A theoretical framework of soft TQM in successful implementation

摘要

Total quality management (TQM) is the term used to describe a comprehensive view of quality assurance (Evans and Lindsay, 1993). TQM is an integrative management concept for continuously improving the quality of goods and services delivered through the participation of all levels and functions of the organisation. TQM is simply the process of building quality into goods and services from the beginning and making quality everyone's concern and responsibility. The success of TQM depends on the genuine commitment to quality by every member of the organisation. This research aims to propose a theoretical model to study the effect of soft dimensions of TQM on successful implementation which is measured in terms of financial and non-financial measures. The researcher(s) in order to validate developed instrument researcher(s) conducted a pilot study in cement industry. The reliability, validity and data analysis shows that the instrument can be effectively used for any sector.