Critical Success Factors Of Total Quality Management Research Articles

Managing TQM's soft side: an explorative study of social care multiservice organizations

PurposeThis paper explores total quality management (TQM) soft domain efficacy in social care organizations to determine the extent to which an organization's project success may stem from soft TQM critical success factors (CSFs).Design/methodology/approachNon-structured interviews were conducted with 16 managers overseeing the prosthetic device regeneration project of the Italian local health unit (located in Salerno) to explore which soft factors could contribute to the success of a social care multifunctional organization.FindingsOrganizations' handling of certain projects, such as pivoting on soft TQM issues, may allow them to be configured as multiservice organizations. Therefore, a conceptual model of a multiservice social care organization is proposed.Practical implicationsFrom a managerial perspective, this study presents an interesting success case of a multiservice social care organization with a total annual expenditure of €20 million on prosthetic assistance. Preliminary data show a 13% reduction in public expenditure for Salerno's local health unit via a refurbishment project.Originality/valueThe paper contributes to the soft TQM literature debate: although Italian local health professionals appear aware of soft TQM issues' implementation and consciously apply them in their organization and projects, this occurs more with specific CSFs emerging from the literature. Therefore, this article paves the way for further quantitative and theoretical investigations on the adoption of TQM soft issues in social care organizations' performance measurement.

Critical success factors of total quality management practices using Pareto analysis

In Industry 4.0, the concept of total quality management (TQM) has gained more importance because the survival of the organisation depends on better quality management. The objective of this study is to identify TQM critical success factors (CSFs). To achieve this purpose the empirical articles from 1987 to 2019 were studied. The descriptive results are presented such as publication years, journal and sector-wise distribution, and analysis of methods. A quality tool 'Pareto analysis' was applied to identify the critical success factors of TQM practices. The thematic analysis of 91 empirical studies identified the 8 'vital' and 20 'useful many' critical success factors. Based on findings two research contexts need further attention: Industry 4.0 and sustainability. The outcomes of this study contribute to the TQM existing body of knowledge that helps the researchers and practitioners to better understand TQM practices from different perspectives.

Strategic planning to investigate the decision index of organization for effective total quality management implementation – in context of Indian small and medium enterprises

PurposeThe aim of this paper is to present an empirical assessment and strategic planning for measuring the impact of total quality management (TQM) practices on small and medium enterprises (SMEs) and its effectiveness for business excellence. The authors investigate the present status of quality system in SMEs and find the thrust areas for TQM implementation in SMEs of strengths, weaknesses, opportunities and threats analysis. Also, it examines the effect of external environment on internal factors of SMEs by situation analysis. This study helps to develop a model for assessing the components of TQM in SMEs after identifying their weightage.Design/methodology/approachThe qualitative and quantitative techniques have been used together for robust conclusions. The survey data has been collected through the properly designed questionnaire. After studying the present status of TQM in SMEs, situation analysis has been carried out for examining the effect of the external environment on internal factors of SMEs. The weightage of TQM critical success factors was calculated by pair-wise comparison method of analytical hierarchical process (AHP) analysis for framework development.FindingsThe study offers useful insights and guidelines for identification of the contribution of TQM critical factors in SMEs performance. It has been observed that the attribute understanding of customer need and its fulfillment ability has the highest priority, whereas supplier partnership and the ability to reduce waste having the least priority in SMEs. Validation study facilitates to channelize TQM initiatives, to improve environmental and operational performance.Originality/valueThe authors provide a comprehensive typology of TQM practices, and its performances on SMEs. This paper can increase the awareness of the significance of TQM strategy which could help managers of SMEs to have a better understanding of the benefits of implementing TQM and therefore unable patient satisfaction with their organizations.

