1,268
Views
31
CrossRef citations to date
0
Altmetric
Original Articles

A review of the theory and practice of managing TQM: An integrative framework

, , &
Pages 461-479 | Published online: 29 Apr 2008

References

  • Ahire , S. , Golhar , D. and Waller , M. 1996 . Development and validation of TQM implementation constructs . Decision Sciences , 27 ( 1 ) : 23 – 56 .
  • Anderson , M. and Sohal , A. S. 1999 . A study of the relationship between quality management practices and performance in small businesses . International Journal of Quality & Reliability Management , 16 ( 9 ) : 859 – 877 .
  • Atkinson , P. E. 1990 . Creating Culture Change: The key to successful total quality management , Bedford : IFS Publications .
  • Bennis , W. and O'Toole , J. 2000 . Don't hire the wrong CEO . Harvard Business Review , 78 ( 3 ) : 171 – 176 .
  • Benson , G. , Saraph , J. and Schroeder , R. 1991 . The effects of organisational context on quality management: an empirical investigation . Management Science , 37 ( 9 ) : 1107 – 1124 .
  • Bradley , K. and Hill , S. 1987 . Quality circles and managerial interests . Industrial Relations , 26 ( 1 ) : 325
  • Camp , R. C. 1989 . Benchmarking: the Search for Industry Best Practice that Leads to Superior Performance , Milwaukee, WI : ASQC Quality Press .
  • Cardy , R. L. 1998 . “ Performance appraisal in a quality context: a new look at an old problem ” . In Performance Appraisal: State of the Art in Practice , Edited by: Smither , J. W. 133 – 161 . San Francisco : Jossey-Bass .
  • Choi , T. Y. and Behling , O. C. 1997 . Top managers and TQM success: one more look after all these years . Academy of Management Executives , 11 ( 1 ) : 37 – 47 .
  • Cox , J. 1990 . TQM and the buyer . Purchasing and Supply Management , 1 ( 2 ) : 17 – 20 .
  • Crosby , P. B. 1979 . Quality is Free: The Art of Making Quality Certain , New York : New American Library .
  • Crosby , P. B. 1987 . Quality without Tears , Singapore : McGraw-Hill .
  • Dale , B. G. 2003 . Managing Quality , 4 , Oxford : Blackwell .
  • Dale , B. G. and Cooper , C. L. 1994 . Introducing TQM: the role of senior management . Management Decision , 329 ( 1 ) : 20 – 26 .
  • Dale , B. G. and Lightburn , K. 1992 . Continuous quality improvement: why some organisations lack commitment . Industrial Journal of Production Engineering , 27 ( 1 ) : 52 – 67 .
  • Dalgleish , S. 2003 . Could Deming have been wrong? . Quality , 42 ( 6 ) : 18
  • Dean , J. W. and Bowen , D. E. 1994 . Management theory and total quality: improving research and practice through theory development . Academy of Management Review , 19 ( 3 ) : 392 – 418 .
  • Deming , W. E. 1986 . Out of the Crisis , Cambridge, MIT : Centre for Advanced Engineering Study .
  • Deming , W. E. 1993 . The New Economics for Industry, Government, Education , Cambridge, MIT : Centre for Advanced Engineering Study .
  • Dow , D. , Samson , D. and Ford , S. 1999 . Exploring the myth: do all quality management practices contribute to superior quality performance? . Production & Operation Management , 8 ( 1 ) : 1 – 27 .
  • Escrig-Tena , A. B. 2004 . TQM as a competitive factor: a theoretical and empirical analysis . International Journal of Quality & Reliability Management , 21 ( 6 ) : 612 – 637 .
  • Feigenbaum , A. V. 1983 . Total Quality Control , 3 , New York : McGraw-Hill .
  • Feigenbaum , A. V. 2004 . Total Quality Control , New York : McGraw-Hill Professional .
  • Fisher , C. M. 1995 . The difference between appraisal schemes: Variation and acceptability – part II . Personnel Review , 249 ( 1 ) : 51 – 66 .
