Abstract
Examines the factors which underpin the success of total quality management (TQM) initiatives. Uses data drawn from an in‐ depth, longitudinal case study of British Steel Teesside Works. Provides information on the background to the case study and an overview of the historical development of TQM. Evaluates TQM’s contribution to organizational success against five main criteria: health and safety; environment; efficiency; supplier management; and changing organizational culture and employee attitudes. Concludes by discussing the key factors in the sustaining of TQM in the case organization.
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