Chapter 7 Supporting Entrepreneurship Success through the Implementation of a Total Quality Management Model for Small and Medium-sized Enterprises

The entrepreneurial vision, strategic goals, organizational capabilities and processes, alone, will not be adequate to attain business success, unless there is a quality management philosophy in the company ( Al-Dhaafri, Al-Swidi, & Yusoff, 2016 ). Successful entrepreneurial endeavours essentially rest on action, assertiveness, persistence and know-how of leadership ( Azyan, Pulakanam, & Pons, 2017 ) who comprehend the application of quality management methods as a long-term ‘quality journey’. The appropriate implementation of a quality management system (QMS) or total quality management (TQM) system results in enhanced organizational performance ( Sahoo & Yadav, 2017 ). A wide range of small and medium-sized enterprises (SMEs) have nowadays been aware of the indisputable importance of quality and have reaped the benefits of TQM, having in mind that TQM is not just a method or a tool but a whole business philosophy. TQM is a systematic approach that focuses on continuous improvement of the organizational processes with the participation and contribution of all the stakeholders, so as to manage and enhance quality, productivity and customer satisfaction. It is the best way for the enterprise's growth and domination in the contemporary national and international competitive marketplace ( Kriemadis, Thomopoulou, & Sioutou, 2017 ). According to several studies, by embracing the TQM philosophy, SMEs can compete in the global competitive environment (Womack & Roos, 1990; as cited in Karani & Bichanga, 2012 ; Sainis & Kriemadis, 2019 ; Pashiardis & Kriemadis, 1999 ). The present study aims to develop a generic TQM model for SMEs in order to improve their competitiveness, productivity and quality as well as to enhance their entrepreneurial orientation.