CSFs for Total Quality Management (TQM) in Service Organizations: Review

Abstract

Service organization has lagged behind the industrial organization and manufactures to improve their quality service with implementing quality management system such as TQM. Methods, rules and regulation for TQM implementation in service organization is totally different form industrial organization. The success of quality management practice like TQM in manufacturing and industrial organization for improving their performance encourages service organization mangers to use TQM in their respective organization. In this study we want to find and determine the most critical factors for TQM implementation among service organization. Based on comprehensive analysis and previous research about critical successful factors for TQM implementation in different organization, this study proposes the five critical factors for TQM implementation among service organization. Introduction 1. Service organizations are one of the most important industries in the world, especially in developing countries (Schneider, Godfrey et al. 2003). We can mention the strong and high quality service industries in developing countries are one of the factors that can reduce the rate of unemployment and also led to the economic boom in these countries (Greenhalgh, Robert et al. 2004). But in most cases this industry has critical problems such as lack of standards, low and poor quality and instability. And In many cases the mangers of service industries are not fully satisfied with the result from their offering services (Landrum and Prybutok 2004). Most developing countries are grappling with the problems in the service industry. The problems are mentioned above is the reason for service clients and owners that are not satisfied with the result obtained. With this interpretation apart from the time and costs spent, dissatisfaction of customers with the outcome of the service is major problem for service industries (Bayraktar, Tatoglu et al. 2012). The Total Quality Management (TQM) method is one of the most important quality practices that lead to progress and excellence in various industries, including the service industry at the international and national dimensions, and have certificates of