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Journal cover: International Journal of Quality & Reliability Management

International Journal of Quality & Reliability Management

ISSN: 0265-671X
Incorporates: International Journal of Quality Science

Online from: 1984

Subject Area: Managing Quality

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The manufacturing TQM and service quality literatures: synergistic or conflicting paradigms?


Document Information:
Title:The manufacturing TQM and service quality literatures: synergistic or conflicting paradigms?
Author(s):Rhian Silvestro, (Warwick Business School, University of Warwick, Warwick, UK)
Citation:Rhian Silvestro, (1998) "The manufacturing TQM and service quality literatures: synergistic or conflicting paradigms?", International Journal of Quality & Reliability Management, Vol. 15 Iss: 3, pp.303 - 328
Keywords:Empowerment, Improvement, Service quality, TQM
Article type:Literature review
DOI:10.1108/02656719810198917 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:Compares, contrasts and assimilates the contributions of the TQM manufacturing and service quality management literatures. A manufacturing model of TQM is proposed, and then developed and enhanced in the light of concepts, tools and techniques which have emerged from the service quality literature. Examination of the core TQM precepts in the light of the service literature highlights certain key asymmetries and differences between the manufacturing and service literatures on quality management, both being characterised by different strengths and weaknesses. While the manufacturing literature is practitioner oriented and highly evangelical and universally prescriptive in tone, the service quality management literature adopts a more measured and academically rigorous approach, although it is arguably less successful in generating practical solutions for management. While the service quality management literature has clearly been enriched and significantly influenced by the TQM manufacturing literature, it is now contributing to the conceptual development of the core precepts of TQM and nurturing a sensitivity to the contingencies which render their application appropriate. Indeed, as the performance characteristics of services increasingly contribute to the success of manufacturing organisations, the issue in future may well be the conceptual transferability of TQM from service to manufacturing.



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