The evolution of TQM : An empirical analysis using the business process change framework

Purpose – Business process change (BPC) is an organizational initiative to achieve significant improvement in performance and has been extensively reported in the information systems literature. Total quality management (TQM) has been employed to improve the quality of processes within a business unit. In this research an attempt is made to link BPC with TQM. Design/methodology/approach – Using case‐study methodology, an attempt is made to connect the two fields. Specifically, examines how quality management falls within the various BPC constructs. Findings – Results of this study indicate that the BPC concept is generalizable to accommodate TQM. Originality/value – This has important ramifications for both practitioners and researchers. Practitioners will now have a methodology that is flexible to adjust as the demands of the business evolve from quality objectives into other needs such as mass customization and shortened lead times. The results of this study provide a theoretical model to the evolution of quality management.