Developing a model of quality management methods and evaluating their effects on business performance

摘要

From an extensive review of the total quality management (TQM) literature, a model of quality management methods (QMMs) was developed. The model has 83 QMMs which are categorized by the 11 TQM elements they primarily aim to improve. Ten manufacturing companies which were renowned for quality management in the Netherlands were selected for investigation of how they practically implemented the model of QMMs and what the effects of QMMs were on business performance. A structured interview technique was employed for data collection. It is concluded that: the model of QMMs can be used to assess an organization's strengths and weaknesses with regard to its use of QMMs; different companies have employed different QMMs on the basis of their own requirements; QMMs really have positive effects on product quality; and TQM has much better effects on overall business performance than ISO 9000.