Total quality management as driver for internationalization: a case study of a small family firm

Abstract

PurposeThis study investigates the relationship between Total Quality Management (TQM) and internationalization in small family firms, focusing on the role that the dimensions of TQM may have as strategic resources to implement successful internationalization strategies.Design/methodology/approachBuilding on the Resource-Based View (RBV), the study is based on a single case study, and data were gathered through in-depth interviews with the family owner-manager.FindingsFindings show that small family businesses that aim to operate in international markets have to invest constant attention toward TQM by developing strategies able to achieve excellence. More in detail, for small and medium family firms, TQM represents a driver to internationalize. Therefore, family-owned managers sustain that internationalization success depends on the increasing attention exhibited toward the following dimensions of quality, specifically on three main pillars: relationships, professionalization and long-term vision, which appear to be strategic resources in international markets. An interpretive model is proposed with a set of propositions.Research limitations/implicationsScholarly implications are threefold. First, findings contribute to the RBV theory by introducing the long-term vision as a strategic resource able to activate a loop between TQM and internationalization success. Second, results contribute to TQM literature, highlighting that it represents a driver to internationalize, and following a long-term perspective, its enhancement is stimulated by internationalization. Third, findings contribute to family business studies, underlining the relevance done of owners on professionalization as a strategic resource to ensure excellence and obtain success in overseas markets. The main drawback refers to the fact that results stemmed from one single case study. Further studies could deepen the analysis on multiple cases.Practical implicationsThe proposed case study represents a best practice and can stimulate other entrepreneurs and consultants to invest in TQM to thrive internationalization strategies.Originality/valueThe current study, elucidating that TQM is the driver to stimulate family business internationalization, proposes an interpretive model to study TQM and internationalization in small and medium family firms.

How do firms obtain benefits from quality awards: An empirical study of the winners of the China quality award

“…Effective TQM practices can be conceptualized as a set of integrated organizational resources that contribute to achieving and sustaining competitive advantage (Miranda Silva et al ., 2014). With the introduction of TQM, the company generates distinctive resources that positively impact firm performance (Floris et al ., 2021). As a recognition of the successful implementation of TQM, QA fits the criteria of VRIN resources.…”

“…Consumers are loyal to companies that consistently provide high-quality products and services (Zhang and Xia, 2012). To improve performance and competitiveness, numerous organizations have implemented operation management practices that have been successful over the years (Ahmed et al ., 2019; Floris et al ., 2021; Hilman et al ., 2019; Jacobs et al ., 2015). One of the most widely adopted and studied modern quality management practices is Total Quality Management (TQM) (Abbas, 2020; Chaudary et al ., 2014; Corredor and Goñi, 2011; Floris et al ., 2021; Hilman et al ., 2019).…”

“…To improve performance and competitiveness, numerous organizations have implemented operation management practices that have been successful over the years (Ahmed et al ., 2019; Floris et al ., 2021; Hilman et al ., 2019; Jacobs et al ., 2015). One of the most widely adopted and studied modern quality management practices is Total Quality Management (TQM) (Abbas, 2020; Chaudary et al ., 2014; Corredor and Goñi, 2011; Floris et al ., 2021; Hilman et al ., 2019). To reward companies that have excelled in implementing quality improvement programs, quality awards (QA) were established based on evaluation criteria related to TQM (Hendricks and Singhal, 1996, 1997).…”

An investigation of mediating factors for export–import business performance excellence: a systems perspective framework for Thailand

“…In the export-import (EXIM) sector, evidence of TQM as a business excellence tool is scarce, with few examples demonstrating leading measures of quality practice, primarily through BCPE. According to Floris et al (2021), a noted exception is family business internationalisation. Floris suggests TQM is recognised as a driver to promote success by setting a long-term vision as a strategic resource enabling excellence achievement.…”

“…In the export–import (EXIM) sector, evidence of TQM as a business excellence tool is scarce, with few examples demonstrating leading measures of quality practice, primarily through BCPE. According to Floris et al. (2021), a noted exception is family business internationalisation.…”