Towards a contingency theory of TQM in services ‐ How implementation varies on the basis of volume and variety

Abstract

This paper explores differences in the implementation of total quality management (TQM) in different types of service process, using a typology which distinguishes between services positioned along the continua of volume and variety. A case‐study‐based analysis of the implementation of six core TQM precepts was conducted to explore differences in implementation between professional (low volume, customised) services, mass (high volume, standardised) services and service shops (positioned midway on the continua). The study revealed some significant differences in the maturity of TQM implementation in the different types of service. The results suggest that mass services are conducive to the implementation of quality measurement, SPC and preventative approaches to quality improvement. However, professional services are more conducive to the cultural managerial changes associated with TQM. Interestingly, whilst it was hypothesised that TQM practices would be most readily transferable to mass services, the results suggested that the service shop was the most conducive environment for TQM implementation.