Critical factors and performance measures of TQM

Critical factors and performance measures of TQM

J. Motwani, The TQM Magazine, Vol. 13 No. 4, 2001

Draws from the quality literature and gurus to identify over 45 performance measures (PMs) for total quality management (TQM). Discusses various related works, giving a comparative list of TQM critical factors identified in six empirical studies. Draws from these and other researches to identify seven critical constructs considered to cover the range of TQM activities, i.e. top management commitment, quality measurement and benchmarking, process management,product design, employee training and empowerment, supplier quality management,and customer involvement and satisfaction. Expands on each of these dimensions,tabling their accompanying PMs and citing sources. Advises on how to stage the implementation of the seven constructs.

Comment: These 45 performance measures are ideal for the practical manager, especially when coupled with the seven critical constructs for TQM identified by the author.