This article discusses the importance of training and education for TQM. The best way to institute quality into an organisation, particularly a bank, is to train employees to do their job better. The training structure must be top‐down, starting with the top team and cascading down the organisation. This is necessary to show management commitment and to ensure managers actually understand the TQM principles and methods. Results of the research project have indicated that none of the respondents’ organisations possess a well‐developed TQM training strategy and plan.
Claims that management's failure to recognize the importance of attitudes and to foster a change is one of the primary reasons for the failure of the quality transformation process. States that successful TQM implementation is dependent on the existence of a total quality culture among all personnel. Reports research which indicates that, although some positive elements do exist, for example, a common accepted vision, accepted responsibilities, customer-focus and group cohesiveness, much still needs to be done to pave the way for a total quality culture.
Benchmarking is the process of identifying, understanding and adapting outstanding practices from within the organisation or from other businesses, to help improve performance. The importance of benchmarking as an enabler of business excellence has necessitated an in-depth investigation into the current state of benchmarking in South Africa. This research project highlights the fact that respondents realise the importance of benchmarking, but that various problems hinder the effective implementation of benchmarking. Based on the research findings, recommendations for achieving success are suggested. JEL M10
Notes that fierce competition, shrinking market share, spiralling costs and rapid change are causing many executives to reassess critically the manner in which they operate and manage their business. Presents the results of a research project which investigated the implementation of TQM in retail grocery and clothing chain stores in South Africa and evaluates whether the implementation of this concept definitely contributes to greater competitive advantage in that industry.
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