpose of the organization, and the purpose of applying TQM. Originality/value The paper emphasizes the lack of common interpretations of TQM.

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References

1982Out of the Crisis 1992A National Customer Satisfaction Barometer: The Swedish Experience 1966Aspects of Scientific Explanation.2004The One Number You Need to Grow 2003The one number you need to grow.1995Total Quality Management: Empirical, Conceptual, and Practical Issues 2004The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services 2002The mismanagement of customer loyalty.

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2014Quality management in heavy duty manufacturing industry: TQM vs. Six Sigma 2020Have the Reports of TQM’s Death Been Greatly Exaggerated? A Re-Examination of the Concept’s Historical Popularity Trajectory 2008Conceptualisation of Total Six Sigma Function Deployment through literature snapshots 2023How The TQM Journal has addressed “quality”: a literature review using bibliometric analysis

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