Total quality management in small well-established service businesses
by B.P. Lingaraj, Joseph N. Khamalah
International Journal of Services Technology and Management (IJSTM), Vol. 5, No. 5/6, 2004

Abstract: This paper discusses the findings of a survey of managerial perceptions regarding total quality management practices in small well-established service organisations in the USA. Areas covered include TQM deployment, tools used, successes, failures, benefits, and problems encountered. The findings show that although the majority of the businesses aspire towards TQM, only a minority have actually implemented a formal TQM programme. An even smaller proportion engages in quality-enhancing activities and rewards employees for successful quality performance. Parallels are drawn with earlier studies on quality deployment in other sectors and the strategic implications are considered.

Online publication date: Sun, 13-Feb-2005

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