The relationships between soft-hard TQM factors and key business results
International Journal of Operations & Production Management
ISSN: 0144-3577
Article publication date: 1 January 2014
Abstract
Purpose
This paper aims to advance in the knowledge of the EFQM model as a framework for implementing total quality management (TQM). To do so, the work identifies the soft-hard TQM factors in the EFQM model, investigates the relationships between these factors and analyses their influence on key business results.
Design/methodology/approach
The methodology used is factorial analysis and structural equations – specifically the partial least squares technique. The sample is made up of 116 private firms. TQM is an integral management philosophy which is based on a set of social and technical factors that must be put into practice through a reference framework, such as the one in the EFQM model.
Findings
The work empirically identifies three dimensions that correspond to the soft-hard TQM factors (management and human resources, strategic management of partnerships and resources and processes management). Furthermore, it shows how these dimensions make up a management system that has a significant effect on key business results.
Research limitations/implications
The main limitations are to be found in the sample used – private firms from a specific geographical context.
Practical implications
The research model facilitates the design of a management system for professionals and orientates them in its implementation and improvement with a view to influencing key results.
Originality/value
The data have been obtained from the scores of the processes of self-assessment and external assessment followed by firms that were candidates for excellence awards. The work empirically identifies the social and technical factors implied in the EFQM model and their relationships. Moreover, it presents the effect on a type of result that has not been analysed very much: key results (economic, financial, innovation or processes improvement).
Keywords
Citation
Calvo-Mora, A., Picón, A., Ruiz, C. and Cauzo, L. (2014), "The relationships between soft-hard TQM factors and key business results", International Journal of Operations & Production Management, Vol. 34 No. 1, pp. 115-143. https://doi.org/10.1108/IJOPM-09-2012-0355
Publisher
:Emerald Group Publishing Limited
Copyright © 2014, Emerald Group Publishing Limited