This paper, which is part of a wider research process, identifies the categories of quality management, from the answers provided by those responsible for quality in 106 certified firms, in order to determine the importance of these categories, identify areas for improvement to progress beyond...

Many firms have started to realise the benefits of total quality management. In this respect, quality management improves internal and external quality management performance. This philosophy enhances customer satisfaction, employee satisfaction and increases business results. Therefore, the...