Implication of Total Quality Management Concepts in Service Organizations

Abstract

This paper studies the feasibility of total quality management (TQM) approach in service operations systems and its outcomes as well. Service operations merit a considerable attention because they form a huge part of an economy and have characteristics that differentiate them from goods manufacturing operations. Contemporary approaches (e.g. JIT and TQM) which formed originally for manufacturing operations require investigation for implementing in service operations, for guaranteeing the results. In this study, we investigated, via a meta-analysis of previous researches, the feasibility and outcomes of this quality approach in the service operations (e.g. educational services …). The results showed that the TQM could be useful quality instrument, off course with some considerations. Moreover implementing TQM in service operations brings some useful results, which can be articulated via such variables as job satisfaction, organizational confidence, and quality of relationships. With the importance of the human factor in service operations, the mentioned variables would play a bold leverage role in enhancing quality in service operations. Experimental analyses showed that the initial hypothesis that there is a relationship between the implementation of total quality management and job satisfaction, organizational confidence, and the quality of relationships, in the organization studied.