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Barriers to Quality (Focus on the Services Sector)
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Posted by: Manolis Psarros
Posted on: Tuesday, 3rd April 2001, 12:00 AM.
It is commonly accepted by the managerial world that TQM is an approach to imroving the effectiveness and flexibility of businesses as a whole. It is essentially a way of organizing and involving the whole organization, every department, every activity, every single person at every level.
In addition, the TQM literature suggests that participation and teamwork, customer focus and continuous improvement are the main elements of the TQM concept. The implementation of TQM techniques (consider SixSigma as one of them) are presented as the absolute sollution to everything. However, the services industry is still in the dark....
The recent researchers supports that only the health and Bank sector are enjoying the benefits of TQM application. What about the other sectors? Hospitality and Tourism industry is officially the number one industry in service provision concerning the number of employees and profit statistics. Although the companies seems unable to adopt the Quality management philosophies. For example,an exploratory study finds that large, chain affiliated hotels have embraced TQM, but TQM is by no means universally practised.
The barriers to quality management application have a never-ending flow, resistance to change, time, lack of teamwork, training-related issues are some of these barriers. I do not want to be negative, but it is obvious that TQM in services is a theoretical approach without analogous practical base. The high level of human interaction is the main reason.
Is there any way to adopt TQM in services and finally overcome these barriers?
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