An AHP‐based study of TQM benefits in ISO 9001 certified SMEs in Trinidad and Tobago

Abstract

Purpose – This paper empirically determines the extent to which the criteria of total quality management (TQM) are achieved in ISO 9001 certified small‐ and medium‐sized enterprises (SMEs) in Trinidad and Tobago (T&T). These criteria represent the attributes of TQM and as such one can equate these to the benefits of TQM that are achieved through ISO in SME. In addition, weaknesses are highlighted to which scarce resources could be parsimoniously allocated.Design/methodology/approach – The analytic hierarchy process (AHP) methodology is used to determine the percent weightings of four categories of performance criteria that were identified via a review of quality management literature. These criteria constitute four stages of TQM implementation including top management commitment (TMC), gap analysis (GA), systems deployment (SD) and continual improvement (CI). A process model together with an AHP framework using these categories of criteria is proposed. An empirical analysis of the criteria of each stage u...