The power of TQM: Analysis of its effects. on profitability, productivity and customer satisfaction

摘要

The earlier TQM studies have concentrated on studying the adoption rather than the whole implementation process that they are also mainly cross-sectional studies and the studies on the effectiveness of TQM have focused on developing measures for effectiveness. This empirical study can be considered unique because of the research setting. It uses objective performance measures, the level of analysis is the business unit, and the depth of TQM implementation is operationalize. In this analysis the experience of TQM and the way, the depth of TQM implementation affect the performance of the unit are studied. (38 refs.)