Title: The influence of TQM practices on supply chain collaboration: a proposed model for the service industry

Authors: Nathan Darmawan, Jia Jia Sim, Veeri Arumugam, Kim-Wai Chow

Addresses: Faculty of Computing and Information Technology, INTI University College, Persiaran Perdana BBN, Putra Nilai, 71800 Nilai, Negeri Sembilan, Malaysia. ' Faculty of Business & Finance, Universiti Tunku Abdul Rahman, Jalan University, Bandar Barat, 31900 Kampar, Perak, Malaysia. ' Faculty of Management, Multimedia University, Jalan Multimedia, 63100 Cyberjaya, Selangor, Malaysia. ' Loyal Engineering Sdn. Bhd., Lot 22851, Jalan Degong, 31900 Kampar, Perak Darul Ridzuan, Malayasia

Abstract: This study proposes a research framework of Total Quality Management (TQM) practices towards the supply chain collaboration level. The proposed model is based on the extensive literature review; this study develops a model of TQM practices that influence the supply chain collaboration level. The findings from this study would provide a basis for developing an advanced model of TQM towards the supply chain collaboration level. The organisations that would like to implement supply chain collaboration will be able to make managerial decision based on the TQM practices from this research. This study also makes a significant contribution by developing a model of TQM and supply chain collaboration in service industry. Furthermore, the organisations could use this framework to conduct a pre-test baseline measurement and periodically assess the effect of TQM practices.

Keywords: TQM; total quality management; supply chain collaboration; SCM; supply chain management; managerial decisions; pre-test baseline measurements; periodic assessments; economics; service industries; service quality management; developing nations; newly industrialised nations.

DOI: 10.1504/IJSEM.2011.037176

International Journal of Services, Economics and Management, 2011 Vol.3 No.1, pp.21 - 35

Published online: 30 Nov 2010 *

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