An investigation of the perceived importance and effectiveness of quality management approaches

Investigates the key strategic approaches used by Queensland businesses in achieving their quality objectives. Finds that the highest ranked quality management techniques of total sample firms included a program for reduction in defects, commitment and communication of commitment to quality programs, an open trusting culture and interaction with customers and suppliers. Finds also that in excess of 65 per cent of Queensland businesses adopt some form of quality management techniques, of which ISO 9000 was found to be dominant. Quality management approaches used by businesses committed to quality management were compared with those which had no formal commitment to quality management. The results suggest that businesses committed to a quality management program are more inclined to have top executive support for, and organisational communication of, quality management principles, plus greater emphasis on better customer relationships, and that these quality management approaches are positively associated with organisational performance.