Selected proposals and possibilities of trust development within the TQM concept

Marek Bugdol (Institute of Economics and Management, Jagiellonian University, Kraków, Poland)

The TQM Journal

ISSN: 1754-2731

Publication date: 4 January 2013



The purpose of this paper is to define the meaning of trust in the total quality management (TQM) concept and to present the practical possibilities of its development.


The basic research method was a study of the literature on the subject. First, the author carried out a detailed analysis of the literature on the subject and distinguished several thematic aspects comprising, among other things, the role and meaning of organizational values in management, the role of trust and its relation to other organizational values, and recommendations concerning trust development. The following stage was classification and categorization. Most of the issues were arranged in order and particular contents were ascribed to predetermined research aspects. The system approach and, indirectly, the hermeneutic interpretation were used in the article.


The research confirmed the possibility of trust development, taking into consideration a specific character of TQM. On the basis of previously developed concepts, the author proposes three methods of trust development in the TQM environment: taking into consideration an organizational values system; applying various trust types; and applying the key elements of TQM.

Practical implications

On the basis of the presented methods of TQM development, trust development programmes can be created. This is what some organizations have already been doing (e.g. Boeing‐Seattle).


The article is the first attempt to present the methods of trust development within the context of the specific character of TQM.



Bugdol, M. (2013), "Selected proposals and possibilities of trust development within the TQM concept", The TQM Journal, Vol. 25 No. 1, pp. 75-88.

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