Sustaining business excellence through a framework of best practices in TQM

Abstract

Most organizations recognize that total quality management (TQM) is important but many do not know where to begin or how to sustain it in the long run. There are many examples of organizations that have successfully implemented quality management but there are also as many organizations that have failed in their implementations and perhaps many more that hesitate to embark on the quality journey. In fact, the growth and adoption of TQM in companies have to be facilitated increasingly by national governments. National governments are increasingly playing an active role in promoting and encouraging organizations to embrace TQM practices. Many countries have established national quality awards or business excellence awards to recognize deserving companies. Presents an excellence model for implementing and sustaining business excellence through a structured approach in implementing some of the best practices in TQM found in national quality award winners. Hopes that such a model would guide aspiring organizations in their quality journey. Develops the model using a case study approach on four past winners of the Singapore Quality Award.