A review of the theory and practice of managing TQM: An integrative framework

Total Quality Management and Business Excellence

Volumn 19, Issue 5, 2008, Pages 461-479

  Soltani, Ebrahim ^a   Lai, Pei Chun ^b   Javadeen, Sayed Reza Sayed ^c   Gholipour, Tahmoores Hassan ^c  

^a UNIVERSITY OF KENT   (United Kingdom)

^b NATIONAL PINGTUNG UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Taiwan)

^c UNIVERSITY OF TEHRAN   (Iran)

Author keywords

Senior management and leadership; TQM definition; TQM failure; TQM precepts

Indexed keywords

EID: 43149111018     PISSN: 14783363     EISSN: 14783371     Source Type: Journal    
DOI: 10.1080/14783360802018103     Document Type: Review

References (92)

1. Ahire, S., Golhar, D., & Waller, M. (1996). Development and validation of TQM. implementation constructs. Decision Sciences, 27(1), 23-56.
2. Anderson, M., & Sohal, A.S. (1999). A study of the relationship between quality management practices and performance in small businesses. International Journal of Quality & Reliability Management, 16(9), 859-877.
3. Atkinson, P.E. (1990). Creating Culture Change: The key to successful total quality management. Bedford, IFS Publications.
4. Bennis, W., & O'Toole, J. (2000). Don't hire the wrong CEO. Harvard Business Review, 78(3), 171-176.
5. Benson, G., Saraph, J., & Schroeder, R. (1991). The effects of organisational context on quality management: an empirical investigation. Management Science, 37(9), 1107-1124.
6. Bradley, K., & Hill, S. (1987). Quality circles and managerial interests. Industrial Relations, 26(1), 325.
7. Camp, R.C. (1989). Benchmarking: the Search for Industry Best Practice that Leads to Superior Performance. Milwaukee, WI: ASQC Quality Press.
8. Cardy, R.L. (1998). Performance appraisal in a quality context: a new look at an old problem. In J.W. Smither (Ed.), Performance Appraisal: State of the Art in Practice (pp. 133-161). San Francisco: Jossey-Bass.
9. Choi, T.Y., & Behling, O.C. (1997). Top managers and TQM success: one more look after all these years. Academy of Management Executives, 11(1), 37-47.
10. Cox, J. (1990). TQM. and the buyer. Purchasing and Supply Management, 1(2), 17-20.
11. Crosby, P.B. (1979). Quality is Free: The Art of Making Quality Certain. New York: New American Library.
12. Crosby, P.B. (1987). Quality without Tears. Singapore: McGraw-Hill.
13. Dale, B.G. (2003). Managing Quality, 4th edn. Oxford: Blackwell.
14. Dale, B.G., & Cooper, C.L. (1994). Introducing TQM: the role of senior management. Management Decision, 329(1), 20-26.
15. Dale, B.G., & Lightburn, K. (1992). Continuous quality improvement: why some organisations lack commitment. Industrial Journal of Production Engineering, 27(1), 52-67.
16. Dalgleish, S. (2003). Could Deming have been wrong? Quality, 42(6), 18.
17. Dean, J.W., & Bowen, D.E. (1994). Management theory and total quality: improving research and practice through theory development. Academy of Management Review, 19(3), 392-418.
18. Deming, W.E. (1986). Out of the Crisis. Cambridge, MIT: Centre for Advanced Engineering Study.
19. Deming, W.E. (1993). The New Economics for Industry, Government, Education. Cambridge, MIT: Centre for Advanced Engineering Study.
20. Dow, D., Samson, D., & Ford, S. (1999). Exploring the myth: do all quality management practices contribute to superior quality performance? Production & Operation Management, 8(1), 1-27.
21. Escrig-Tena, A.B. (2004). TQM. as a competitive factor: a theoretical and empirical analysis. International Journal of Quality & Reliability Management, 21(6), 612-637.
22. Feigenbaum, A.V. (1983). Total Quality Control, 3rd edn. New York: McGraw-Hill.
23. Feigenbaum, A. V. (2004). Total Quality Control. New York: McGraw-Hill. Professional.
24. Fisher, C.M. (1995). The difference between appraisal schemes: Variadon and acceptability - part II, Personnel Review, 249(1), 51-66.
25. Flynes, B. (1999). Quality management practices: a review of the literature. Insh Business and Administration Research (IBAR), 19-20(2): 113-138.
26. Garvin, D. (1984). What does product quality really mean? Sloan Management Review, 26(1), 25-43.
27. Garvin, D. (1986). Quality problems, policies and attitudes in the United States and Japan: an exploratory study. Academy of Management Journal, 29(4), 653-753.
28. Garvin, D. (1988). Managing Quality. New York: Free Press.
29. GMJ (2002). Start worrying about 'not engaged' employees. Gallup Management Journal [Online]. Available: http://gmi.gallup.com (accessed March 2005).
30. Guest, D.A. (1995). Human resource management: its implications for industrial relations and trade unions. In J. Storey (Ed.), New Perspectives on Human Resource Management (pp. 41-55). London: Routledge.
