Quality strategy for transformation: a case study

This paper aims to address the issue of sustainability of excellence in today's turbulent environment and evaluates the effectiveness (to achieve objectives) of quality strategy in a DAP‐winning company.

A face‐to‐face interview and a literature review were carried out in a case study mode.

The paper finds that total quality management (TQM) implemented in the Deming Application Prize (DAP) framework has a positive effect on business performance. To sustain excellence, it is important to maintain strategic focus, match strategic options with aspirations, link the human resource mission with the company vision, and work for transformation.

Information provided/reported by the case company is fully relied upon and the required data are extracted.

Working definitions of TQM and business excellence are presented and the issue of “transformation” is explored. The study adopts creative approach for identifying critical success factors, discovers the possibility of including “flexibility” as the fifth angle in DAP examination, and proposes a framework for further research.