Purpose – This paper aims to identify the success factors (SFs) for total quality management (TQM)
implementation in automotive spare parts companies to improve their business performance. It also intends to
rank these factors in a hierarchical structure in descending order of their criticality.
Design/methodology/approach – In this study, a significant number of automotive spare parts companies were
extensively surveyed to ascertain the contributions made by various factors toward the successful deployment of
TQMpractices. The collective and individual evaluation and ranking of the SFs were determined using the analytical
hierarchy process (AHP) approach to develop the framework based on the prioritisation of the identified SFs.
Findings – The findings of the study show that five success factors, namely, internal environment, top
management involvement, process management, supplier management and external environment, were ranked
as critical factors with a total weight of 49.2%. Nine success factors, namely, employee training, teamwork,
customer satisfaction, continuous improvement, communications, using new technologies, zero-defect
processes, employee empowerment and benchmarking, were ranked as important with a total weight of 39.1%.
The last five success factors, namely, strategic planning, quality policy, employee satisfaction, self-assessment
and cost of quality, were ranked as minor factors with a total weight of 11.7%.
Originality/value – The current study adds to the existing body of knowledge for scholars and practitioners
of TQMby specifically focusing on identifying and categorising the critical SFs for TQMimplementation. The
19 categorised critical SFs have been used to construct a framework for TQMimplementation in the Palestinian
automotive spare parts companies. Such a framework would offer a comprehensive overview of the SFs, their
categories, significance and priorities within a TQMenvironment in the automotive spare parts companies

Title

International Journal of Organizational Analysis Emerald Publishing Limited

Publisher

Emerald Publishing Limited

Publisher Country

United Kingdom

Indexing

Scopus

Impact Factor

2.9

Publication Type

Both (Printed and Online)

Volume

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Year

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Pages

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