Whilst the concept of quality circles is well established in the management lexicon, knowledge management is a much more recent addition. The aim of this paper is to show that these two concepts, together with a number of others, are closely linked and are all aspects of a much more fundamental concept – organisational development. The paper illustrates this by looking at a quality circle and a knowledge management application in two West Midland SMEs and highlighting the similarities and dissimilarities between the two. Finally the paper discusses the factors that, in the author’s experience, predispose an organisation to be successful in terms of such initiatives.
Examines the reasons why TQM has had relatively little impact in the hospitality sector and recognizes the greater risks involved in implementing TQM as opposed to a more “technique‐based” implementation. Identifies two requirements for successful implementation – the right initial conditions (which reduce the perceived risk) and the need for an appropriate environment within which TQM can flourish. In the latter context, four key concepts are identified: “external awareness”, “change potential”, “motivation”, and “manoeuvrability”. Comparisons are drawn with manufacturing organizations which identify some of the reasons for the greater impact in that sector. Concludes by identifying some ways in which the hospitality sector could start to close the gap.
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