Total Quality Management Practices in Service Organizations in Malaysia: A Review
International Conference of Technology Management, Business and Entrepreneurship 2012 (ICTMBE2012), Melaka, Malaysia 18-19 Dec 2012
7 Pages Posted: 13 Jan 2013
Date Written: December 18, 2012
Purpose of this paper is to review the most recent literature on total quality management (TQM) practices in service organizations in Malaysia, and to identify which practices have more effect on the function and efficiency of service organizations as well as on results of TQM implementation. A total of 8 studies have been reviewed covering period of time from 2006 to 2012. The review revealed that there are three practices namely management leadership and commitment, customer focus, and human resource management, play more effective role in performance of service organizations and likewise in the results of TQM implementation. Gaps in the literature are determined and discussed for the benefit of future researchers.
Keywords: TQM practices, service organizations, Malaysia, literature review
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