Studying the impact of total quality management in service industries

Studying the impact of total quality management in service industries

0.00 Avg rating0 Votes
Article ID: iaor20105692
Volume: 6
Issue: 2
Start Page Number: 249
End Page Number: 268
Publication Date: Aug 2010
Journal: International Journal of Productivity and Quality Management
Authors: ,
Keywords: quality & reliability
Abstract:

A large number of contemporary organisations across the globe are adopting total quality management (TQM) to satisfy and delight their customers. The need of the hour is to provide quality products and responsive services in order to gain competitive advantage and to enhance customer lifetime value. TQM requires creating a customer-centred culture in the service industry. Initiating and implementing a TQM program in most of the service system is a major task. It requires a thorough and systematic analysis of customer expectations, system processes and functions and defining and establishing quality parameters. The present study discusses and provides an overview of TQM implementation, its impact on different service industries and investigates the various critical success factors (CSFs), processes of TQM implementation and its effects on different service industries performance and, finally, analyses the impact of TQM in various service industries.

Reviews

Required fields are marked *. Your email address will not be published.