Critical Success Factors of TQM Implementation in Vietnamese Supporting Industries

The objective of this study is to prioritize the Total Quality Management (TQM) factors based on fuzzy Analytical Hierarchy Process (AHP) method in Vietnamese supporting industries. Through an in-depth literature review, eight criteria were identified. These criteria were then divided into 32 sub-criteria. The fuzzy AHP is used to determine the percent weightings of eight categories of performance criteria that were identified via a review of the quality-management literature. These criteria include management commitment, role of the quality department, training and education, continuous improvement, quality policies, quality data and reporting, communication to improve quality, and customer satisfaction orientation. An empirical analysis of the criteria of each stage using the fuzzy AHP methodology and the expert opinion of quality management are used to evaluate the percent weightings of the criteria and sub-criteria that are synonymous with TQM implementation. The results showed that management commitment is the most critical factor; among sub-criteria, supports and responsibilities of top management is the most important. The study also identified the rank order of critical success factors of TQM. The findings suggest a generic hierarchy model for organizations to prioritize the critical factors and formulate strategies for implementing TQM in supporting industries, as well as other industries in Vietnam.

Assessing Total Quality Management (TQM) Effect on Hospital Performance in Ghana Using a Non-Probabilistic Approach: The Case of Greater Accra Regional Hospital (GARH)

Background: TQM has gained extensive prominence over the last few decades and continue to play a significant role in modern healthcare delivery. Objectives: The objective of this empirical inquiry is to explore the nexus between TQM critical success factors implementation and hospital performance by soliciting employee and patient’s views within the Ghanaian context, focusing on Greater Accra Regional Hospital, a prime provider of secondary public healthcare in Ghana. Methods: A cross-sectional approach (research design) was espoused for the study which made use of quantitative research techniques for its analysis. The study was based on self-answering structured (close-end) questionnaires completed by 250 respondents selected via convenient sampling. SPSS 25.0 was utilised for data analysis. Statistical analyses include descriptive statistics, principal component analyses, exploratory factor analyses with varimax rotation, reliability analyses, and multivariate regression analyses. Results: The study found significant positive relationships between all nine TQM constructs and hospital performance. Findings further revealed that the top management leadership construct contributed most to hospital performance, while training contributed least. Conclusion: The study made recommendations that have practical implications for hospital administrators/managers. In this circumstance, findings/recommendations established, should be considered crucial for hospital administrators/managers and policy makers when dealing with decisions affecting TQM assessment by exploring the potential practicability of the nine TQM critical success factors utilised in this study as a pertinent contrivance for initiating continuous service improvement in GARH in particular and Ghana’s public healthcare sector in general.

Impact of Total Quality Management (TQM) on Operational Performance of Ethiopian Pharmaceutical Manufacturing Plants

The purpose of this study is to examine the impact of TQM system on the operational performance of the pharmaceutical manufacturing companies operating in Ethiopia. Data for this study is collected using self administered questionnaires. The survey is carried out on 65 respondents drawn from 13 companies. Out of 65 questionnaires distributed among these companies, a total of 57 got returned. Through comprehensive literature review, seven critical success factors of TQM that are relevant to the pharmaceutical industry are identified. Correlation & regression analyses are used to investigate the relationship between TQM variables on the one side and common operational performance measures (Quality, Cost, and Delivery & Flexibility to volume) on the other side. The Correlation analysis reveals that there is strong relationship between TQM practices and operational performance among the pharmaceutical manufacturing companies. The outcome of regression analysis indicates that customer focus, process management, product design and people management have significant contribution to at least one of the operational performance measures. Top Management’s support, suppliers’ quality management and continuous improvement do not appear to contribute to higher levels of performance. This study offers pharmaceutical companies and their managers a better understanding of the relationship and impact that some of TQM elements have on the performance of their operations. Thus managers will get an opportunity to take better & more effective decisions in the implementation of TQM. This study can also guide organizations to prioritize the implementation of TQM based on the strategic importance of performance measures needed by them. The choice performance measure is based on the perceptions of managers and therefore, generalization of the observations may be made with caution.

Impact of Total Quality Management (TQM) on Operational Performance of Ethiopian Pharmaceutical Manufacturing Plants

