IDEAS home Printed from https://ideas.repec.org/a/sae/manlab/v39y2014i1p81-101.html
   My bibliography  Save this article

The Relationship between Total Quality Management Critical Success Factors and Knowledge Sharing in a Service Industry

Author

Listed:
  • Reza Dabestani

    (Reza Dabestani, Management Department, Tarbiat Modares University, Jalal Ale Ahmad Ave., Tehran, Iran. E-mail: reza.dabestani@gmail.com)

  • Allahvirdi Taghavi

    (Allahvirdi Taghavi, Management Department, Tarbiat Modares University, Jalal Ale Ahmad Ave., Tehran, Iran. E-mail: drtaghavy@gmail.com)

  • Mohammad Saljoughian

    (Mohammad Saljoughian, Management Department, University of Isfahan, Daneshgah St., Isfahan, Iran. E-mail: m.saljooghian@gmail.com)

Abstract

Total quality management (TQM), its components, techniques and principles are extensively accepted by scholars as a comprehensive philosophy for improving organizational performance (OP). Moreover, findings suggest that a prerequisite for successfully implementing TQM is exchanging knowledge in the organization. However, the number of studies addressing the mentioned issue is limited. Also, the nature of knowledge and its interactions with TQM are not properly investigated. Current study investigates the role of employees’ different forms of knowledge sharing appreciation in their tendency to use TQM critical success factors (CSFs). In order to do so, knowledge sharing was divided into two categories of explicit and tacit, and the employees of the IT department of one of the largest companies in Middle East were selected and grouped based on their knowledge sharing characteristics. Further, ten categories were identified for TQM CSFs, and the employees’ appreciation of CSFs were measured. The data were gathered through two questionnaires. Finally, the subjects were plotted and grouped using Tacit–Explicit Analysis. The results indicated that while both Tacit and Explicit knowledge sharing positively correlates with CSF appreciation, a simultaneous increase in both types can bear much fruitful positive results.

