TQM models and their effectiveness in New Zealand water utilities services

Abstract

PurposeThe purpose of this paper is to investigate the organizational change taking place within New Zealand water utilities as a result of implementing Total Quality Management (TQM) models (i.e. TQM experts’ teachings, ISO 9000 standards, and quality awards). Implementation was intended to enhance their performance and the quality of drinking water provided to the community.Design/methodology/approachThis study was conducted by investigating the quality management system in three different case studies from the Waikato Region of New Zealand. The main study methodology is involved in methodological triangulation in which the researcher used more than one technique for data collection and data analysis. This paper reports on two of those techniques: face to face interviews conducted with the managers of the three case studies under investigation; and participant observation at the water treatment plants of the same three territorial local authorities (TLAs).FindingsThe comparative analysis drawn between the three different cases showed that two of the case studies are applying TQM models but at different stages, while the third case study is not implementing any of the TQM models. The difference between the performances of TLAs adopting a TQM model versus the TLAs who are not is related to their organizational strategy. This in turn has an impact on the sustainability of the quality of water provided to the community of the Waikato Region.Practical implicationsThe paper emphasises the importance of breadth and depth of organizational change in the three TLAs in view of the following themes: training personnel in quality systems, customer satisfaction with water quality, purchasing equipment/chemicals, process control, inspection and testing, calibration, corrective and preventive action where drinking water is below standard (non‐conformance) and control of quality records.Originality/valueThe paper provides a useful case of TQM application in water utilities services.