A Conceptual model for total quality management in service organizations

Author： Sureshchandar G. S. Rajendran Chandrasekharan Anantharaman R. N.

ISSN： 1360-0613

Source： Total Quality Management, Vol.12, Iss.3, 2001-05, pp. : 343-363

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Abstract

The manufacturing landscape of the corporate world has undergone a quality revolution, resulting in a plethora of research works on the tools, techniques, critical dimensions and other organizational requirements for the effective implementation of total quality management (TQM). But the same cannot be said with certainty of service industry management. Research works on total quality service (TQS) is not exhaustive in the sense that there appears to be a vacuum in the literature as far as a holistic model (from the perspective of the management) is concerned. The present study is an attempt to fill this gap. Based on an extensive review of the vast literature on TQM and TQS, the study has identified 12 dimensions of TQS as being critical for effective implementation of quality management in service organizations. The momentousness of each of these dimensions from the manufacturing and service perspectives has been authenticated. The different roles that these dimensions play in the manufacturing and service milieu have also been discussed. A conceptual model for TQS has been proposed demonstrating the relationships among its dimensions. The present work aspires to provide a basis for a thorough and insightful discernment of TQS and its critical dimensions.