Quality Management: An Index For Actual Practice And Managers Perception

Abstract

The reviewed literature indicates that TQM is a potential source of competitive advantage. Although the efficacy of quality management has been studied in detail, the link between quality practices and managers’ perceptions about TQM has received less attention. In this study, quality practices and managers’ perceptions were investigated to advance a much-needed theoretical base, including underlying assumptions. Specifically, an instrument was developed and applied at 20 retail/service and 10 manufacturing companies in a distinct region in Canada, to measure managers’ practices and perceptions on TQM dimensions. A quality index for each dimension allowed ranking and grouping of these dimensions. Additionally, case study research was conducted with a notable retailer of relevance to the region and Canada, and with a US manufacturing company noted for top-ranking on the top rated dimension-grouping, namely strategy, leadership and continuous improvement. The results suggest that studying managers’ perceptions and their practices can contribute significantly to understanding the potential advantages of TQM.