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Title: Prioritising the practices of total quality management: An analytic hierarchy process analysis for the service industries
Authors: Talib F.
Rahman, Zillur
Qureshi M.N.
Published in: Total Quality Management and Business Excellence
Abstract: Total quality management (TQM) is a major business strategy which employs a set of principles and practices to achieve sustainable competitive advantage in the service industry. This research aims to categorise TQM practices and examine its relative importance for better implementation in service industries. The relative importance and ranking of TQM practices in service industries was done through a literature review, discussion with experts, and the analytic hierarchy process (AHP) approach. In all, 17 TQM practices were identified and further divided into three factor categories. Then their prioritisation was done using AHP approach to assign the relative importance of these 17 TQM practices in service industries. The results will help service industry managers to work upon them based on their relative importance to improve their TQM performance. Finally, limitations, managerial implications, and scope of future study are presented at the end. © 2011 Taylor & Francis.
Citation: Total Quality Management and Business Excellence, 22(12): 1331-1351
Issue Date: 2011
Keywords: Analytic hierarchy process (ahp)
Service industries
Top-management commitment
Total quality management (tqm)
Tqm practices
ISSN: 14783363
Author Scopus IDs: 6504684729
Author Affiliations: Talib, F., Mechanical Engineering Section, University Polytechnic, Faculty of Engineering and Technology, Aligarh Muslim University, Aligarh, Uttar Pradesh, India
Rahman, Z., Department of Management Studies, Indian Institute of Technology Roorkee, Roorkee, Uttarakhand, India
Qureshi, M.N., Mechanical Engineering Department, Faculty of Technology and Engineering, MS University of Baroda, Vadodara, Gujarat, India
Corresponding Author: Talib, F.; Mechanical Engineering Section, , Aligarh, Uttar Pradesh, India; email:
Appears in Collections:Journal Publications [MS]

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