Analyzing the interaction of factors for success of total quality management in SMEs

Purpose After globalization of markets, product quality and satisfaction of customers have become essential for sustainable growth of small to medium‐sized enterprises (SMEs). The purpose of this paper is to identify and develop the structural relationship among different factors for success of total quality management (TQM) in SMEs. Design/methodology/approach In this research a total of 11 factors have been identified for successful implementation of TQM. Interpretive structural modelling (ISM) approach has been applied to develop a structural relationship among these factors. Findings Top management commitment, employees' training and empowerment, supplier development and coordination between departments are found to be the major driving factors for implementing TQM, whereas process management, product/service design, product quality and customer satisfaction are observed as dependent variables. Originality/value The paper demonstrates that management of SMEs needs to address driving variables more carefully for successful implementation of TQM.