This study examines total quality management (TMQ), a leading development of the 1980s and 1990s. The core of TQM comprises a focus on the customer, the improvement and inter-linking of business processes, and continuous improvement. Surveys find that almost three-quarters of organisations claim to have formal quality programmes which are believed to work by increasing employees' interest in their jobs and their understanding of how their work contributes to organisational goals. The aims of this study were to:
- cover a range of organisations, which were not familiar 'leading edge' examples;
- provide systematic information on employee responses;
- assess strengths and weaknesses in TQM;
- examine the conditions which promote.