Stakeholder delight: the next step in TQM

Abstract

Research has proved that total quality management is crucial to the success of many organizations. This article points out that intensified competition and developments in a turbulent environment necessitate a shift in the quality mindset to also include providing delight to all stakeholders by offering them superior value and satisfaction beyond what is expected. Reasons for the paradigm shift are discussed, requirements for an orientation of stakeholder delight are highlighted and ways of delighting stakeholders are suggested.

Citation

Radder, L. (1998), "Stakeholder delight: the next step in TQM", The TQM Magazine, Vol. 10 No. 4, pp. 276-280. https://doi.org/10.1108/09544789810222630