Total Quality Management
A Global Perspective on Critical Success Factors of Quality Management Practices
Abstract
This paper provides a literature review of the studies on quality management in the world. By reviewing the literature on quality management, it is found that management commitment and international competition are critical for successful quality management implementation. However, there are differences on the level of quality management implementation among countries. It is suggested that the role of national culture, along with the importance of international competition be considered for quality management implementation in the global context.
1. Introduction
The pace of technological progress and industrial development has been dramatically intensified the competition in the business environment. While the competition was mainly within the countries before the Second World War, global competition and international business are regarded as the two major outcomes of the Second World War (Kathawala and Nanda, 1989; Raeside and Walker, 2001). The Japanese approach toward quality, which was later regarded as Total Quality Management (TQM), had tremendous impact on organizations and management practices, where it has been considered as “the Second Industrial Revolution” (Kanji, 1990).
Historically, quality management evolved from engineering activities, mostly statistical quality control to more managerial concepts like quality circles, and just-in-time, encompassing broad organizational concept (Kim and Chang, 1995; Powel, 1995). TQM is a continuous process that aims at quality improvement in all processes and activities in the firm. The ultimate goal of TQM is to establish a management system and organizational culture that ensures customer satisfaction and continuous improvement (Kanji, 1990; Lake et al., 1994; Sitkin et al., 1994; Spencer, 1994; Hackman and Wageman, 1995; Lengnick-Hall, 1996; Westphal et al., 1997; La-Hay and Noble, 1998; Senthil et al., 2001; Wicks,
Abstract
This paper provides a literature review of the studies on quality management in the world. By reviewing the literature on quality management, it is found that management commitment and international competition are critical for successful quality management implementation. However, there are differences on the level of quality management implementation among countries. It is suggested that the role of national culture, along with the importance of international competition be considered for quality management implementation in the global context.
1. Introduction
The pace of technological progress and industrial development has been dramatically intensified the competition in the business environment. While the competition was mainly within the countries before the Second World War, global competition and international business are regarded as the two major outcomes of the Second World War (Kathawala and Nanda, 1989; Raeside and Walker, 2001). The Japanese approach toward quality, which was later regarded as Total Quality Management (TQM), had tremendous impact on organizations and management practices, where it has been considered as “the Second Industrial Revolution” (Kanji, 1990).
Historically, quality management evolved from engineering activities, mostly statistical quality control to more managerial concepts like quality circles, and just-in-time, encompassing broad organizational concept (Kim and Chang, 1995; Powel, 1995). TQM is a continuous process that aims at quality improvement in all processes and activities in the firm. The ultimate goal of TQM is to establish a management system and organizational culture that ensures customer satisfaction and continuous improvement (Kanji, 1990; Lake et al., 1994; Sitkin et al., 1994; Spencer, 1994; Hackman and Wageman, 1995; Lengnick-Hall, 1996; Westphal et al., 1997; La-Hay and Noble, 1998; Senthil et al., 2001; Wicks,
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