TQM implementation: An investigation of Critical Success Factors

Abstract

Successful implementation of Total Quality Management (TQM) brings many benefits into the organization. However, in practice many enterprises fail to adopt and implement TQM. Therefore, there is need for a deeper and more systematic assessment of the factors affect on TQM implementation. With this background, this paper attempts to identify and analyze the TQM Critical Success Factors (CSFs) in Iranian context. Thus, a DEMATEL method is applied. The findings indicate that four factors, namely "top management commitment", "strategic quality planning", "process management" and "training" are driver factors and need serious attention.