A Framework for TQM to Achieve Business Excellence

This paper provides an analysis of the essential characteristics of the TQM philosophy by comparing the work of ten notable authors in the field. A framework is produced which clusters the identified TQM enablers under the well-known operations management dimensions of technology, organisation and people. These enablers are linked with business performance via balance scorecard type financial and non-financial measures. In order to capture a snapshot of European Company's efforts to implement the TQM, a questionnaire survey is designed and implemented. Results of the survey are presented showing the main differentiating factors between the sample companies, and a way of assessing the difference between the theoretical underpinning and the practitioners' undertakings. Survey results indicate that organisations are experiencing much difficulty in translating total quality management theory into practice. Only a few organisations have successfully adopted a holistic approach to total quality management philosophy, and most of these put relatively high emphasis on technology elements compared with soft issues of TQM. However, where companies can realise the financial outputs, non-financial benefits such as workflow management, skills development and team learning are not realised. In addition, overall, non-financial measures have secured low weightings compared with the financial measures. We believe that the framework presented in this paper can help an organisation to concentrate its TQM implementation efforts in terms of technology, organisational and people management dimensions.