Pitfalls in total quality management implementation: The case of a Hong Kong company

The planning phase of a quality management programme is as important as the implementation of the programme because total quality management (TQM) requires the integration of the philosophies, practices, tools, methods and techniques into a coherent plan. This process is further complicated due to the differing management style between the expatriate and local managers in many multinational firms, high employee turnover, and other factors endemic to the Asia-Pacific region. In this paper, we study the process of TQM implementation in the Hong Kong division of a multinational company. Using data collected from interviews and through a questionnaire, we analyse the problems faced in TQM implementation and provide management with corrective recommendations. The contribution of this paper is to discuss the pitfalls in the implementation and to recommend strategies for promoting TQM. Even though the analysis is based on a case study approach, since many of these problems are common to this region, the significance of the findings has more widespread implications.