a) Represent the hard and soft aspects of TQM.
b) Included in the world recognised quality awards and in line with the practices
proposed by the majority of TQM scholars and practitioners.
c) Correspond to the Vietnam Quality Award criteria, and therefore suitable for
industry analysis in the context of selected country.
d) Considered critically important for implementing TQM in both manufacturing and
service organisations (Powell, 1995; Samson & Terziovski, 1999; Sureshchandar