Survey on the usage of total quality management tools and techniques in Indian service industries: an empirical analysis

Abstract

This study focuses on the state of usage of quality tools and techniques in Indian service industries. To achieve this objective, a comprehensive instrument was constructed and distributed to select Indian service companies. The usage of quality tools and techniques was surveyed and then analysed. The study sample consists of a group of 172 selected Indian service companies from various industries like healthcare, information and communication technology (ICT), banking, and hospitality. The survey findings revealed that usage of tools and techniques for quality improvement in Indian service companies is low and majority of the Indian service industries implement easiest and simple to use quality tools and techniques. The survey also showed some areas for further improvement like usage of advanced and complex quality tools such as 5-’S’, Pareto analysis, Kaizen activities, and business process reengineering (BPR) which are barely used. Further, some managerial implications and future scope of this study are also reported at the end.