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PurposeThe purpose of this paper is to investigate the impact of total quality management (TQM) implementation on different dimensions of company performance.Design/methodology/approachThe study investigates Canadian finalists (winners and certificates of merit) in the Total Quality category of the Canada Awards for Business Excellence. The data were collected either through in‐depth personal interviews or by mail/telephone using the questionnaire and then analyzed.FindingsThe data analysis confirmed the hypothesized positive impact of TQM on all investigated dimensions of company performance, i.e. employee relations (improved employee participation and morale), operating procedures (improved products and services quality, process and productivity, and reduced errors/defects), customer satisfaction (reduced number of customer complaints), and financial results (increased profitability).Research limitations/implicationsSmall sample size limited the scope of statistical analysis. Also, the results of this study are only valid for TQM adopters and give an indication of what performance can be achieved by companies that undertake a successful TQM program.Practical implicationsThe study provides useful insights into the performance improvement that can be achieved through TQM.Originality/valueThe study provides evidence on how different dimensions of performance are affected by TQM and gives insights into how long does it take to obtain these benefits.

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Carbon footprint is becoming a widely used measure of an organization's contribution to climate change. However, despite a growing number of international standards and guidelines, there is still no consistent and widely agreed-upon methodology for assessment. The current practice of carbon footprint reporting in many industries is not well known and very ambiguous. This paper reports on a study of 150 of the largest hotel groups in the world to see how they assess and report their carbon footprints. The paper concludes that carbon footprint reporting in the hotel industry is scarce, and even for large companies calculations are unclear, not assured and not comparable.

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