Industry

Analysis of Total Quality Management

Practices in Manufacturing and Service

Sectors

Faisal Talib1

Mechanical Engineering Section, University Polytechnic,

Faculty of Engineering and Technology, Aligarh Muslim University, Aligarh,

U.P., India

(ftalib77@yahoo.co.in)

Zillur Rahman

Department of Management Studies, Indian

Institute of Technology, Roorkee,

U.Kh., India

(yusuffdm@iitr.ernet.in)

M.N. Qureshi

Department of Mechanical Engineering, Faculty of Technology and Engineering,

M.S. University of Baroda, Vadodara,

Gujarat, India

(mnqureshi@rediffmail.com)

Abstract- Quality gurus such as Juran,

Deming and Crosby have advocated

various methodologies for business success

and single out some quality practices.

These practices have a positive impact on

business

performance

in

both

manufacturing and service sectors.

This paper attempts to identify the

TQM practices in two different sectors

and examines the difference between them

by analyzing their commonalities with

respect to their implementation as

applicable to both the sectors. The

methodology adopted was critically

examining the literature on TQM

practices followed by manufacturing and

service sectors. Altogether, 30 published

research studies (15 research studies on

TQM practices in the manufacturing

industries and 15 on the service

industries) were identified that focused on

TQM principles and practices used by

them. The finding showed no significant

difference in the level of most of TQM

practices and broadly the same group of

identified TQM practices do exist and are

applicable to both the sectors except few

differences were found and were

presented in this study. The results can

provide guidance for service managers

and quality practitioners aiming to

implement

TQM.

Further,

some

managerial implications and future scope

of this study are also presented at the end.

Keywords- manufacturing industries,

service

industries,

top-management

commitment, Total Quality Management,

TQM practices,

I. INTRODUCTION

The...