Exploring Quality Management Practices and Its Pattern Analysis in Indian Service SMEs

Abstract

Substantial research exists on quality management practices in context to large organisations with plethora of studies in manufacturing organisations while exiguously aiming service sector SMEs. As more and more organisations strive to remain competitive, the concepts and practices of quality management have received increased attention by Indian industry. The contribution of service sector in Indian economy has increased at a faster rate in comparison with other sectors. Considering the pressing need this research explores the literature for a near exhaustive list of practices in quality management by deploying qualitative and descriptive approach. Thereafter, twenty service organizations were surveyed for comprehending their adoption of the type of quality management practices. On the basis of their prioritization or apportioning weight to those practices, a descriptive pattern analysis has been deployed to detect perceived level of adoption/implementation of quality management practices. The findings represent that out of twenty one quality management practices; thirteen practices substantially have been ranked on priority while others require phenomenal acclimatization towards implementation in the Indian scenario. Analysis also reflects that the strength of service SMEs lies with customer focus, management leadership and customer feedback. Further with the integration of contextual factors, as supported by theory, a conceptual framework has been proposed exhibiting relationship between quality management practices with performance and growth. The methodological approach led to the emergence of unique dimensions culminating into new findings with both managerial and entrepreneurial implications. Directions for future scope of research and suggestions for improvement have also been recommended.

Impact of quality management practices on performance stimulating growth

“…From this perspective the effect of QM practices on performance depends on the level of certain contextual factors (third variable)". From in-depth interview as discussed earlier, we take IT and EC as organisational resource capability to be the two contextual factors (Basu and Bhola, 2015). Research has shown that QM plays an important role in improving firm's competitive positions and that application of IT influence this relationship (Willcocks et al, 2007).…”

Entrepreneurial orientation of SMEs, total quality management and firm performance

“…For example, the entrepreneurial vision, capabilities and activities, alone, will not be enough to achieve success, unless there is a quality management philosophy in the organization (Al-Dhaafri et al , 2016). With more and more manufacturing firms striving to remain competitive, the concepts and practices of quality management have received increased attention by the Indian manufacturing sector (Basu and Bhola, 2015). Under the pressure of present global competitive environment, for a manufacturing firm, it is being more difficult to exceed their rivals and outperform.…”

Management of Entrepreneurship Mentoring of Local Potential (Coconut Shell) of Mosque-Based Posdaya (Family Empowerment Post)

“…Operational activities in producing coconut shells, producers do not diversify their products and each producer only produces one kind of product that is the same as other producers, and the producers are satisfied with the coconut shell products they produce. 7. Human resource management activities, existing workers tend to only do the work assigned to them without any desire to create product diversification.…”

“…Especially, Since all businesses (especially large) have theirbsuppliers from whom they buy either materials or products, the quality that they provide them is able to affect the overall quality of the finished products [6]. As organisations is considered to be one of the most admired and robust operations management tool which despite of several criticism attained colossal importance from both academic and industry [7]; [8]; [9]; [10]; [11]; [12]; [13]. The data collected through the Forum Group Discussion (FGD) is in the form of identification of potentials that can be developed, especially the development of local potential, especially with regard to coconut shells related to the supply of raw materials to the marketing of processed coconut shell handicraft products, as well as accommodating their aspirations.…”