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In recent years, there have been many articles describing both the failure and the success of total quality management (TQM). Problems with TQM have been well documented in papers by Fisher (1994), Brown (1993), Smith et al. (1994) and Boyett et al. (1992), and yet other research-based articles have indicated considerable business success in the introduction of TQM. Surveys conducted by Zairi et al. (1994), Mann and Kehoe (1994), Oakland et al. (1994) and Taylor (1995) indicated that total quality programmes had a positive impact on measures of business performance. The review of success and failure stories implies that there...
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