  • Flynes , B. 1999 . Quality management practices: a review of the literature . Insh Business and Administration Research (IBAR) , 19–20 ( 2 ) : 113 – 138 .
  • Garvin , D. 1984 . What does product quality really mean? . Sloan Management Review , 26 ( 1 ) : 25 – 43 .
  • Garvin , D. 1986 . Quality problems, policies and attitudes in the United States and Japan: an exploratory study . Academy of Management Journal , 29 ( 4 ) : 653 – 753 .
  • Garvin , D. 1988 . Managing Quality , New York : Free Press .
  • GMJ . 2002 . Start worrying about ‘not engaged’ employees . Gallup Management Journal , [Online]. Available: http://gmi.gallup.com (accessed March 2005)
  • Guest , D. A. 1995 . “ Human resource management: its implications for industrial relations and trade unions ” . In New Perspectives on Human Resource Management , Edited by: Storey , J. 41 – 55 . London : Routledge .
  • Hackman , J. R. and Wageman , R. 1995 . Total quality management: empirical, conceptual, and practical issues . Administrative Science Quarterly , 40 ( 2 ) : 309 – 342 .
  • Hambrick , D. C. , Geletkanycz , M. A. and Fredrickson , J. W. 1993 . Top executive commitment to the status quo: Some tests of its determinants . Strategic Management Journal , 14 ( 6 ) : 401 – 418 .
  • Hayes , R. and Wheelwright , S. 1984 . Restoring our Competitive Edge , New York : Collier McMillan .
  • IPM . 1993 . Quality: People Management Matters , Institute of Personnel Management. Exter, IPM Research Series, Short Run Press Ltd
  • Jackson , P. R. 2004 . Employee commitment to quality: its conceptualisation and measurement . International Journal of Quality & Reliability Management , 21 ( 7 ) : 714 – 730 .
  • Juran , J. M. 1986 . The quality trilogy: a universal approach to managing for quality . Quality Progress , 19 ( 8 ) : 19 – 24 .
  • Juran , J. M. 1989 . Juran on Leadership for Quality , New York : Free Press .
  • Kanji , G. K. Quality and statistical concepts . Total Quality Management: Proceedings of the First World Congress , Edited by: Kanji , G. K. pp. 3 – 10 . Abingdon : Chapman & Hill .
  • Kanji , G. K. 1998 . Measurement of business excellence . Total Quality Management , 9 ( 7 ) : 633 – 643 .
  • Kanji Quality Culture . 2004 . Leadership: The ‘Prime’ for Business Excellence , [online]. Available: http://www.gopal-kanji.com (accessed June 2004)
  • Kanji Quality Culture . 2006 . Measuring Business Excellence , [Online]. Available: http://www.gopal-kanji.com (accessed August 2006)
  • Kearney , A. T. 1992 . “ association with TQM Magazine ” . In Total Quality: Time to Take Off the Rose Tinted Spectacles, A Report , Kempston : IFS Publications .
  • Keep , E. 1995 . “ Corporate training strategies: the vital component ” . In New Perspectives on Human Resource Management , Edited by: Storey , J. 109 – 125 . London : Routledge .
  • Kinnie , N. 1995 . “ Human resource management and changes in management control systems ” . In New Perspectives on Human Resource Management , Edited by: Storey , J. 137 – 153 . London : Routledge .
  • Lakhe , R. R. and Mohanty , R. P. 1994 . Total quality management: concepts, evolution and acceptability in developing economies . International Journal of Quality and Reliability Management , 11 ( 9 ) : 9 – 33 .
  • Legge , K. 1995 . “ Human resource management: a critical analysis ” . In New Perspectives on Human Resource Management , Edited by: Storey , J. 19 – 40 . London : Routledge .
  • Lohrke , F. T. , Bedeian , A. G. and Palmer , T. B. 2004 . The role of top management teams in formulating and implementing turnaround strategies: a review and research agenda . International Journal of Management Reviews , 5/6 ( 2 ) : 63 – 90 .
