Applying the Malcolm Baldrige National Quality Award criteria: an approach to strengthen organisational memory and process innovation

Abstract

The paper aims to establish a theoretical framework to investigate the relationships between total quality management (TQM) practices, organisational memory (OM) and process innovation (PI). To construct the model, the theory of TQM and of both OM and PI are established as starting points. Through the extensive review of past literature, the integrated conceptual model linking TQM with both OM and PI was constructed. Six TQM practices based on the Malcolm Baldrige National Quality Award (MBNQA) criteria formed the independent construct for this study. The model based on the MBNQA criteria with respect to OM and PI provides a basis for assessing the effectiveness of such a framework on both OM and PI. Given that OM and PI are essential for a firm's survival, it is essential for managers to devote their time and effort to identifying the most effective TQM framework, so that both OM and PI can be enhanced. As such, this model proved to be both beneficial and valuable. The proposed theoretical model provides greater insights into analysing the tridimensional relationships between TQM, OM and PI, in which TQM acts as an independent variable on both OM and PI. The design stands in contrast to other research as OM is investigated as the mediating factor between TQM and PI.