Implementation of total quality management in small organizations: A case study in Sweden

Abstract

Total quality management (TQM) is considered to be an important management philosophy, which sustains the organizations in their efforts towards quality improvement and satisfied customers. The fact that small organizations have been slow to implement TQM emphasizes the need for further investigation concerning why the small organizations have problems with implementing the TQM philosophy. This paper presents the results of a multiple case study of nine small organizations that have received a national or regional quality award in Sweden. The fact that the organizations have received a quality award is used as a standard for a successful implementation of TQM. The objective was to increase the knowledge concerning small organizations' work towards TQM. The main focus of the study was to analyse the difficulties related to the implementation of the core values, which usually comprise the basis of TQM. The resulting data account for the comprehension and experience from the implementation processes within the organizations. One implication from this study is the importance of a committed leadership and the participation of the co-workers. A significant problem area that appeared from the cases was difficulties for the organizations in working towards process orientation.