Please use this identifier to cite or link to this item: https://doi.org/10.1108/01443570010348262
Title: TQM and business performance in the service sector: A Singapore study
Authors: Brah, S.A. 
Wong, J.L.
Rao, B.M.
Keywords: Operations strategy
Performance
Service industries
Service operations
TQM
Issue Date: 2000
Source: Brah, S.A., Wong, J.L., Rao, B.M. (2000). TQM and business performance in the service sector: A Singapore study. International Journal of Operations and Production Management 20 (11) : 1293-1312. ScholarBank@NUS Repository. https://doi.org/10.1108/01443570010348262
Abstract: This paper focuses on gaining insight into the impact of TQM on the business performance of the service sector of the economy. The study yields clear evidence that TQM implementation improved business performance in the service sector of Singapore. Success of TQM implementations appears to be attributable more to the rigor of its implementation rather than the duration. The study finds that while accrued benefits can be attributed to some of the tools of TQM, such as, customer focus and quality improvement rewards, the key to the success of TQM lies in its intangible and behavioral features such as top management support, employee empowerment and employee involvement.
Source Title: International Journal of Operations and Production Management
URI: http://scholarbank.nus.edu.sg/handle/10635/45006
ISSN: 01443577
DOI: 10.1108/01443570010348262
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