The purpose of this study is to examine the impact of TQM system on the operational performance of the pharmaceutical manufacturing companies operating in Ethiopia. Data for this study is collected using self administered questionnaires. The survey is carried out on 65 respondents drawn from 13 companies. Out of 65 questionnaires distributed among these companies, a total of 57 got returned. Through comprehensive literature review, seven critical success factors of TQM that are relevant to the pharmaceutical industry are identified. Correlation & regression analyses are used to investigate the relationship between TQM variables on the one side and common operational performance measures (Quality, Cost, and Delivery & Flexibility to volume) on the other side. The Correlation analysis reveals that there is strong relationship between TQM practices and operational performance among the pharmaceutical manufacturing companies. The outcome of regression analysis indicates that customer focus, process management, product design and people management have significant contribution to at least one of the operational performance measures. Top Management’s support, suppliers’ quality management and continuous improvement do not appear to contribute to higher levels of performance. This study offers pharmaceutical companies and their managers a better understanding of the relationship and impact that some of TQM elements have on the performance of their operations. Thus managers will get an opportunity to take better & more effective decisions in the implementation of TQM. This study can also guide organizations to prioritize the implementation of TQM based on the strategic importance of performance measures needed by them. The choice performance measure is based on the perceptions of managers and therefore, generalization of the observations may be made with caution.

Proposta de fatores críticos para implantação da gestão da qualidade total na indústria brasileira de construção civil

This research aims to present a proposal of Critical Success Factors (CSF) that affect the implementation of Total Quality Management (TQM) in the Civil Construction Industry in Brazil. An extensive literature review was carried out at the Scopus and Web Of Science bases to survey the CSF for the implementation of TQM in companies of different segments and in companies that work specifically in the construction industry. From this, a questionnaire was generated for distribution to professionals with experience in the civil costruction industry in Brazil. The proposed methodology was based on quantitative research, through a bibliographical study and Survey research using Descriptive Statistics and, finally, Principal Component Analysis, with the objective of studying the CSF initially identified by the literature on latent factors. After analyzing the data, it was concluded that the respondent professionals corroborated all the twenty CSF identified in the literature. In addition, two latent factors were summarized that summarize the CSF for the implementation of the TQM in the Brazilian civil construction industry. In this way, it can be said that there was a contribution to the existing literature, firstly by the support for evidences of theoretical propositions (the variables raised in the literature being corroborated by professionals) and also by the fact that latent factors were found, summarizing to two the number of dimensions to be followed by companies that want to succeed in the implementation of the TQM. The survey was conducted in companies operating in Brazil, the sample size was conditioned to the number of respondents and these were experts who have experience in companies in the construction industry. The study shows the existence of two latent factors for the successful implementation of TQM in companies operating in the Brazilian civil construction industry. The study identified TQM CSF in the literature, compared it with expert opinion through research, and identified latent factors.

Critical success factors of TQM, Six Sigma, Lean and Lean Six Sigma

PurposeThe purpose of this paper is to review the existing literature on the critical success factors (CSFs) of various continuous improvement (CI) like total quality management (TQM), Lean, Six Sigma and Lean Six Sigma (LSS), and perform a content analysis (CA) leading to an agenda for future research.Design/methodology/approachCA is based on literature review of 41 papers published in peer-reviewed scholarly journals. A four-stage methodology is used by the authors, with Stage 1 featuring relevant material collection; Stage 2 presenting a descriptive analysis; Stage 3 outlining the category selection; and Stage 4 featuring the material evaluation using clustering and Pareto analysis.FindingsThe CA revealed various research implications and directions for the future. The number of studies in the literature regarding CSF assessment is found to be far from substantial while compared to CI implementation. Assessment methodologies developed have been ranging from qualitative to quantitative models. Key gaps were identified and directions for CSF assessment are proposed which requires further validation.Research limitations/implicationsOnly articles that appeared in peer-reviewed journals were analyzed; conference papers, reports, manuals and white papers from practice were excluded. Another limitation of the paper would be the scope of CA limited to four CI constructs – TQM, Lean, Six Sigma and LSS. Research implications indicate that the future studies in this domain would be intensive toward analyzing the vital CSFs for enterprise organizational excellence and not merely process excellence.Practical implicationsThis review study can serve as a resource for both researchers and practitioners to understand the importance of CSFs and positioning CSFs for the successful implementation of CI programs.Originality/valueThe CA on the existing literature on CSFs for CI presents a unique, systematic effort to identify an agenda for future research. This study is the apparently the first of its kind on CSF assessment.

