1. Introduction
The introduction of total quality management (TQM) has played an important role in the
development of contemporary management. Quality, considered a key strategic factor in
achieving business success, is more than ever required for competing successfully in
today’s global market place (Dean & Evans, 1994), and it has become the key slogan
as organisations strive for a competitive advantage in markets characterised by liberalisation,
globalisation and knowledgeable customers (Sureshchandar, Chandrasekharan, &