Tqm Literature Review

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LITERATURE REVIEW TQM has been widely accepted as a disciplined management process in different sector in order to cope with the changes in marketplace and focus on quality in both their products as well as services (Venkatraman, 2007). TQM has helped many organizations to achieve better results (Talib et al., 2013) but also has failed in giving better results (Huq, 2005). Various reasons have been given for their failure, majority of the reasons are due to management’s inability to implement a total system (Boerstler et al., 1996; Brannan, 1998; Zabada et al., 1998). For service operations, it is even more difficult to implement it because of its preoccupation with internal performance dimensions that cannot keep-up with the constantly changing…show more content…
In service operations managers are influenced by strategies to add value to customer service processes, and many fail to see how TQM addresses this issue (Huq, 2005). Parasuraman et al. (1988) defined service quality as the consumers' judgment about a firm's overall excellence or superiority. Many service managers fail to see that the principles of TQM can create an environment that addresses the needs and expectations of their customers. Companies that failed to overcome these problems suffered poor interdepartmental relations (Doyle, 1992) and they focus more on competition within the enterprise than on competition in the…show more content…
2 Amar and Zain (2002) Lack of coordination between departments Wide difference of opinion between the quality and production/service department, and absence of quality circle concept 2 Amar and Zain (2002) Lack of proper training and education Employees are not trained in problem identification and problem-solving techniques Employees are not trained in group discussion and communication techniques Employees are not trained in quality improvement skills 3 Jun et al (2004) Lack of top-management commitment Top management is not committed to quality, Management’s compensation is not linked to achieving quality goals, Time constraints prohibit effective TQM implementation 3 Bhat and Rajashekhar (2009) No benchmarking No targets, no attitude to attain higher productivity/efficiency, and Bhat and Rajashekhar (2009) best practices of other companies are not benchmarked 3 Jun et al (2004) Poor planning There are inadequate resources to effectively employ TQM Quality action plans are often vague Time constraints prohibit effective TQM implementation Quality is treated as a separate initiative Strategic plans do not include quality goals 5 Jun et al
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