  • Maani , K. E. 1989 . Productivity and profitability through quality – myth and reality . International Journal of Quality & Reliability Management , 6 ( 3 ) : 11 – 23 .
  • Nessa L'Abbe , W. U. 1991 . Philosophy, development and worldwide adaptation of TQM . Productivity , 32 ( 3 ) : 421 – 426 .
  • Newall , D. and Dale , B. G. 1990 . The introduction and development of a quality improvement process: a study . International Journal of Production Research , 29 ( 9 ) : 1747 – 1760 .
  • Oakland , J. S. 1998 . Total Quality Management: Text with Cases , 4 , New York: McGraw-Hill .
  • Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 ( 4 ) : 41 – 50 .
  • Powell , T. C. 1995 . Total quality management as competitive advantage: a review and empirical study . Strategic Management Journal , 16 ( 1 ) : 15 – 37 .
  • Quality gurus . 2004 . [Online] Available: quality gurus: http:// geekswithblogs.net (accessed July 2006)
  • Reed , R. , Lemak , D. and Montgomery , J. 1996 . Beyond process: TQM content and firm performance . Academy of Management Review , 21 ( 1 ) : 173 – 202 .
  • Reeves , C. A. and Bednar , D. A. 1994 . Defining quality: alternatives and implications . Academy of Management Review , 19 ( 3 ) : 419 – 445 .
  • Roberts , H. V. and Sergesketter , B. F. 1993 . Quality is Personal: A Foundation for Total Quality Management , New York : Free Press .
  • Rodgers , R. , Hunter , J. E. and Rogers , D. L. 1993 . Influence of top management commitment on management programme success . Journal of Applied Psychology , 78 ( 1 ) : 151 – 155 .
  • Samson , D. and Terziovski , M. 1999 . The relationship between total quality management practices and operational performance . Journal of Operations Management , 17 ( 4 ) : 393 – 409 .
  • Saylor , J. H. 1992 . TQM Field Manual , New York : McGraw-Hill .
  • Schonberger , R. J. 1986 . World Class Manufacturing , New York : Free Press .
  • Schwinn , D. R. 2002 . Six sigma and more [Online] . Quality e-line , 4 ( 7 ) : 1 – 2 . Available: www.pqsysems.com/eline/v200207/sixsigmaandmor.htm (accessed: May 2006)
  • Silvestro , R. 2001 . Towards a contingency theory of TQM in services: how implementation varies on the basis of volume and variety . International Journal of Quality & Reliability Management , 18 ( 3 ) : 254 – 288 .
  • Sitkin , S. B. , Sutcliffe , K. and Schroedern , R. G. 1994 . Distinguishing control from learning in total quality management: a contingency perspective . Academy of Management Review , 19 ( 3 ) : 537 – 564 .
  • Smith , S. , Transfield , D. , Foster , M. and Whittle , S. 1994 . Strategies for managing the TQM agenda . International Journal of Operations & Production Management , 14 ( 1 ) : 75 – 88 .
  • Soltani , E. 2005 . Top management: a threat or an opportunity to TQM? . Total Quality Management , 16 ( 4 ) : 463 – 476 .
  • Soltani , E. , Lai , P. , van der Meer , R. B. and Williams , T. M. 2008 . Managerial approaches toward service quality: the case of three service organisations . Service Industries Journal , 28 ( 6 ) forthcoming
  • Soltani , E. , van der Meer , R. B. , Gennard , J. and Williams , T. 2003 . A TQM approach to HR performance evaluation: a questionnaire survey . European Management Journal , 21 ( 3 ) : 323 – 337 .
  • Soltani , E. , van der Meer , R. B. , Gennard , J. and Williams , T. 2004 . HR performance evaluation in quality management context: a review of the literature . International Journal of Quality & Reliability Management , 21 ( 4 ) : 377 – 396 .
  • Soltani , E. , van der Meer , R. , Williams , T. M. and Lai , P. 2006 . The compatibility of performance appraisal systems with TQM principles – evidence from current practice . International Journal of Operations & Production Management , 26 ( 1 ) : 92 – 112 .