APPLICATION OF MCDM APPROACH TO EVALUATE THE CRITICAL SUCCESS FACTORS OF TOTAL QUALITY MANAGEMENT IN THE HOSPITALITY INDUSTRY

Although many studies have focused on significant role of total quality management (TQM) in literature, little attention has been paid to using the fuzzy multiple criteria decision making (FMCDM) for analysis TQM factors especially in the context of hospitality. The purpose of this study is to identify, prioritize and evaluate the TQM critical success factors (CSFs) in hospitality industry by integrating the theory of fuzzy sets, quantitative and qualitative approaches. Primary criteria to evaluate TQM CSFs are achieved by the literature survey, and the Fuzzy Delphi Method (FDM) has been used by experts for evaluating of soft and hard TQM CSFs. In the following step, we employed the Fuzzy Analytic Hierarchy Process (FAHP) to find the weights of criteria. The results of this study indicated that, internal and external cooperation had the first rank among other CSFs in hospitality industry. In addition, the second and third rank in soft aspect includes customer focus and leadership respectively. The findings of this study shown guidance to practitioners and managers of quality to implement of TQM in their organizations, effectively by using the suggested set of identified TQM CSFs.

The Effects of Human Capital on the Total Quality Management: High Technology Sectors

The firms should place quality at the top of its strategic priority if they want to survey and attain competitive advantage. Among the most effective quality techniques that have been verified by several organizations from several sectors and countries, there is the Total Quality Management (TQM) technique. Besides, literature indicates that human capital is considered as the substantial source of growth and organizational sustainability of companies. In this sense, this study seeks to investigate the effect of human capital on the achievement of TQM. A questionnaire survey was developed and distributed to a sample of 146 employees working in companies installed in Tabuk region in Saudi Arabia. SPSS software program was used for statistical data analysis. Results showtwo critical success factors of TQM which are the cooperative and supportive leadership, and the employees' job satisfaction.

An Evaluation of Determining the Critical Success Factors for Implementing Total Quality Management

Many organizations have looked upon total quality management (TQM) as a way by which they could maintain a competitive edge, in recent years. Thus, this study attempted to identify the critical success factors of TQM implementation. Furthermore, this study has reviewed much-related literature which is relevant to critical success factors of TQM and its implementation in various organizations. The review focuses on the implementations, the impacts on the organization’s performance, and the encouraging indicators to adopt TQM in the organization. This study concludes on the critical success factors of TQM implementation. Because of the lack of identifying reasons, many organizations do not adopt the TQM approach properly into their organization. However, some organizations have already identified the benefits of the implementation of TQM on their organizational performance and they believe this approach could give them a chance to achieve their goals.

IDENTIFICATION OF A SET OF APPROPRIATE CRITICAL SUCCESS FACTORS (CSFS) FOR SUCCESSFUL TQM IMPLEMENTATION IN CONSTRUCTION, AND OTHER INDUSTRIES.

Total quality management (TQM) is a management philosophy that emphasizes on non-stop quality improvement within all aspects of the organizations. Its main aims are to satisfy customers and survive in the market. Thus, it is very vital to specify the factors that cause implementing TQM successfully. Specially, the identification of the TQM critical success factors (CSFs) is more important in the construction firms than other industries, because the majority of construction organizations are confusing related to TQM CSFs, and often they do not develop a proper framework with right and essential factors for TQM implementation. Numerous studies showed construction companies usually fail to implement TQM and achieve performance excellence at project and enterprise levels. The main purpose of this study is to determine these factors as critical success factors of TQM implementation in construction industry. For this aim, the study carried out an extensive literature review to specify the most frequently used CSFs from TQM frameworks of 37 empirical studies in different industries, in order to propose a set of appropriate TQM CSFs. So, Pareto analysis was employed to analyze comprehensively the 37 TQM frameworks. Finally, the findings of this study revealed the seven CSFs, which are as most vital elements in developing an effective model for successful TQM implementation in construction industry.

