Title: Studying the impact of total quality management in service industries

Authors: Faisal Talib, Zillur Rahman

Addresses: Mechanical Engineering Section, University Polytechnic, Aligarh Muslim University, Aligarh-202002, U.P., India. ' Department of Management Studies, Indian Institute of Technology, Roorkee-247667, U.Kh., India

Abstract: A large number of contemporary organisations across the globe are adopting total quality management (TQM) to satisfy and delight their customers. The need of the hour is to provide quality products and responsive services in order to gain competitive advantage and to enhance customer lifetime value. TQM requires creating a customer-centred culture in the service industry. Initiating and implementing a TQM program in most of the service system is a major task. It requires a thorough and systematic analysis of customer expectations, system processes and functions and defining and establishing quality parameters. The present study discusses and provides an overview of TQM implementation, its impact on different service industries and investigates the various critical success factors (CSFs), processes of TQM implementation and its effects on different service industries performance and, finally, analyses the impact of TQM in various service industries.

Keywords: TQM implementation; continuous improvement; customer satisfaction; service industries; critical success factors; CSF; quality products; responsive services; competitive advantage; lifetime value; customer-centred cultures; customer expectations; system processes; quality parameters; company performance; productivity; total quality management.

DOI: 10.1504/IJPQM.2010.034408

International Journal of Productivity and Quality Management, 2010 Vol.6 No.2, pp.249 - 268

Published online: 02 Aug 2010 *

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