The Key Success Factors of Total Quality Management Implementation in State-Owned Enterprise

Abstract

ABSTRACT The purpose of this paper is to analyse the key success factors of total quality management (TQM) in state-owned enterprises (SOEs). To achieve the target of this research, the methodology is based on an explanatory study through an interview guide to generate specific items; and a quantitative approach using a self-administrated questionnaire. Using multiple linear regression, the results confirm that the successful TQM implementation requires a culture of trust, loyalty, good communication, and social cohesion. The findings confirm that leaders who involve employees in a TQM system succeed its implementing and fulfilling its objectives. However, the lack of knowledge of TQM tools and practices in SOEs makes the public service’s quality just an ephemeral management trend reserved only for private firms.