TQM and business performance in the service sector: a Singapore study
International Journal of Operations & Production Management
ISSN: 0144-3577
Article publication date: 1 November 2000
Abstract
This paper focuses on gaining insight into the impact of TQM on the business performance of the service sector of the economy. The study yields clear evidence that TQM implementation improved business performance in the service sector of Singapore. Success of TQM implementations appears to be attributable more to the rigor of its implementation rather than the duration. The study finds that while accrued benefits can be attributed to some of the tools of TQM, such as, customer focus and quality improvement rewards, the key to the success of TQM lies in its intangible and behavioral features such as top management support, employee empowerment and employee involvement.
Keywords
Citation
Brah, S.A., Li Wong, J. and Madhu Rao, B. (2000), "TQM and business performance in the service sector: a Singapore study", International Journal of Operations & Production Management, Vol. 20 No. 11, pp. 1293-1312. https://doi.org/10.1108/01443570010348262
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited