TQM and business performance in the service sector: a Singapore study

This paper focuses on gaining insight into the impact of TQM on the busines s performance of the service sector of the economy. The study Yields clear evidence that TQM implementation improved business performance in the servi ce sector of Singapore. Success of TQM implementations appears to be attrib utable more to the rigor of its implementation rather than the duration. Th e study finds that while accrued benefits can be attributed to some of the tools of TQM such as, customer focus and quality improvement rewards, the k ey to the success of TQM lies in its intangible and behavioral features suc h as top management support employee empowerment and employee involvement.