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TQM practices and Customer Service Quality in Australian Service Enterprises

TQM practices and Customer Service Quality in Australian Service Enterprises

Several studies highlighted importance of total quality management (TQM) but little research has been published on how TQM principles have been implemented in such service enterprises in Australia. Total quality management has been applied process for improving competitiveness around the world, but with mixed success. A review of literature will have gaps in research in area of quality management, particularly in customer service effectiveness as well as TQM implementation. The research will adhere on areas as logistics and supply chain management as empirically examine model of TQM, in which TQM practices have impact on customer services through effective performance.

Research aim

Research will focus on the areas of logistics and supply chain management as noted by case study analysis and approaches. Preliminary literature review will be of imperative factor in the realization of this research and understanding process in which TQM practices and customer service quality for Australian service enterprises - manufacturing companies will be successfully indicated and executed in such business operations.

Another aim will be to examine total quality management practices and operational performance of Australian manufacturing companies in order to determine practices collectively and firm performance. The reliability and validity: construct, content and criterion of practice and performance measures will be evaluated. To show the relationship between TQM practice and customer service quality in a significant sense, Australian Service Enterprises TQM practice explains proportion of variance in service quality. Some categories of TQM practice can be strong predictors of TQM success.

Research questions

What are several relationship indicators of TQM and customer service quality? How is the relationship manifested among Australian manufacturing companies? Cite example cases

- What is meant by TQM practices? Provide basis in literature

- How can TQM practices be of effective stature for Australian Service Enterprises? Elaborate and discuss links in logistics and supply chain

- What is meant by Customer Service Quality? Provide basis in literature

- How can Customer Service Quality be of effective stature for Australian Service Enterprises? Elaborate and discuss links in logistics and supply chain


The initial objective of research was to explore the association between implementation of cooperative purchasing/supplier relationships, internal service quality, and an organization's ability to provide quality products and services to its customers. Specifically, purchasing-related factors influencing internal and external product and service quality were identified from the literature and an internal service quality model was developed and then tested using empirical data.

- Investigating the relationship between the TQM practices and customer service quality (both internal and external customers) all the old as well as new TQM dimensions to be considered

- Determine and recognize important dimensions for improving customer service quality will be assessed


For the method, cases and survey questionnaire will be used, quantitative studies have to be conducted primarily on random populations of approximately five to ten manufacturing companies in Australia. The data will be analyzed using techniques available on SPSS showing shift in quality management practices in the Australian manufacturing industry over the last 5 years. There clear indication that managers lack understanding of the concepts and principles of quality management and are frustrated with the slow bottom-line payback from implementation of quality management practices. Based on findings, Australian Service Enterprises should improve their understanding of quality management practices and the sources of their organization's quality performance. This will lead to quality management being perceived as philosophy rather than as tools and techniques for problem solving. The need to draw on critical research, the study will attempt to identify extent of TQM practices in such enterprises in Australia and its impact on customer service quality. Adopting survey approach using data from five Australian manufacturing companies, TQM practices have stronger impact on customer quality than on performance. Recent research on TQM had examined the relationships between the practices of quality management and various levels of customer services. To incur comprehensive literature review, there identify relationships of Australian Service Enterprises into TQM practices and examines impact on service quality. Proposed research model and hypotheses are tested by survey data to be collected from Australian Service Enterprises. Survey questionnaire will be developed, to be checked for reliability and validity and have assessment measures of TQM practices. Thus, this will be in terms of revenue, profitability and number of customers. However, to place evidence and analysis that Australian Service Enterprises will assume criteria such as logistics and supply chain. The research to be conducted in the Australian manufacturing industry to test the relationship between quality management and TQM based practices to be conducted in Australian services sector in which the extent of logistics and supply chain practices with customers and suppliers, link to ideal TQM practices and such imperative outcomes will be considered. The sample for study implies to a total of (N = 75) manufacturing managers as drawn from Australian manufacturing companies, TQM practices are not widely implemented with customers and suppliers in services. Primary research will explore through using case oriented analysis, significant predictor of improved logistics systems, supply responsiveness, increase service quality and competitive supply chain advantage along with logistics process and improvement.


The use of total quality management practices will improve just-in-time performance through process variance reduction and reduced rework time and that JIT practices will improve quality performance through problem exposure and improved process feedback. The study use data collection from such Service Enterprises in Australia and use Australian Quality framework to determine the link between TQM practices and customer service quality. Anticipated findings will indicate the existence of positive TQM and customer service relationships, service and product quality provided to customers. The need to have higher requirements for improved quality of products and services have led to important changes in business: the growing recognition of strategic importance of total quality management philosophy and methods; major push by Australian Service Enterprises to seek certification to ISO 9000 quality standards and Australian Quality Award and the European Quality Award (Terziovski, Sohal and Moss, 1999 p. 915). The implication can be directed to for managers in Australian Service Enterprises, who are seeking value from customer/supplier interface, there needs to involve suppliers in supply chain systems and logistics updates as well as schemes.


Task # 1: Prepare survey questionnaire

Task # 2: Set-up cases and survey appointments with respondents and confirm

Task # 3: Contact Australian manufacturing firms for information

Task # 4: Conduct cases and surveys

Task # 5: Conduct research investigation and studies in literature

Task # 6: Data Collection and Analysis

Task # 7: Follow-up in cases/survey information gathering as sufficiently as possible

Task # 8: Drafting /Write-up

Week 1

Week 2

Week 3

Week 4

Week 5

Week 6

Week 7

Week 8

Week 9



Terziovski M Sohal A and Moss S (1999) Longitudinal analysis of quality management practices in Australian organizations. Total Quality Management & Business Excellence, 1478-3371, Volume 10, Issue 6, 1999, pp. 915 - 926


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