A systems approach to the implementation of total quality management

Abstract

Abstract Despite the widespread application of total quality management TQM in manufacturing and service industries both in the UK and abroad, the majority of these initiatives fail in the first few years The evidence that TQM initiatives quickly lose momentum and flounder is widespread and abundant. This study critically examines one manufacturing company's approach to TQM in practice, and explores the value of applying systems thinking to the implementation of such an initiative. The particular systems approach used was Checkland's soft systems methodology SSM , supported by the ideas of systems dynamics. This analysis highlighted the strengths and weaknesses of the company's current total quality programme and resulted in several recommendations for change. SSM proved to be an extremely valuable tool for investigating such implementation difficulties. We believe that this study demonstrates both the pressing need for a systems approach to the implementation of TQM and the potential of SSM as a specific systems approach for this application.