Assessment of Total Quality Management Implementation in Indian Service Industries

2016 ◽  
Author(s):  
Faisal Talib ◽  
Nishat Faisal
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Service Industries ◽  
Total Quality

Identification and prioritization of barriers to total quality management implementation in service industry

2015 ◽  
Vol 27 (5) ◽  
pp. 591-615 ◽  
Author(s):  
Faisal Talib ◽  
Zillur Rahman
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Service Industry ◽  
Resistance To Change ◽  
Service Industries ◽  
Successful Implementation ◽  
Total Quality ◽  
High Turnover ◽  
Content Type ◽  
Priority Weights

Purpose – Despite the potential benefits of total quality management (TQM) articulated by quality experts and practitioners, these benefits are not easy to achieve in practice. Many service industries have found difficult to implement TQM successfully. The present study investigates and categorizes the barriers to a successful implementation of TQM program in the service industry. The purpose of this paper is to understand TQM barriers and prioritize their relative importance by ranking them in the service industry. Design/methodology/approach – Based on previously published literature on TQM barriers in service industry and after discussions with quality experts, this study utilizes a set of 12 barriers to TQM as identified by the authors of TQM barriers to accomplish the objectives of the present study. The 12 barriers were divided into three categories. These barriers were prioritized and ranked using an analytic hierarchy process (AHP) approach, a multi-criteria decision-making process. Findings – In this research, the category “managerial issues” was found to be the most important, followed by “people-oriented issues” and “organizational issues” based on their priority weights. The results have also highlighted that the barrier “lack of communication” was the most significant among all the other barriers. It was followed by “lack of top-management commitment,” “employee’s resistance to change,” and “lack of coordination between departments.” The least significant barrier was “high turnover at management level.” Practical implications – The study ranks the barriers, from the most important to the least important, which will allow managers and practitioners in the service industry to decide which barriers they need to pay attention to and work on for a successful implementation of TQM. Originality/value – The strength of this study is the development of a comprehensive model for the investigation and prioritization of barriers that the service industry experiences when implementing a TQM program. Presenting TQM barriers in the form of AHP-based model and categorizing barriers is a new effort in the area of TQM.

scholarly journals Assessing Faculty Perception Towards Total Quality Management of Education Sector in Punjab

2019 ◽  
Vol 8 (3) ◽  
pp. 7832-7840
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Statistical Tests ◽  
Service Industries ◽  
Education Sector ◽  
Quality Education ◽  
Academic Excellence ◽  
Total Quality ◽  
Education Industry ◽  
Management Institutions

Quality education plays an important role in number of organizations across this competitive world. In the present scenario, the success of management institutions depends upon the quality education provided to the students. Educationalists, policy makers, and researchers are now showing their sincere efforts towards Total quality management (TQM) as it acts as a de facto management philosophy to create Academic excellence which can provide customer satisfaction. The service industries are changing rapidly and this change offers to lead or gain competitiveness in the market. As education industry is also a part of service industry, thus, it becomes very important for education industry to provide better- and highquality service. Since this concept was originate in manufacturing sector but nowadays, in the education sector acquisition of total quality management is common one. In this connection, this paper aims to investigate how faculties of management institutions perceive the quality offered at management education in Punjab. An evaluation study using questionnaire survey was employed to measure the faculties’ perception towards 7 quality dimensions. Total 65 questionnaires were distributed randomly. After data collection, we performed statistical tests by using SPSS software. It is found that still in some areas lack of total quality management is affected.

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