After thorough search, we have finally decided to choose “Quality management in service firms:

sustaining structures of total quality service” as one of the articles to be critiqued. This article
was written by Atul Gupta, Jason C. McDaniel and S. Kanthi Herath. This article was published
in Managing Service Quality Vol. 15 No. 4, 2005 pp. 389-402. This article was published in
august 2005 making it 15 years old which means that there has been more advanced research on
this specific topic.
Atul Gupta, Jason C. McDaniel and S. Kanthi Herath, the authors of this paper, also have several
other publications that are most prominent in service quality management and TQM. Their work
in this field makes them competent and trustworthy enough to be able to talk about this issue,
especially because it relates to total quality management.
The section on keywords was linked directly to the paper. They were actually the core
components of what the article is going to be about. These keywords were descriptive and
relevant to the article so that anyone could find such a reliable and related article while looking
up those keywords.
The title was fairly plain and descriptive, which made it easier for me to select this article, the
title of this article gave me a simple view of the main subject of this article, and the country
where the case study took place makes it easy for the reader to decide if the article is acceptable
to his research requirement or not. The title specifically notes that this essay would speak about
the relationship between the effects of total quality control and its application.
The purpose of this paper's abstract was to show us the hypothesis carried out by the findings of
this paper, and a simple overall of what is introduced in this paper. The segment on results gives
the reader an indication of what to expect while reading through this article, along with its
primary target. Only after reading this abstract was it apparent that the paper is of interest to the
analysis and would be particularly relevant to the topic at hand. It also states that some of the
outcomes were not meaningful enough. The research questions are drawn from rational
considerations which are of considerable interest and may lead to new conclusions and add to
current science and open up further debates for future experiments and studies. One of the main
reasons I chose this paper was that my priorities were important to the research questions it
posed. This abstract revealed the intent of this paper, and explained extensively why this analysis
was performed in particular. In this abstract, the success was clarity and clear reference to the
whole paper. The key results were that there was an uncertainty in describing TQM, but the
relationship between it and strategic planning was finally discovered.
The introduction in this paper was very simple, it began very broadly by describing the two
variables that would be explored in this paper, and revealed the key purpose of the paper that was
to perform an inductive based theory on strategic planning and its interaction with TQM. This
paper aimed to explain the root of the relationship between strategic planning and TQM, not only
to find a relationship between the two, but also to find out how they work together. In my
opinion this is an easily researchable topic, and can easily be researched. The problem planned
justifies why this research is being done. The background of this research is most definitely
relative to the research question.
Literature review:
The literature review starts off with defining quality management systems, and we conclude
major points out of this, the first being that A variety of American and Japanese quality experts
have greatly impacted the advancement of quality management systems. Deming, Juran,
Feigenbaum, Crosby and Ishikawa are the 5 experts who talked about the quality management
systems. The key theme of Deming is that it is important to enhance consistency by rising
efficiency, culminating in a company's enhanced competitiveness (Kruger, 2001).
In Deming's opinion, the quality enhancement of the working processes of the business, both
production and operation, would result in fewer reworking and reducing worker waste, material
capital and the number of mistakes they'll be reduced. Deming emphasized the importance of
continuous and everlasting change. In the manufacturing and service method. Management must
decrease waste constantly, and increase the efficiency of a business operation and this includes
all tasks, such as acquisition, engineering, shipping, sales, delivery methods, accounting, service
to clients, etc. (Kruger, 2001).
By emphasizing the importance of quality management, Juran added to TQM. According to the
once the management of the quality issue was assigned to the subordinate hierarchy, it was
delegated to Juran, for the top management of the organization to join, it was no longer deemed
vital to personally in quality control and this systematic elimination of the company's control of
the quality issue management led to adverse effects on quality. The end consequence is that no
one in the company will necessarily be responsible for the value and the clear leadership and
personal presence of top management it is very important for the achievement of strategic and
organizational priorities to encourage efficiency. Juran insists that quality control should be an
important part of the duties of management in quality control, company culture and leadership
will play a significant role.
Four facets of TQM consistency circles were supplied by Ishikawa, continuous teaching, the
“Ishikawa diagram" consistency method, and the chain of quality. To Ishikawa, according to
quality management in practice is the development, design, production and service of a quality
good, which is most economical, most favorable to the customer, and still satisfactory. In order
to fulfill everyone in the business should engage in this objective and facilitate quality
management, including top management, all departments within the company, and all workers.
TQM is not limited to the consistency department, according to Ishikawa, but covers all
departments within the corporate corporation and it emphasizes a clear client orientation, internal
as well as external (Kruger, 2001). The Deming Style of Management both the manufacturing
and utility markets have been checked and the founders of the overall value has presented this
theory of management as uniformly driven.
The literature review uses analytical structures and the kinds of ideas he was about to include
were used in the paper; it shows a void that this article should have narrowed down. The distance
back then was given as it was made in 2005, and this paper was required in order for it to shed
light on the topic under study. This article opens yet more doors for future TQM and strategic
quality service analysis issues. While this paper was meant to fill one void and answer one
question and present a correlation between two variables, it presented an impetus for a broader
variety of other research papers.
The literature review uses theoretical structures since the types of ideas he was about to use were
included in the paper; it shows a void that this article should have narrowed down. The gap back
then was given as it was made in 2005, and this article was required in order for it to shed light
on the topic under study. This article opens yet more doors for future TQM and quality
management services. While this paper was intended to fill one void and answer one question
and present a correlation between two variables, it provided an incentive for a broader range of
other research papers.