31. Hackman, J.R., & Wageman, R. (1995). Total quality management: empirical, conceptual, and practical issues. Administrative Science Quarterly, 40(2), 309-342.
32. Hambrick, D.C., Geletkanycz, M.A., & Fredrickson, J.W. (1993). Top executive commitment to the status quo: Some tests of its determinants. Strategic Management Journal, 14(6), 401-418.
33. Hayes, R., & Wheelwright, S. (1984). Restoring our Competitive Edge. New York: Collier McMillan.
34. IPM (1993). Quality: People Management Matters. Institute of Personnel Management. Exter, IPM Research Series, Short Run Press Ltd.
35. Jackson, P.R. (2004). Employee commitment to quality: its conceptualisation and measurement. International Journal of Quality & Reliability Management, 21(7), 714-730.
36. Juran, J.M. (1986). The quality trilogy: a universal approach to managing for quality. Quality Progress, 19(8), 19-24.
37. Juran, J.M. (1989). Juran on Leadership for Quality. New York: Free Press.
38. Kanji, G.K. (1995). Quality and statistical concepts. In G.K. Kanji (Ed.). Total Quality Management: Proceedings of the First World Congress (pp. 3-10). Abingdon: Chapman & Hill.
39. Kanji, G.K. (1998). Measurement of business excellence. Total Quality Management, 9(7), 633-643.
40. Kanji Quality Culture (2004). Leadership: The 'Prime' for Business Excellence [online]. Available: http://www.gopal-kanji.com. (accessed June 2004).
41. Kanji Quality Culture (2006), Measuring Business Excellence [Online]. Available: http://www.gopal-kanji.com (accessed August 2006).
42. Kearney, A. T. in association with TQM Magazine (1992). Total Quality: Time to Take Off the Rose Tinted Spectacles, A Report. Kempston: IFS Publications.
43. Keep, E. (1995). Corporate training strategies: the vital component. In J. Storey (Ed.), New Perspectives on Human Resource Management (pp. 109-125). London: Routledge.
44. Kinnie, N. (1995). Human resource management and changes in management control systems. In J. Storey (Ed.), New Perspectives on Human Resource Management (pp. 137-153). London: Routledge.
45. Lakhe, R.R., & Mohanty, R.P. (1994). Total quality management: concepts, evolution and acceptability in developing economies. International Journal of Quality and Reliability Management, 11(9), 9-33.
46. Legge, K. (1995). Human resource management: a critical analysis. In J. Storey (Ed.), New Perspectives on Human Resource Management (pp. 19-40). London: Routledge.
47. Lohrke, F.T., Bedeian, A.G., & Palmer, T.B. (2004). The role of top management teams in formulating and implementing turnaround strategies: a review and research agenda. International journal of Management Reviews, 5/6(2), 63-90.
48. Maani, K.E. (1989). Productivity and profitability through quality - myth and reality. International Journal of Quality & Reliability Management, 6 (3), 11-23.
49. Nessa L'Abbe, W.U. (1991). Philosophy, development and worldwide adaptation of TQM, Productivity, 32(3), 421-426.
50. Newall, D., & Dale, B.G. (1990). The introduction and development of a quality improvement process: a study. International Journal of Production Research, 29(9), 1747-1760.
51. Oakland, J.S. (1998). Total Quality Management: Text with Cases, 4th edn. New York: McGraw-Hill.
52. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
53. Powell, T.C. (1995). Total quality management as competitive advantage: a review and empirical study. Strategic Management Journal, 16(1), 15-37.
54. Quality gurus (2004). [Online] Available: quality gurus: http:// geekswithblogs.net (accessed July 2006).
55. Reed, R., Lemak, D., & Montgomery, J. (1996). Beyond process: TQM content and firm performance. Academy of Management Review, 21(1), 173-202.
56. Reeves, C.A., & Bednar, D.A. (1994). Defining quality: alternatives and implications. Academy of Management Review, 19(3), 419-445.
57. Roberts, H.V., & Sergesketter, B.F. (1993). Quality is Personal: A Foundation for Total Quality Management. New York, Free Press.
58. Rodgers, R., Hunter, J.E., & Rogers, D.L. (1993). Influence of top management commitment on management programme success. Journal of Applied Psychology, 78(1), 151-155.
59. Samson, D., & Terziovski, M. (1999). The relationship between total quality management practices and operational performance. Journal of Operations Management, 17(4), 393-409.
60. Saylor, J.H. (1992). TQM Field Manual. New York: McGraw-Hill.
61. Schonberger, R.J. (1986). World Class Manufacturing. New York: Free Press.
62. Schwinn, D.R. (2002). Six sigma and more [Online]. Quality e-line, 4(7), 1-2. Available: www.pqsysems.com/eline/v200207/sixsigmaandmor.htm (accessed: May 2006).
63. Silvestro, R. (2001). Towards a contingency theory of TQM in services: how implementation varies on the basis of volume and variety. International Journal of Quality & Reliability Management, 18(3), 254-288.
