Golhar, Damodar Y.; Deshpande, Satish P. - In: International Journal of Quality & Reliability Management 16 (1999) 7, pp. 714-722
automotive parts industry (SIC 3714) that have implemented the total quality management (TQM) philosophy. We identify three … different categories of productivity measures: financial, customer related, and internal business related. TQM firms indicate … some of the measures. The correlation analysis suggests that, to be customer oriented, a TQM firm must focus on improving …