Speaker
Description
In today’s service-oriented and highly competitive economy, ensuring high quality in service delivery is essential for maintaining a sustainable competitive advantage. Total Quality Management (TQM), as an integrated and organization-wide approach to quality improvement, has been increasingly adopted in the service sector to enhance performance, customer satisfaction, and operational efficiency. The aim of this paper is to examine the theoretical foundations of TQM and analyze how its methods and tools serve as strategic instruments for gaining a competitive advantage in service organizations.
The study adopts a qualitative methodology based on a structured literature review and a comparative analysis of case studies across selected service industries, including hospitality and healthcare. The research focuses on the implementation of TQM principles such as customer orientation, leadership commitment, employee involvement, and continuous improvement, as well as the practical application of key tools like the Plan–Do–Check–Act cycle (PDCA), Six Sigma, benchmarking, and the seven basic quality tools (cause-and-effect diagram, control chart, histogram, Pareto chart, scatter diagram, flowchart).
Preliminary results show that service organizations that systematically apply TQM experience measurable improvements in service quality, customer satisfaction, and employee engagement. These outcomes have led to enhanced brand reputation and increased profitability. The findings also indicate that integrating digital tools and data analytics with TQM practices can support better decision-making and adaptability to customer needs.
The paper concludes that aligning TQM theory with practical implementation is crucial for building a resilient organizational culture centered on quality and innovation. Moreover, the consistent application of TQM principles across all levels of an organization strengthens leadership, promotes a shared sense of responsibility among employees, and fosters an environment where quality is viewed as a core element of the organization's identity. In this context, TQM also drives innovation by encouraging continuous improvement and adaptability. In summary, despite the specific challenges inherent in service environments, TQM remains a dynamic and valuable strategic asset for achieving long-term competitiveness.
