Identification of the Critical Factors of TQM*

TLDR

Current TQM concepts rely largely on anecdotal evidence and guru prescriptions, leaving little consensus on critical success factors and lacking empirically validated models. This paper proposes a research methodology to enhance self‑assessment frameworks such as the Baldrige Award, guiding organizations in developing Total Quality Systems. The authors extracted items from the Baldrige model and literature, surveyed over 200 managers with a questionnaire, and applied established analytical techniques to identify ten critical TQM factors. The ten identified factors were reliable, valid, and provided new insights into TQM.

Abstract

Current concepts in the field of Total Quality Management (TQM) are largely based upon case studies, anecdotal evidence and the prescriptions of leading “gurus.” Consequently, there is little consensus on which factors are critical to the success of the approach. Few attempts have been made to scientifically synthesise frameworks for measuring quality management practices, and a methodology for examining the issue has yet to be established. This has meant that current TQM models, such as the Malcolm Baldrige Award, have not been constructed or validated by empirical means. This paper presents a research methodology that can be used to improve self‐assessment frameworks, such as the Baldrige Award, to better inform organisations in the development of Total Quality Systems. The research extracts a series of items from the Baldrige model and established literature. These items formed the basis of a questionnaire sent to over 200 managers. Data was examined using several well‐established analytical techniques that identified 10 critical factors of TQM. These factors were shown to be reliable and valid, and offer new insights into our understanding of TQM.