Track: Total Quality Management

Abstract

Organisations in South Africa now, more than ever before, need to introduce Total Quality Management (TQM) in their organisational culture to provide outstanding products and services to their customers.  Although TQM has been introduced to improve organisational performance, it is perceived that some organisations have not accomplished much over the years. Achieving results by implementing TQM is challenging and depends on (i) leadership, (ii) employee involvement, (iii) customer focus, (iv) strategic planning, (v) supplier relations, (vi) process management and (vii) information analysis. These principles must be incorporated in the organisational performance measures in terms of (i) quality improvement, (ii) product/service quality, (iii) customer satisfaction, (iv) employee satisfaction and (v) supplier performance.

Current research in both the manufacturing and service industries in South Africa reveals that TQM does have an influence on the five organisational performance measures and plays an important role in the performance and success of an organisation.