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Purpose Total quality management (TQM) is a modern management philosophy and a journey, not a destination. TQM is a systematic management approach to meet the competitive and technological challenges which has been accepted by both service and manufacturing organizations globally. It defines the quality with emphasis on top management commitment and customer satisfaction. It focuses on attaining and maintaining impeccable quality in manufacturing as well as services, by improving the performance of products, processes and services to satisfy customers' expectations. Manufacturing and service industries recognize TQM differently. The purpose of this study is to find the benefits of TQM, shortcomings of TQM and significant difference, if any in the understanding of seven success factors of TQM in manufacturing and service industries of North India. Design/methodology/approach Success factors have been identified with a critical literature review and a survey approach has been used to collect relevant data from manufacturing and service industries. In total, 30 manufacturing industries and 30 service industries from North India were chosen for study, whom and all responded Findings The paper finds that success factors have different rankings in manufacturing and service industries, but both sectors comprehend that implementation of TQM success factors is very important. The results also verified were by rejection of the null hypotheses. Originality/value The paper can be useful for those manufacturing and service industries which are in the starting phase of TQM implementation.
Kumar et al. (2010) studied this question.