Measuring critical success factors of TQM implementation successfully - a systematic literature review

In times of globalisation and international trade, the concept of total quality management (TQM) as a strategy to enhance organisational performance is growing in importance. To exploit the benefits provided by TQM, organisations must manage the complex implementation process successfully. Therefore, organisations need to measure critical success factors (CSFs) when introducing TQM. However, previous research has developed a plethora of measurement instruments and researchers do not agree on certain factors or on one single measurement instrument. A systematic literature review is conducted to structure and clarify the scattered research field. The analysis of 145 studies reveals that CSFs can be classified into 11 distinct dimensions. The article proposes a three-level framework and a holistic set of measurement instruments to help researchers and managers measure each critical dimension in a timely and comprehensive manner. A focus group consisting of six quality managers validated these results. The study concludes with further findings and future research. Deficiencies of current measurements are presented and the article discusses the finding that human related factors are regarded as highly relevant but have remained low on many researchers' and practitioners' agendas. Hence, this article is a major contribution to structure the complex research field of measuring CSFs of TQM implementation.