Total quality management in north eastern companies: identification of key success factors

Abstract

The principles of Total Quality Management have been the subject of much cnt1cal comment in the press in recent years suggesting that the concept is not delivering the promises claimed for it The work attempts to gather evidence about the way in which Total Quality Management is being practiced in companies in the North of England and, from this, to form a view of the success or otherwise of the concept The work attempts to describe the key characteristics of companies who havegained Success from the use of Total Quality Management practices within their own businesses.A brief overview of the history of the major milestones in the development of management techniques is given to support the view that current TQM practices are part of the evolutionary development of management techniques. The practice of TQM in local companies is described in depth demonstrating the benefits which some companies have gained from the philosophy. A survey of the companies in the North of England was carried out and the results are described in detail. The overall conclusion from the study is that TQM is being widely practised in companies but it is in the early stages of development and most companies are still using it only as an internal tool to improve efficiency with comparatively few seeking to involve their customers more deeply in their businesses. This survey is compared with one carried out in Scotland in 1990 and it is shown that attitudes towards TQM have developed in the time between the two surveys. Finally the data gathered in the North of England survey is analysed to develop a model of the key characteristics of a company gaining "benefits from the adoption of TQM principles.