64. Sitkin, S.B., Sutcliffe, K., & Schroedem, R.G. (1994). Distinguishing control from learning in total quality management: a contingency perspective. Academy of Management Review, 19(3), 537-564.
65. Smith, S., Transfield, D., Foster, M., & Whittle, S. (1994). Strategies for managing the TQM. agenda. International Journal of Operations & Production Management, 14(1), 75-88.
66. Soltani, E. (2005). Top management: a threat or an opportunity to TQM? Total Quality Management, 16(4), 463-476.
67. Soltani, E., Lai, P., van der Meer, R.B., & Williams, T.M. (2008). Managerial approaches toward service quality: the case of three service organisations. Service Industries Journal, 28(6), forthcoming.
68. Soltani, E., van der Meer, R. B., Gennard, J., & Williams, T. (2003). A TQM. approach to HR performance evaluation: a questionnaire survey. European Management Journal, 21(3), 323-337.
69. Soltani, E., van der Meer, R.B., Gennard, J., & Williams, T. (2004). HR performance evaluation in quality management context: a review of the literature. International Journal of Quality & Reliability Management, 21(4), 377-396.
70. Soltani, E., van der Meer, R., Williams, T.M., & Lai, P. (2006). The compatibility of performance appraisal systems with TQM. principles - evidence from current practice. International Journal of Operations & Production Management, 26(1), 92-112.
71. Sousa, R., & Voss, C.A. (2001). Quality management: universal or context dependent? Production & Operation Management, 10(4), 383-404.
72. Sousa, R., & Voss, C.A. (2002). Quality management revisited: a reflective review and agenda for future research. Journal of Operation Management, 20(1), 91-109.
73. Storey, J. (1995). Introduction: from personnel management to human resource management. In J. Storey (Ed.), New Perspectives on Human Resource Management (pp. 1-18). London: Routledge.
74. Taguchi, G., & Clausing, D. (1990). Robust quality. Harvard Business Review, 68(1), 65-75.
75. Timperley, S., & Sisson, K. (1990). From manpower planning to human resource planning. In K. Sisson (Ed.), Personnel Management in Britain (pp. 103-124). London: Blackwell.
76. Training and Development (1992). The Downside of Quality, 11-12 March, p. 46.
77. Voss, C. (1995). Alternative paradigms for manufacturing strategy. International Journal of Operations and Production Management, 15(A), 5-16.
78. Waldman, D.A. (1994). The contributions of total quality management to a theory of work, performance. Academy of Management Review, 19(3), 510-536.
79. Waldman, D.A., Lituchy, T., Gopalakrishnan, M., Laframboise, K., Galperin, B., & Kaltsounakis, Z. (1998). A qualitative analysis of leadership and quality improvement. Leadership Quarterly, 9(2), 177-201.
80. Waldman, D., Javidan M., & Varella, P. (2004). Charismatic leadership at the strategic level: A new application of upper echelons theory. Leadership Quality, 15, 355-380.
81. Walton, M. (1986). The Deming Management Method. New York: Pedigree.
82. Whalen, M.J., & Rahim, M.A. (1994). Common barriers to implementation and development of a TQM. programme. Industrial Management, 36(2), 19-21.
83. Wilkinson, A. (1992). The other side of quality: soft issues and the human resource dimension. Total Quality Management, 3(3), 323-329.
84. Wilkinson, A. (1994). Managing human resource for quality, In B.G. Dale (Ed.), Managing Quality, 2nd edn. (pp. 273-291). Prentice Hall: Hemel Hempstead.
85. Wilkinson, A., Marchington, M., Goodman., J., & Ackers, P. (1992). Total quality management and employee involvement. Human Resource Management Journal, 2(4), 1-20.
86. Wilkinson, A., Redman, T., & Snape, E. (1994). The problems with quality management: the views of managers. Total Quality Management, 5(6), 397-404.
87. Wilkinson, A., Redman, T., Snape, E., & Marchington, M. (1998). Managing with Total Quality Management: Theory and Practice. London: Macmillan.
88. Williams, R., Wiele, T. v. d., Iwaarden, J. v., & Visser, R. (2004). TQM: why it will again become a top management issue. International Journal of Quality & Reliability Management, 21(6), 603-611.
89. Wolford, G.R. (1991). A. CEO's 'perspective of TQM'. Frontiers of Health Services Management, 7(4), 51-54.
90. Yeung, V.W.S., & Armstrong, R.W. (2003). A. key to TQM. benefits: manager involvement in customer processes. International Journal of Services Technology and Management, 4(1), 14-29.
91. Zairi, M. (2002). Total quality management sustainability: what it means and how to make it viable. International Journal of Quality & Reliability Management, 19(5), 502-507.
92. Zhang, Z. (2000). Developing a model of quality management methods and evaluating their effects on business performance. Total Quality Management, 11(1), 129-37.