TQM practices in the Pakistani electrical and electronic SMEs: Evidence through survey analysis

Abstract

In current technological era, TQM pursuance has been realized essential by enterprises to achieve their primary goal of satisfaction and retention of their customers. Like many other countries, in Pakistan also ISO-9000 certification is perceived by majority of enterprises for setting up quality improvement management system. In this survey based research paper an effort towards probing TQM practices being exercised in small and medium-sized enterprises (SMEs) and identification of TQM critical factors for success, being perceived by them has been made. Total 184 enterprises belonged to electric and electrical industry of Pakistan were approached by sending a multilingual questionnaire, which resulted in a response rate of only 1.08%. Only two-reputed ISO certified organizations shared their experiences. So from available sources, current research paper has been designed as a thorough case study and comparative analysis of these two organizations.