Key factors predicting effectiveness of cultural change and improved productivity in implementing total quality management

Fourteen companies who were winners of the Australia Quality Award between 1989 and 1993 were surveyed regarding the dynamics of the change processes, which led to their achievement of the awards. It was hypothesized that the organizations which won the award successfully managed the process of complex organizational change. The survey was designed to test various system models and change guidelines that deal with the dynamics of successful change. The authors examine relationships between the effectiveness of the various change processes covered in the questionnaire on the one hand and the perceived success of the total quality management (TQM) program on the other. This study is thus relevant to the question of the relative importance of the different factors which impact on the successful introduction of a TQM program in an organization. It was found that a number of factors were important for successful transformation to a quality culture and practice. Although clarity of vision, participation, cultural communications, and resource support were all important, the critical factor appeared to be active management support for the change.