IDEAS home Printed from https://ideas.repec.org/a/ids/ijpqma/v6y2010i2p249-268.html
   My bibliography  Save this article

Studying the impact of total quality management in service industries

Author

Listed:
  • Faisal Talib
  • Zillur Rahman

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.

Suggested Citation

  • Faisal Talib & Zillur Rahman, 2010. "Studying the impact of total quality management in service industries," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 6(2), pages 249-268.
    • Handle: RePEc:ids:ijpqma:v:6:y:2010:i:2:p:249-268
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=34408
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Syed Asim Shah & Muhammad Ali Asif & Muhammad Haroon Shoukat & Sema Polatci & Shafique Ur Rehman, 2022. "Quality Management Practices and Inter-Organizational Project Performance: Moderating Effects of Inter-Organizational Communication, Relationship, and Process Conflicts in Healthcare," SAGE Open, , vol. 12(3), pages 21582440221, July.
    2. Samitha Khaiyum & Y.S. Kumaraswamy & K. Karibasappa, 2016. "Pattern analysis of phase wise occurrence, severity and detection of failures in real time embedded projects," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 17(1), pages 36-60.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijpqma:v:6:y:2010:i:2:p:249-268. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=177 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.