A SECONDARY DATA ANALYSIS OF CRITICAL SUCCESS FACTORS FOR TQM IN SERVICE SECTOR

Bharat N. Bharat
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Abstract

A business firm's ability to grow sustainably is based on the core management philosophy of Total Quality Management. TQM is being implemented by several critical success factors such as customer orientation, apex management commitment, training & education, continuous improvement, etc. In an organization, they are collectively referred to as CSFs of TQM. The presence of key CSF can enhance customer focus and quality performance, which will boost long-term survival and profitability.This study uses the Pareto analysis method where the researcher tries to identify the TQM CSFs in service industry with special reference to banking sector. In order to determine TQM CSFs, 33 research publications in all have been examined. The outcome of this investigation will definitely contribute towards the field of research and it offers a structure for conducting an empirical examination based on TQM practices in banking sector in India.
对服务业贸易质量管理关键成功因素的二手数据分析
商业公司的可持续增长能力基于全面质量管理的核心管理理念。全面质量管理是通过几个关键的成功因素来实施的,如顾客导向、高层管理承诺、培训与教育、持续改进等。在一个组织中,这些因素统称为全面质量管理的 CSF。本研究采用帕累托分析法,研究人员试图找出服务行业的全面质量管理 CSF,特别是银行业。为了确定 TQM CSF,研究人员研究了总共 33 篇研究出版物。这项调查的结果必将为研究领域做出贡献,并为在印度银行业开展基于 TQM 实践的实证研究提供一个架构。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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