Benchmarking quality implementation in a service context: A comparative analysis of financial services and institutions of higher education. Part III

This is the third and final part of a three-paper series which has examined total quality management (TQM) implementation in a service context. While Part I examined issues pertaining to service quality and discussed the impl ementation of TQM in financial services by covering three case studies, Par t II used a similar approach by covering the education sector and highlight ed hey benefits reported by three institutions through the implementation o f TQM. Part III, on the other hand, uses the enabler criteria of the Europe an quality award model to benchmark each of the three cases. The discussion herein, using evidence gathered from the cases, highlights whether each of the Jive elements concerned, i.e. leadership, strategy and policy, resourc e management, people management and process management, were adequately cov ered, extremely well covered or that no evidence could be found from readin g the cases. The paper concludes with a list of recommendations to support the organizations concerned and addresses some of the weaker areas highligh ted.