  • Sousa , R. and Voss , C. A. 2001 . Quality management: universal or context dependent? . Production & Operation Management , 10 ( 4 ) : 383 – 404 .
  • Sousa , R. and Voss , C. A. 2002 . Quality management revisited: a reflective review and agenda for future research . Journal of Operation Management , 20 ( 1 ) : 91 – 109 .
  • Storey , J. 1995 . “ Introduction: from personnel management to human resource management ” . In New Perspectives on Human Resource Management , Edited by: Storey , J. 1 – 18 . London : Routledge .
  • Taguchi , G. and Clausing , D. 1990 . Robust quality . Harvard Business Review , 68 ( 1 ) : 65 – 75 .
  • Timperley , S. and Sisson , K. 1990 . “ From manpower planning to human resource planning ” . In Personnel Management in Britain , Edited by: Sisson , K. 103 – 124 . London : Blackwell .
  • Training and Development . 1992 . The Downside of Quality , 11–12 March : 46
  • Voss , C. 1995 . Alternative paradigms for manufacturing strategy . International Journal of Operations and Production Management , 15 ( 4 ) : 5 – 16 .
  • Waldman , D. A. 1994 . The contributions of total quality management to a theory of work performance . Academy of Management Review , 19 ( 3 ) : 510 – 536 .
  • Waldman , D. A. , Lituchy , T. , Gopalakrishnan , M. , Laframboise , K. , Galperin , B. and Kaltsounakis , Z. 1998 . A qualitative analysis of leadership and quality improvement . Leadership Quarterly , 9 ( 2 ) : 177 – 201 .
  • Waldman , D. , Javidan , M. and Varella , P. 2004 . Charismatic leadership at the strategic level: A new application of upper echelons theory . Leadership Quality , 15 : 355 – 380 .
  • Walton , M. 1986 . The Deming Management Method , New York : Pedigree .
  • Whalen , M. J. and Rahim , M. A. 1994 . Common barriers to implementation and development of a TQM programme . Industrial Management , 36 ( 2 ) : 19 – 21 .
  • Wilkinson , A. 1992 . The other side of quality: soft issues and the human resource dimension . Total Quality Management , 3 ( 3 ) : 323 – 329 .
  • Wilkinson , A. 1994 . “ Managing human resource for quality ” . In Managing Quality , 2 , Edited by: Dale , B. G. 273 – 291 . Prentice Hall : Hemel Hempstead .
  • Wilkinson , A. , Marchington , M. , Goodman , J. and Ackers , P. 1992 . Total quality management and employee involvement . Human Resource Management Journal , 2 ( 4 ) : 1 – 20 .
  • Wilkinson , A. , Redman , T. and Snape , E. 1994 . The problems with quality management: the views of managers . Total Quality Management , 5 ( 6 ) : 397 – 404 .
  • Wilkinson , A. , Redman , T. , Snape , E. and Marchington , M. 1998 . Managing with Total Quality Management: Theory and Practice , London : Macmillan .
  • Williams , R. , Wiele , T. v. d. , Iwaarden , J. v. and Visser , R. 2004 . TQM: why it will again become a top management issue . International Journal of Quality & Reliability Management , 21 ( 6 ) : 603 – 611 .
  • Wolford , G. R. 1991 . A CEO's ‘perspective of TQM’ . Frontiers of Health Services Management , 7 ( 4 ) : 51 – 54 .
  • Yeung , V. W.S. and Armstrong , R. W. 2003 . A key to TQM benefits: manager involvement in customer processes . International Journal of Services Technology and Management , 4 ( 1 ) : 14 – 29 .
  • Zairi , M. 2002 . Total quality management sustainability: what it means and how to make it viable . International Journal of Quality & Reliability Management , 19 ( 5 ) : 502 – 507 .
  • Zhang , Z. 2000 . Developing a model of quality management methods and evaluating their effects on business performance . Total Quality Management , 11 ( 1 ) : 129 – 37 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.