The soft foundation of the critical success factors on TQM implementation in Malaysia

The literature review concludes that TQM is a proven systematic approach to the improvements of the organisation’s overall business process, including quality of products and services. Organisational lack of information and data on the critical success factors are an obstacle in implementing TQM effectively and successfully. This study has developed a TQM soft model which is fit for application. It has considered the needs and limitation of Malaysian industries and facilitates TQM activities. The study has examined the relationship between the soft elements of critical success factors on TQM tangible effects, influences by soft elements activities such as culture, trust, teamwork, employment continuity, education and training, top management leadership for quality and continuous improvement, employee involvement and customer satisfaction/ involvement. Three main research methods were adopted in developing the TQM soft model: a postal questionnaire survey, a structured interview and the practical implementation of the model at a manufacturing company. Multiple regression analysis and binomial testing are used to analyse the data.