A Study Of Quality Management In Small Organizations Providing Services Directed At People

Abstract

This paper reports on a study of managerial perceptions of the implementation of total quality management (TQM). Results of a survey covering small firms in northeastern Indiana providing services directed at people are presented. Aspects discussed include the unique nature of this category of service firms, TQM deployment, tools used, successes, failures, benefits, and problems encountered. The majority of respondents indicated their firms’ commitment to TQM but a significantly smaller proportion demonstrated notable engagement with and actual implementation of a formal TQM program. Even smaller percentages had benchmarked internal quality standards, used TQM tools and quality-enhancing activities, rewarded employees for successful quality performance, and involved suppliers in their quality programs. Strategic implications of these findings are considered.