Quality improvement: analysis and modeling based on survey results

This paper describes the results of the survey conducted in the manufacturing, distribution, and service organizations regarding total quality management (TQM) implementation. These results proved that an effective TQM program should contain consistent training of all employees and managers in TQM issues, significant improvement in communication methods between departments implementing TQM, development of the standards to measure and control the cost of quality, and reliable information about the results of TQM implementation. Based on the survey results, the quantitative relationships between quality improvement characteristics and different internal factors are presented. Statistical models described in the paper revealed leading predictors of a successful TQM implementation.