Suggested Citation

  • 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.
    • Handle: RePEc:sae:manlab:v:39:y:2014:i:1:p:81-101
    DOI: 10.1177/0258042X14535160
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/0258042X14535160
    Download Restriction: no
    File URL: https://libkey.io/10.1177/0258042X14535160?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Kasper, Helmut & Lehrer, Mark & Mühlbacher, Jürgen & Müller, Barbara, 2013. "On the different “worlds” of intra-organizational knowledge management: Understanding idiosyncratic variation in MNC cross-site knowledge-sharing practices," International Business Review, Elsevier, vol. 22(1), pages 326-338.
    2. 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.
    3. Mäkelä, Kristiina & Andersson, Ulf & Seppälä, Tomi, 2012. "Interpersonal similarity and knowledge sharing within multinational organizations," International Business Review, Elsevier, vol. 21(3), pages 439-451.
    4. Brun, Alessandro, 2011. "Critical success factors of Six Sigma implementations in Italian companies," International Journal of Production Economics, Elsevier, vol. 131(1), pages 158-164, May.
    5. Salaheldin Ismail Salaheldin, 2009. "Critical success factors for TQM implementation and their impact on performance of SMEs," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 58(3), pages 215-237, March.
    6. Michailova, Snejina & Minbaeva, Dana B., 2012. "Organizational values and knowledge sharing in multinational corporations: The Danisco case," International Business Review, Elsevier, vol. 21(1), pages 59-70.
    7. Tari, Juan Jose & Molina, Jose Francisco & Castejon, Juan Luis, 2007. "The relationship between quality management practices and their effects on quality outcomes," European Journal of Operational Research, Elsevier, vol. 183(2), pages 483-501, December.
    8. Faisal Talib & Zillur Rahman & M.N. Qureshi, 2011. "A study of total quality management and supply chain management practices," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 60(3), pages 268-288, March.
    9. Asghar Moshabaki & Reza Dabestani & Mohammad Saljoughian, 2013. "Clustering employees on the basis of their cognitive and emotional knowledge and analysing their exploratory and exploitative innovations: a case study in a service company," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 7(6), pages 679-698.
    10. Keng-Boon Ooi & Weng-Choong Cheah & Binshan Lin & Pei-Lee Teh, 2012. "TQM practices and knowledge sharing: An empirical study of Malaysia’s manufacturing organizations," Asia Pacific Journal of Management, Springer, vol. 29(1), pages 59-78, March.
    11. Adekunle Okunoye & Helena Karsten, 2002. "Where The Global Needs The Local: Variation in Enablers in the Knowledge Management Process," Journal of Global Information Technology Management, Taylor & Francis Journals, vol. 5(3), pages 12-31, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Vishal Singh Patyal & K. Maddulety, 2015. "Interrelationship between Total Quality Management and Six Sigma: A Review," Global Business Review, International Management Institute, vol. 16(6), pages 1025-1060, December.
    2. Rana Basu & Prabha Bhola, 2015. "Exploring Quality Management Practices and Its Pattern Analysis in Indian Service SMEs," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 23(02), pages 199-235, June.
    3. Zeng, Rong & Grøgaard, Birgitte & Steel, Piers, 2018. "Complements or substitutes? A meta-analysis of the role of integration mechanisms for knowledge transfer in the MNE network," Journal of World Business, Elsevier, vol. 53(4), pages 415-432.
    4. Phookan, Himadree & Sharma, Revti Raman, 2021. "Subsidiary power, cultural intelligence and interpersonal knowledge transfer between subsidiaries within the multinational enterprise," Journal of International Management, Elsevier, vol. 27(4).
    5. Singh, Vedant & Kumar, Akshay & Singh, Tej, 2018. "Impact of TQM on organisational performance: The case of Indian manufacturing and service industry," Operations Research Perspectives, Elsevier, vol. 5(C), pages 199-217.
    6. José Álvarez-García & María De la Cruz Del Río-Rama & María Del Mar Miras-Rodríguez, 2017. "How Do Quality Practices Affect the Results?: The Experience of Thalassotherapy Centres in Spain," Sustainability, MDPI, vol. 9(4), pages 1-19, April.
    7. Rafał Prusak & Monika Górska & Paulina Skalik-Lubieniecka, 2023. "Strategic Patterns in the Concept of Sustainable Development of Manufacturing Processes in the Field of Knowledge Management in Companies Operating in the Metal Industry in Poland," Sustainability, MDPI, vol. 15(17), pages 1-28, September.
    8. Mabey, Christopher & Nicholds, Alyson, 2015. "Discourses of knowledge across global networks: What can be learnt about knowledge leadership from the ATLAS collaboration?," International Business Review, Elsevier, vol. 24(1), pages 43-54.
    9. 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.
    10. Little, Cedric & Felzensztein, Christian & Gimmon, Eli & Muñoz, Pablo, 2015. "The business management of the Chilean salmon farming industry," Marine Policy, Elsevier, vol. 54(C), pages 108-117.
    11. M. Max Evans & Ilja Frissen & Anthony K. P. Wensley, 2018. "Organisational Information and Knowledge Sharing: Uncovering Mediating Effects of Perceived Trustworthiness Using the PROCESS Approach," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 17(01), pages 1-29, March.
    12. Andersson, Ulf & Dasí, Àngels & Mudambi, Ram & Pedersen, Torben, 2016. "Technology, innovation and knowledge: The importance of ideas and international connectivity," Journal of World Business, Elsevier, vol. 51(1), pages 153-162.
    13. Mei, Maggie Qiuzhu & Wang, Le & Yan, Jie, 2023. "Maintaining product quality consistency when offshoring to emerging markets: The role of subsidiary control," Journal of International Management, Elsevier, vol. 29(1).
    14. Younès El Manzani & Mohamed Larbi Sidmou & Jean-Jack Cegarra, 2018. "Does IS0 9001 quality management system support product innovation? An analysis from the sociotechnical systems theory," Post-Print hal-03080217, HAL.
    15. Minbaeva, Dana & Rabbiosi, Larissa & Stahl, Günter K., 2018. "Not walking the talk? How host country cultural orientations may buffer the damage of corporate values’ misalignment in multinational corporations," Journal of World Business, Elsevier, vol. 53(6), pages 880-895.
    16. Hope, Ole-Kristian & Su, Xijiang, 2021. "Peer-level analyst transitions," Journal of Corporate Finance, Elsevier, vol. 70(C).
    17. Muhammad Shahnawaz Adil, Kamal bin Ab Hamid, 2017. "Impact of Individual Feelings of Energy on Creative Work Involvement: A Mediating Role of Leader-Member Exchange," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 4(1), pages 82-105, March.
    18. Minerva Martínez Avila & Juan José García-Machado & Eréndira Fierro Moreno, 2021. "A Multiple Full Mediating Effect in a PLS Hierarchical Component Model: Application to the Collaborative Public Management," Mathematics, MDPI, vol. 9(16), pages 1-19, August.
    19. I Gede Mahatma Yuda Bakti & Sik Sumaedi & Tri Rakhmawati & Sih Damayanti & Medi Yarmen, 2020. "The Model of Domestic Product Quality Syndrome," SAGE Open, , vol. 10(4), pages 21582440209, December.
    20. Farah, Bassam & Chakravarty, Dwarka & Dau, Luis & Beamish, Paul W., 2022. "Multinational enterprise parent-subsidiary governance and survival," Journal of World Business, Elsevier, vol. 57(2).

    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:sae:manlab:v:39:y:2014:i:1:p:81-101. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: SAGE Publications (email available below). General contact details of provider: http://www.xlri.ac.in/ .

    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.