TOPSIS approach to prioritize critical success factors of TQM

Purpose – The pharmaceutical industry has a critical impact on health promotion. It is essential to identify and prioritize the critical success factors (CSFs) within this industry to ensure successful implementation of total quality management (TQM). Therefore, the purpose of this paper is to identify and prioritize CSFs that affect TQM successful implementation in the pharmaceutical industry. Design/methodology/approach – Based on a thorough review of the literature and building on the earlier studies, a valid questionnaire was developed and sent to 320 managers in pharmaceutical sector. In total, 210 completed questionnaires were returned. The technique for order of preference by similarity to ideal solution (TOPSIS) was used to rank and prioritize CSFs. Findings – Results of the data analyses showed that information and analysis, management commitment, relationship with suppliers, and customer focus are the top four CSFs for the successful implementation of TQM in the pharmaceutical sector. Originality/value – Using TOPSIS approach, this is the first study that determines CSFs that have impact on successful implementation of TQM in the pharmaceutical sector. There have been limited studies investigating the CSFs in developing countries. The findings will be useful in helping manager to successfully implement TQM in emerging markets. The approach will help future studies to examine the impact of successful implementation of TQM on firm performance in other industries and in emerging markets.

Developing and validating critical success factors of TQM implementation in MSMEs of Punjab in India

Manufacturing organisations are facing challenges due to growing competition to sustain themselves. Enhancing their quality and also quality of the products is absolutely essential to sustain growth. From an extensive review of the literature in the field of total quality management (TQM), eight critical success factors (top management commitment, customer focus, process management, continuous improvement, supplier quality management, employee participation, training, teamwork) and four outcome factors (customer satisfaction, employee satisfaction, internal quality result, external quality results) of TQM implementation were identified. A questionnaire survey instrument was developed, reliability and validity of the questionnaire were tested. Data from 118 micro small and medium enterprises (MSMEs) related to manufacturing sector was analysed using structural equation modelling. Structure equation modelling was used to examine hypothesis. It was concluded finally that the many critical success factors of TQM are significantly related with outcome factors of TQM. Researchers will be able to use this instrument for developing quality management theory. Industrial practitioners will be able to use this instrument to evaluate their TQM implementation.

Achievement the Performance Excellence through Quality Culture Improvement Strategy in Hospitality Industry

This study aims to develop quality improvement model for the hotels. This model is assumed to be fast, simple, and effective for hospitality organizations because it includes the proven critical success factors of Kanji’s excellence model. (KBEM) is a business excellence model that originated from principles of total quality management. Total Quality Management (TQM) is a management philosophy that seeks to integrate all organizational functions to focus on meeting customer needs and organizational quality objectives. TQM is one of the most applied and well accepted approaches between the contemporary innovations such as six sigma, just in time to achieve business excellence. In the last two decades a large number of organizations working among product and service industries had realized the great importance of adopting and implementing TQM process in order to maintain a sustainable competitive advantage in a rapid changing environment. In addition, this research provides a better understanding of how different groups of frontline managers, chiefs, and employees perceive their readiness towards the business excellence culture and performance in the hotels. A questionnaire has been developed among representative sample of managers, executives, and lower-level employees in Red Sea area Hurghada, El-Gouna, Makadi. Simple percentage, mean, T-test and ANOVA were used to test significant differences and data analysis; Comparison between the mean values of different groups was done using ANOVA with post hoc using Least Significant Difference (LSD) testRespondents display the main factors to quality culture practices and business excellence performance, help managers, decision makers, and practitioners TQM in better understanding of TQM critical success factors and to focus on the identified ones while implementing TQM in their hotels.

Analyzing critical success factors of total quality management by using fuzzy cognitive mapping

Purpose – Total quality management (TQM) is a process and philosophy to achieve customer satisfaction in long term by improving the products, processes and services effectively and efficiently. TQM implementation is turning into a complex practice due to the increasing number of effective factors and key elements labelled as critical success factors (CSFs). The purpose of this paper is to analyse the relations between CSFs of TQM and to provide decision makers has a clear picture of relations by determining the most affecting – both the number of CSFs which this factor affects and the its effect degree on relevant CSFs are higher comparing to other factors – of this factors affected factors – both the number of CSFs and their effect degree on these factors are higher – that influences a successful TQM implementation. Design/methodology/approach – The paper refers to fuzzy cognitive maps (FCMs) that allow dynamic modelling of a system in consideration of a complex network structure and the effects of factors to each other. The method demonstrates causal representations between CSFs under uncertainty to represent the relations and interaction between them and performs qualitative simulations to analyse the factors that have the highest impact on continuous improvement of quality management process. The evaluations are performed by five academicians whose professions are on both the areas of TQM and FCM. Findings – FCM analysis shows how the most affecting and affected factors influence the other CSF in order to manage a successful TQM implementation. Originality/value – The critical factors of TQM implementation are in the focus of most of the empirical studies in the literature. However, none of them considers the dynamic interactions between the factors. This study employs FCM to explore the CSFs that influence the TQM implementation process considering the relations among them to observe the most affecting and affected factors based on the changes of determined CSFs.

