Total quality management in professional services: an examination. Part 1

Abstract

Presents a study of eight organizations which employ a large number of professionals, examining how they have approached the introduction of total quality management (TQM). Among the main findings are that: TQM is not easily understood by professional people and it is often difficult to introduce due to the autonomous nature of professionals, some who view the concept as patronizing; for a TQM initiative to be successful it must be introduced and developed using a committed management who fully understand the concept and can apply it to the complex work patterns of professional staff; and identifies the basic elements required to develop a strategy for introducing TQM in professional services as customers, culture and structure. Points out that a TQM framework model which is specific to professional services is needed to help managers understand the various aspects of TQM, how they fit together, and the complexities of the concept.

Citation

Harte, H.G. and Dale, B.G. (1995), "Total quality management in professional services: an examination. Part 1", Managing Service Quality: An International Journal, Vol. 5 No. 4, pp. 38-43. https://doi.org/10.1108/09604529510796502