Assessment of Total Quality Management Implementation in Indian Service Industries

The purpose of this paper is to examine the extent to which total quality management (TQM) practices have been implemented in Indian service industries. The research reports the findings of an empirical study conducted with a sample of 172 top and middle managers in Indian service industries. The results reveals that six TQM practices i.e. top-management commitment; customer focus; process management; quality systems; teamwork; and communication are effectively implemented across the Indian service industries while eleven practices are partially implemented. The proposed framework would be helpful for the managers and practitioners in implementing an effective TQM program.