A model and a research agenda for total quality management

Abstract

Research bearing on the case for total quality management (TQM) as an effective management approach has lacked a framework around which the claims made for TQM could be systematically evaluated. In this paper, a model of the arguments supporting TQM is presented as a framework for research. This model, the ‘S-P model’, describes those activities and interactions that are necessary in organizations in order for continuous improvement to occur and for benefits to be derived from TQM. Using the model, it becomes possible to study the effects of external and internal organizational factors on the components of TQM. The applicability of TQM is addressed though the model in relation to public health, small business, and public sector and non-profit organizations. The model also provides a basis for diagnosis of individual organizations, and in addition allows us to identify some important questions for future research.