Critical factors for successful total quality management implementation in Turkey: Evidence from the banking sector

This paper provides evidence to suggest that western management practices such as total quality management (TQM) can be implemented successfully in developing countries despite high cultural and organizational barriers. Drawing on six case studies, the authors sought to examine the key factors that led to successful TQM implementation in the Turkish banking sector. The results showed that successful TQM implementation requires: management's unwavering commitment to TQM and enthusiasm; formal national bodies to introduce organizations to TQM and provide assistance during and after TQM implementation; and a highly educated and competent management team.