A Study on the Efficiency of Total Quality Management Activities in Service Sector

Yoo Hanjoo,

Journal of Korean Society for Quality Management > Volume 32(4); 2004 > Article

Journal of Korean Society for Quality Management 2004;32(4): 92-.

한국 서비스기업의 TQM 활동 효율성에 관한 연구

유한주

숭실대학교 경영학부

A Study on the Efficiency of Total Quality Management Activities in Service Sector

ABSTRACT

In this era of intense competition, TQM has become the key program in organizations as they strive for a competitive advantage. It has been applied to manufacturing and service sector since BNQA model was established in 1987. TQM literature for manufacturing sector abounds with empirical studies on the critical dimensions of TQM, but there is few empirical studies on the TQM evaluation for service sector. In this paper, two methodologies are applied to evaluate the TQM activities of service companies comparatively One of them is the traditional scoring system(TSS) by analytic hierarchy process(AHP). The other is the efficiency measuring system(EMS) by data envelopment analysis(DEA). DEA outperformed other alternative methods to measure the efficiency and it can be applied to evaluate the TQM activities. The objective of this paper is to evaluate TQM activities of domestic service companies by applying TAE(Total quality management Activities Evaluation) model to them. The result of this study is that TSS scores are not significantly correlated with EMS scores. It means that service organizations must not only make efforts to get the higher scores in terms of TSS but also take necessary steps to enhance their efficiencies.

Key Words: service TQM;DEA(data envelopment analysis);AHP(analytic hierarchy process);