Title: A framework towards integrating TQM, knowledge management, and innovation to achieve business excellence in service organisations

Authors: Saurav Negi

Addresses: Faculty of Logistics and Supply Chain Management, Modern College of Business and Science (MCBS), Muscat, Oman

Abstract: The present study is mainly emphasising developing a framework integrating the TQM, knowledge management (KM), and innovation to achieve business excellence in service organisations. This study analyses the available literature on TQM, KM, and innovation to understand the association among these three dimensions. The study found that there is a strong association between TQM, KM, and innovation, and if these three dimensions are integrated appropriately by the business firm will enable them to achieve business excellence and gain a competitive advantage. Thus, the framework has been developed that integrates TQM, KM, and innovation to achieve business excellence in a service organisation. It was realised that numerous studies are available showing the association between TQM and KM and TQM and innovation, but there is a lack of research addressing all three facets, i.e., TQM, KM, and innovation collectively, to offer a holistic framework based on their linkage to achieve organisational excellence in the service industry. Thus, the present study is aimed to contribute towards the knowledge in the field of quality management, particularly in the service sector.

Keywords: total quality management; TQM; innovation; business excellence; knowledge management; competitive advantage.

DOI: 10.1504/IJPQM.2024.140059

International Journal of Productivity and Quality Management, 2024 Vol.42 No.3, pp.380 - 404

Received: 24 Aug 2021
Accepted: 19 May 2022
Published online: 18 Jul 2024 *

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