select study of TrQM towards improvement in performance of Indian Service Industries

Abstract

With the economy becoming increasingly service oriented, issues of quality have begun to spread to the service sector also. As a result, organizations in service sector have turned to Total Quality Management (TQM) to help them to be competitive. In the present work a methodological framework has been developed to assess the suitability of Total Quality Management (TQM) practices for select service sector i.e. engineering education. This methodology has been developed for the engineering education because it is one of the most important sectors not only in terms of the growth but also for its contribution towards social and technical development. newlineThe first part of the research identifies TQM implementation and performance measure criteria for engineering education in Indian scenario. It takes into account the opinion of experts and integrates suggested list of TQM and performance measure criteria of different researcher to present a TQM based framework using Delphi method. After three rounds of Delphi study, 13 major criteria and 68 sub-criteria for TQM implementation and 4 criteria of performance measures were finalized. Identified 13 major criteria are; Institutional Resource Management, Long term Strategy and Planning, Excellence Human Resource Management, Continuous Assessment and Improvement, Top Management Commitment and Visionary Leadership, Student Focus, Employee Focus, Alumni Focus, Service Culture, Quality Mission and Vision Statement, Information Management System, Innovative Academic Philosophy and Method and Industry Institution Partnership. newlineThe second part of the research is aimed at developing TQM implementation model, which can be used as a road map for implementing TQM criteria in sequential manner in any Engineering Educational Institute (EEIs) and also assess the interactions between TQM implementation criterion and Performance measures. For this a relationship among TQM implementation criteria is developed using interpretive structural modeling (ISM) methodology.