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The relationship between critical success factors of total quality management and process improvement: a case study

Author

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  • Mohammad Saljoughian
  • Sayeed-Mohsen Allameh
  • Reza Dabestani
  • Maedeh Rabbanimehr

Abstract

Companies' urge to survive in today's highly competitive globalised market and their attempts to maximise their profits gave birth to the concept of total quality management (TQM). TQM is still trendy and a great number of companies are actively implementing its rules, regulations, and procedures. However, the concept is rather complicated, culture-bound, and diverse and calls for further studies in new settings. Service section is one setting that has not received its proper attention in this regard. Therefore, we aim to examine the relationship between a group of TQM techniques called critical success factors and process improvement in service companies. To reach that end, we clustered our sample of employees based on their perceptions of TQM critical success factors and then compared the clusters' level of process improvement. The results reveal that the level of the process improvement differs significantly between the established groups of employees. This suggests that companies' different levels of process improvement can be due to their human resource appreciation of TQM critical success factors.

Suggested Citation

  • Mohammad Saljoughian & Sayeed-Mohsen Allameh & Reza Dabestani & Maedeh Rabbanimehr, 2014. "The relationship between critical success factors of total quality management and process improvement: a case study," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 7(3), pages 411-427.
    • Handle: RePEc:ids:ijbexc:v:7:y:2014:i:3:p:411-427
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    Cited by:

    1. Reza Dabestani & Allahvirdi Taghavi & Mohammad Saljoughian, 2014. "The Relationship between Total Quality Management Critical Success Factors and Knowledge Sharing in a Service Industry," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 39(1), pages 81-101, February.
    2. Jorge Luis García-Alcaraz & Francisco Javier Flor-Montalvo & Liliana Avelar-Sosa & Cuauhtémoc Sánchez-Ramírez & Emilio Jiménez-Macías, 2019. "Human Resource Abilities and Skills in TQM for Sustainable Enterprises," Sustainability, MDPI, vol. 11(22), pages 1-22, November.

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