customer satisfaction

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IJQRM
18,7

722
Received August 2000
Revised February 2001

The current issue and full text archive of this journal is available at http://www.emerald-library.com/ft Case studies on the implementation of TQM in the
UK automotive SMEs
Sha’ri Mohd. Yusof
Universiti Teknologi Malaysia, Johor Bahru, Malaysia, and

Elaine Aspinwall
University of Birmingham, Birmingham, UK
Keywords TQM, Implementation, Case studies, Small-to-medium-sized enterprises
Abstract Describes the methodology and findings of four industrial case studies conducted on the implementation of TQM in automotive small and medium-sized enterprises (SMEs). Interviews were conducted to answer key issues which were felt to be crucial to this study. In addition, the case studies also explored the feasibility of the authors’ conceptual framework, and subsequently its validation. The companies were categorised as ``TQM’’ and ``lesser TQM’’ companies, and the analysis was performed on this basis. Results from the case studies indicated that the SMEs used in the study had approached TQM without the help of any specific framework, but they had implemented the numerous quality initiatives or programmes on a ``slice by slice’’ approach. It was found that three common aspects were emphasised in each case when adopting TQM. Culminates with the conclusions drawn from the studies and future research directions.

International Journal of Quality &
Reliability Management,
Vol. 18 No. 7, 2001, pp. 722-743.
# MCB University Press, 0265-671X

Introduction
Total quality management (TQM) is a philosophy and presents a business system that companies should adopt to achieve organisational excellence. The adoption and implementation of quality initiatives have, in the main, been spearheaded by large companies; the smaller ones always being followers and have lagged behind. Various

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