TQM success efforts: use more quantitative or qualitative tools?

Total quality management is an approach to continuous organizational improvement, the goal of which is meeting customers’ needs. Two major TQM components are the use of statistical tools to help abolish non‐value‐added activities, and a change in managers’ behaviour, and from those who direct, are competitive, rely on rules, towards managers who lead, guide, co‐operate, focus on the process, view people as assets, and encourage variety, flexibility, etc. TQM programmes are not always effective; some focus more on statistical issues while others focus on more people issues. Examines the association of several variables used in TQM implementations in hospitals, manufacturing, and service organizations. Examines variables against two groupings of qualitative measures of TQM and quantitative measures of TQM. Depicts the successfulness of TQM and whether qualitative or quantitative measures are a determinant of this success. The research hypothesis is: TQM programmes are successful in organizations when their approach to TQM is based on the application of statistical process control tools/principles rather than solely on qualitative measures.