Approaches to quality management in the UK: survey evidence and implications

Purpose – This paper seeks to shift the focus to the implications of various quality management

Design/methodology/approach – A mail-based survey is conducted among a total of 150

methodology sounds appropriate, given that there is a relative dearth of evidence regarding the nature

through such systems.

quality management (TQM) models were seen as helping organisations in the journey towards

management systems, however, a major discrepancy was found between the rhetoric of these systems

were developing a more strategic approach to managing soft aspects of quality management. The

relatively the antithesis of that of the TQM-driven organisations.

method and the fact that it draws its data from only a mail-based survey. Therefore, additional

order to examine more deeply and validate the survey results.

management initiatives, indeed, the paper is in many respects a spirited defence of the distinctive

Originality/value – This paper updates the earlier work and significantly highlights the move to

management frameworks.