Managing successful total quality relationships in the supply chain

Abstract The importance of relationships between organizations is becoming increasingly recognized as firms try to adapt to an uncertain and turbulent environment. Emphasis is shifting from approaches based upon confrontation towards those that imply greater cooperation and collaboration. Despite the extensive rhetoric that surrounds such models, however, relatively little work has been done on their detailed characteristics, nor on mechanisms for their development and maintenance. One desirable characteristic of such relationships is likely to be the set of values and behaviours associated with Total Quality Management (TQM), especially those involving the development of continuous improvement practices. This paper reviews the possible role of TQM within the supply chain or network of relationships and suggests some early throughts on the emerging patterns of development towards such models. The conclusions draw upon the authors' case study research within the supply network of a major UK purchaser in which eight specific relationships were studied in depth, and point to some directions for further exploration.