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 organisation. The organisation is seeking to develop a corporate culture compatible with the rapidly evolving business environment and, in conjunction, with its adoption of TQM. Two distinct approaches have been used in the research to establish some reference points against which culture change can be measured. Amongst the main findings are: it is important to clarify the process issues which facilitate meaningful and measurable cultural change; the value of establishing a clear and logical process to deliver defined objectives should not be underestimated; key parameters which reflect the behaviour and attitudes expected of people need to be identified; and determine the important dimensions or parameters against which corporate culture can be assessed and tracked and decide how these should be measured.