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Studying the impact of total quality management in service industries

Author

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  • 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
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    Citations

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    Cited by:

    1. 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.
    2. 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.

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