Best practice implementation of Total Quality Management: multiple cross-case analysis of manufacturing and service organisations

Abstract

The paper examines ‘best practice’ implementation of Total Quality Management (TQM) in eight Australian manufacturing and service organizations. Multiple cross-case analysis is used to synthesize the information obtained from the case studies. The insights gained from the case studies are used to discuss the critical success factors that characterise Australian quality organisations and the essential steps in implementing TQM. Leadership and quality-based vision of world class performance have emerged as major factors that underpin best practice in TQM implementation. Participation by employees and unions in the development of an organization’s vision was seen as critical in gaining high level commitment to the organization’s goals.