Abstract
To date, little research has examined the role and impact of managers on the success of total quality management (TQM) programmes. Evaluations of TQM initiatives have been based on ad hoc surveys rather than longitudinal research designs. This paper presents the results of a cohort of 113 TQM programmes over a five‐year period. It highlights the impact of the softer elements of TQM, such as senior management commitment and employee involvement, on programme outcomes. We conclude that senior managers’ involvement, understanding and customer focus are essential antecedents of TQM success. These findings have important implications for strategic management, leadership and training in TQM organisations.
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