PARETO ANALYSIS OF TOTAL QUALITY MANAGEMENT FACTORS CRITICAL TO SUCCESS FOR SERVICE INDUSTRIES

Faisal Talib · Zillur Rahman

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Quality and Supply Management Management and Optimization Techniques Management Systems and Quality Improvement

Abstract

Total quality management (TQM) is an integrated management approach that aim to continuously improve the performance of products, processes, and services to achieve and surpass customer's expectations. To accomplish this objective, some key factors that contribute to the success of TQM efforts are to be identified. These key factors are often termed as critical success factors (CSFs). The purpose of the present study is to identify and propose a list of "vital few" TQM CSFs for the benefit of researchers and service industries practitioners. A quality tool "Pareto analysis" was used to sort and arrange the CSFs according to the order of criticality. A few vital CSFs were identified and reported. The results of this study will help in successful implementation of TQM program in organizations. The managerial implications, research recommendations, and scope for future research work are presented in the end.

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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 2003The relationship between total quality management practices and their effects on firm performance 1996Development and Validation of TQM Implementation Constructs 1995The Impact of Quality Management Practices on Performance and Competitive Advantage 2001Relationships between implementation of TQM, JIT, and TPM and manufacturing performance 1996Identification of the Critical Factors of TQM*

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2019Comparative Analysis of Factors for Supplier Selection and Monitoring: The Case of the Automotive Industry in Thailand 2016IDENTIFICATION OF A SET OF APPROPRIATE CRITICAL SUCCESS FACTORS (CSFS) FOR SUCCESSFUL TQM IMPLEMENTATION IN CONSTRUCTION, AND OTHER INDUSTRIES.2016Factors related to supply chain network members in SMEs 2015Identification of total quality management enablers and information technology resources for ICT industry: a Pareto analysis approach

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