TOTAL QUALITY MANAGEMENT AND CORPORATE CULTURE - A CASE-STUDY EXAMINATION

This paper examines the relationship between Total Quality Management (TQM) and corporate culture. The work has been carried out in a single and self-contained operational unit of a major UK commercial organiza tion. The organization is seeking to develop a corporate culture compa tible with the rapidly evolving business environment and, in conjuncti on, with its adoption of TQM. Two distinct approaches have been used i n the research to establish some reference points against which cultur e change can be measured. Amongst the main findings are: it is importa nt to clarify the process issues which facilitate meaningful and measu rable cultural change; the value of establishing a clear and logical p rocess to deliver defined objectives should not be underestimated; key parameters which reflect the behaviour and attitudes expected of peop le need to be identified; and determine the important dimensions or pa rameters against which corporate culture can be assessed and tracked a nd decide how these should be measured.