Measuring the maturity of TQM implementation in services

Few service organizations in the US and Europe have not by now attempted to implement at least some of the principles of TQM in their operations. Indeed some service organizations have made repeated attempts to re‐invigorate their quality management programmes and have experienced waves of waxing and waning enthusiasm about TQM. How should service managers determine whether TQM is realized within their organizations? Is their implementation partial or comprehensive? Should it be refocused on improvement areas hitherto neglected? Presents a model of TQM which is translated into an auditing tool to enable service managers to determine the maturity of TQM implementation in their organizations and refocus their improvement initiatives.