An empirical investigation of the successful implementation of quality management in service organisations

A questionnaire was used to collect data from individuals who were involved in the implementation process of QM programs in a large number of organizations. Useable data were received from 211 individuals in 65 organizations and the response rate was 52%. Several statistical techniques, including Multiple Discriminant Analysis, and ANOVA, were used to test the hypotheses of the study. The results of the study point to the importance of the role of employees support and encouragement of departmental co-operation for the successful implementation of QM programs. These factors were found to be important not only initially, but also throughout the whole implementation period of QM programs.

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