TQM in Practice

Abstract

This chapter seeks to evaluate the significance and achievements of TQM. We seek to move beyond the euphoria of earlier accounts and to evaluate the emerging UK and US evidence. The chapter proceeds as follows: first, we review some evidence on the importance of quality in business strategies. What emerges from this is that quality seems to have a key role in competitive success. Second, we review the literature on the evaluation of TQM itself. Here the evidence is that TQM is difficult to implement, with many attempts failing in the early stages, although there is some evidence to suggest that it can contribute to organisational success. Finally, we try to account for this uneven performance by reporting on the difficulties in implementing quality management, drawing on our own UK study.