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Introduction Total quality management is the latest Buzzword in management literature While the principles and philosophy underlying the concept evolved since the sixties increasingly modern management are embracing the concept as a panacea to all their organizational performance problems and sustainable competitive advantage Total quality management many proponents argue is a viable competitive strategy It has had profound effect on business performance and continues to enjoy prominence in the business world in the 1990s Waldman 1993 Waldman for example argue that TQM offers increased quality and efficiency less waste higher productivity and enhanced customer satisfaction Other studies such as Sohal et al 1993 The international quality study conducted by the American quality foundation 1993 have had similar conclusions Therefore it is no wonder that companies are increasingly switching to TQM in the face of globalization and the opening up of hitherto closed economiesMarkets and increased competitive pressures In this paper to start with we shall offer a definition of TQM followed by a general set of features which characterize TQM organizations Then we shall look at the philosophies and practices of one organization that professes to have adopted TQM and critically examines to what extent these fit the literature on TQM Finally we shall conclude with a set of recommendations which are deemed necessary for the company to comply with TQM principles Definition of TQM Total quality management has been defined by chase and Aquintano 1995 as Managing the entire organization as that it excels on all dimensions of products and services that are important to the customer Total quality management is about leadership planning and improvement An integral part of TQM system is continuous improvement through a philosophy of product and process improvement as a never-ending journey Total quality management if properly implemented has a significantly positive effect on operational and business performance employee relations and customer satisfaction Mile Terziovski
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