Quality management concepts, principles, tools and philosophies

Purpose – The main aim of this paper is to provide a practical approach for understanding the quality management (QM) terminology.Design/methodology/approach – Using the existing QM measurement instruments available in literature, the terminology used is classified into constructs, practices and finally tools or techniques. QM may then be viewed as a combination of the three sets of terminology. This paper reports on the research which investigated the implementation of TQM within the constructional‐related SMEs.Findings – The study classified the broad areas of where SMEs can align their TQM applications, into one of the following areas: customer‐oriented TQM, supplier‐oriented TQM, HRM‐oriented TQM, or process‐oriented. These four dimensions were deemed to be interrelated and mutually support each other.Originality/value – This study contributes to clarifying the conflicting results being reported in the QM literature which inevitably leads to having different levels of analysis of QM. Accordingly, the ...

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