A Study on TQM Development, Performance and Sustenance in Service Industries through Effective Communication, Critical Success Factors and Market Orientation
Suneet Mehta,"A Study on TQM Development, Performance and Sustenance in Service Industries through Effective Communication, Critical Success Factors and Market Orientation", VIVA-IJRI Volume 1, Issue 4, Article 55, pp. 1-6, 2021. Published by Computer Engineering Department, VIVA Institute of Technology, Virar, India.
Total Quality Management (TQM) is a management philosophy which focuses on customer satisfaction by improving the organisation performance through co-ordination of various processes in all the business units. The purpose of TQM is to provide quality product or service to the customer which in turn provides increased productivity at low cost. TQM is applicable to all manufacturing and service industries. It operates on the principle that cost of prevention is less than the cost of correction. This study focuses on TQM development, performance and sustenance in service industries through effective communication, critical success factors and market orientation. It examines the quality improvement through effective employee communication and the relationship between CSFs and company performance. The study suggests Deming’s Plan-Do-Study-Act (PDSA) cycle-based approach to develop and sustain TQM. It articulates the relationship between TQM and market orientation, in terms of both elements (practices) and performance. The study investigates the reasons for TQM failures and proposes guidelines for successful implementation of TQM.
Critical Success Factors (CSFs), Effective Communication, Market Based Quality, PDSA, TQM Failures, and TQM Implementation.
- E. Allen and R. Brady, “Total quality management, organisational commitment, perceived organisational support and intraorganisational communication”, Management Communication Quarterly, 10(3), 1997, 316-41.
- S. A. Brah, J. L. Wong and B. M. Rao, TQM and business performance in the service sector, International Journal of Operations and Production Management, 20(11), 2000, 1293-1312.
- F. Talib. et al., Total Quality Management in Service Sector: A Literature Review, International Journal of Business Innovation and Research, 6(3), 2012, 259-301.
- D.C. Barnlund, A transactional model of communication (Boston, MA: Pearson Education, Inc., 2008)
- Roy M. Berko, et al., Communicating (Boston, MA: Pearson Education, Inc., 2010).
- A. Seetharaman, et al., Critical Success Factors of Total Quality Management (Boston, MA: Pearson Education, Inc., 2006).
- C. Narver John and F. Slater, “The Effect of a Market Orientation on Business Profitability,” Journal of Marketing, 54 (10), 1990, 20-35.
- M. A. Idris and M. Zairi, Sustaining TQM: A Synthesis of Literature and Proposed Research Framework, Total Quality Management & Business Excellence, 17(9), 2006, 1245–1260.
- R.P. Mohanty and R.P. Lakme, Factors affecting TQM implementation: An empirical study in Indian Industry, Production planning & control, 9(5), 1998, 511– 520.