Critical quality factors for successful TQM implementation in Libyan oil and gas sector

Purpose– The purpose of this paper is to investigate quality factors that are absolutely essential for successful implementation of total quality management (TQM) in Libyan oil and gas companies (LOGCs).Design/methodology/approach– In all, 11 quality factors with 42 elements were identified to develop a questionnaire to carry out the survey in order to identify the quality factors that are seen by LOGCs to be critical to the success of TQM implementation. In total, 45 questionnaires were provided by hand to quality-related managers from the Libyan oil and gas sector. A total of 42 were returned sufficiently completed, that gave us a response rate of approximately 93.33 per cent.Findings– The empirical analysis demonstrates several key findings: the analysis indicated that 24 quality factors are found to be critical and absolutely essential for successful TQM implementation. These factors classify into three levels of criticality. All of the factors were found to be supported by similar studies and cited literatures.Research limitations/implications– The research is subject to the normal limitations of survey research. The study is using perceptual data provided by quality managers and engineers which may not provide clear picture. It may be suitable to consider gathering information from various stakeholders such as employees, customers, suppliers and even competitors. However, this can be overcome using multiple methods to collect data in future studies. Interestingly, the findings here may be generalisable outside Libya, i.e. South Mediterranean countries.Practical implications– LOGCs should consider TQM as an innovative tool for improving business performance in today's competitive environment. The findings suggest that the TQM critical success factors should be implemented completely as a whole package rather than on a fragmented basis to get the full potential of the TQM.Originality/value– The study investigate the critical quality factors for successful TQM implementation which will direct an organisation towards business excellence and enhancing success of TQM practices in the oil and gas sector. Very few studies have been performed to investigate and understand this issue. Therefore, the research can make a useful contribution.

The Relationship between Total Quality Management Critical Success Factors and Knowledge Sharing in a Service Industry

Total quality management (TQM), its components, techniques and principles are extensively accepted by scholars as a comprehensive philosophy for improving organizational performance (OP). Moreover, findings suggest that a prerequisite for successfully implementing TQM is exchanging knowledge in the organization. However, the number of studies addressing the mentioned issue is limited. Also, the nature of knowledge and its interactions with TQM are not properly investigated. Current study investigates the role of employees’ different forms of knowledge sharing appreciation in their tendency to use TQM critical success factors (CSFs). In order to do so, knowledge sharing was divided into two categories of explicit and tacit, and the employees of the IT department of one of the largest companies in Middle East were selected and grouped based on their knowledge sharing characteristics. Further, ten categories were identified for TQM CSFs, and the employees’ appreciation of CSFs were measured. The data were gathered through two questionnaires. Finally, the subjects were plotted and grouped using Tacit–Explicit Analysis. The results indicated that while both Tacit and Explicit knowledge sharing positively correlates with CSF appreciation, a simultaneous increase in both types can bear much fruitful positive results.

Total Quality Management and Corporate Failure in Nigeria

The problem of corporate failure has continued to be of serious concern to academicians and practitioners, the world over. Of all the identified causal factors, management related factors are generally considered predominant. The search for management system that can effectively address the problem of corporate failure has led to the current interest of researchers and practitioners in total quality management (TQM). Research findings on the relationship between TQM and corporate performance have remained controversial across national boundaries and inconclusive in Nigeria. This paper investigated the relationship between identified critical success factors (CSFs) of TQM and elements of corporate performance in Nigeria, using Pearson product moment correlation technique in a 6-3 factorial design. The results of the factorial analysis showed positive and significantly high inter and intra-factorial correlation coefficient (r) among the CSFs of TQM and elements of corporate performance at p < 0.05. The hypotheses were tested by t- transformation of the correlation coefficient ( r). The results showed that implementation of the critical success factors of TQM will lead to enhanced return on investment, increase in asset base and greater market share of business organizations, and thus avert corporate failure in Nigeria.