A SYSTEMATIC LITERATURE REVIEW OF TOTAL QUALITY MANAGEMENT (TQM) APPLICATION AND PERFORMANCE IN THE ORGANISATION

Abstract

Customers’ demands today have become increasingly complex and sophisticated. Most of the organisations have similar intention to fulfil the demand and expectations of customers. The organisations have no options and need to implement a comprehensive concept and method on managing those requirements. Total Quality Management (TQM) is one of the most appropriate approaches for quality improvement. Thus, the purpose of this article is to examine the TQM practices, implementation approaches and their effects on organisational performance and customer satisfaction through systematic literature review. TQM is still relevant to be adopted and significantly improved business performance and customer satisfaction. Systematic literature review is important to identify and develop a comprehensive understanding of a specific area through synthesizing previous and existing studies, identifying inconsistencies and suggesting directions for future research. This reviewed explore many studies by scholars and researchers involving various organisations, sectors and industries. Total number of 85 articles have been reviewed across journal and proceeding. However, only 45 articles were selected related to the study. Duration of the reviewed took almost 6 months. The result indicates that TQM concept and approaches are still appropriate to date and has been practice by organisations widely whether larger or Small and Medium Enterprises (SME) and successfully improve their performance.