TQM in retail departmental grocery and clothing chain stores in South Africa

Abstract

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.

TQM and customer satisfaction in Malaysia's service sector

“…In fact, a number of researchers also had selected this sample group (i.e. managers) as their target population in relation to the empirical study of TQM (Samat et al, 2006;Terziovski, 2006;Tavana et al, 2003;Vermeulen, 1996). Tavana et al (2003) postulated that a commitment to quality management was primarily initiated by the top management, and departmental managers were usually more familiar with the basic principles and terminology of quality management as compared to other levels of employees (i.e.…”