The adoption of excellence models through cultural and social adaptations: An empirical study of critical success factors and a proposed model

Abstract

Total quality management (TQM) has become a leading strategy for improving organisational performance and business results. Yet many organisations that try to implement TQM fail, often at a significant cost to their business. This study argues that the successful implementation of TQM has been hindered by a lack of clear implementation guidance, particularly for organisations in regions where traditional business practices are often very different from those in which TQM evolved and is widely followed. In order to provide a better knowledge base in this area, this paper presents an investigation into the processes upon which organisations around the world rely and which led to the successful implementation of TQM by its adoption and adaption to their own socio-cultural environments. The study hypothesises that two types of critical success factors are involved: structural critical factors of excellence or factors required for successful implementation of TQM in any socio-cultural environment, and foundation critical factors of excellence or factors needed for the successful implementation of TQM in specific socio-cultural environments. It is also hypothesised that an integrated process of adoption-adaptation will generate a positive impact on organisational performance.

Keywords:

• total quality management
• adaptation
• excellence models
• performance
• best practice
• culture