Abstract
This paper reports on a survey of managerial perceptions of the implementation of total quality management (TQM) in small service businesses in the US. The study addresses the employment of TQM, tools used, successes, failures, benefits, and problems encountered in small firms. Using a structured instrument, we surveyed 550 small businesses from various types of services in northeastern Indiana and obtained 306 usable responses. Whereas the majority of the respondents indicate top management commitment towards TQM, most have not instituted formal TQM programs or quality-enhancing activities. Training of employees in quality is not commensurate with top management commitment to TQM. Further, the majority of the firms do not reward or recognize employees who successfully apply TQM. There may have been ambiguity in the minds of respondents about the meaning of TQM. Some may be viewing it as a mere fad. The implications of these findings are discussed in light of those in earlier studies in both manufacturing and service sectors.
Published Version
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