Critical Success Factors of TQM in Service Organizations: A Proposed Model

Abstract

The successful implementation of total quality management (TQM) is often linked with the critical dimensions or critical success factors (CSFs) which are responsible for achieving effective results. The purpose of this study is to identify which CFSs are critical to TQM implementation and support service quality. The current study identifies nine CSFs from the extant literature that can help organizations to achieve business excellence. The study further proposes a model of organizational performance that can help managers to achieve organizational excellence and help them to maintain a fit with the changing environment. A possible sequence for implementation of this model is then presented.