Implementing total quality management in a virtual organisation: thoughts and lessons from an interventionist approach

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dc.contributor.authorNorberto Carneiro W.
dc.contributor.authorMendonca Neto O.R.
dc.contributor.authorAfonso P.
dc.contributor.authorOyadomari J.C.T.
dc.contributor.authorDultra-de-Lima R.G.
dc.date.accessioned2024-08-01T06:18:09Z
dc.date.available2024-08-01T06:18:09Z
dc.date.issued2024
dc.description.abstract© 2024, Emerald Publishing Limited.Purpose: This article aims to understand the challenges and key takeaways of implementing total quality management (TQM) in a virtual organisation. Design/methodology/approach: An interventionist research (IVR) methodology combined with a qualitative critical event analysis was used to evaluate the challenges and concerns faced during the company’s adoption of TQM and understand the roles of the key players involved. Findings: Standard process tools such as desktop procedures (DTP), focused teams, and service-level agreements (SLAs) were fundamental to implementing TQM in the company. These processes require the right leaders, but external agents may also be influential, acting as accelerators of change in adopting and using management practices in small companies. Indeed, the researcher acted as a problem solver, bringing innovative solutions to the firm using a hands-on iterative approach. Practical implications: This research underscores the importance of critical success factors (CSF), such as employee engagement, training, and project management tools. These factors are not just important but crucial for the success of TQM in organisations seeking to adopt the industry’s best practices. Originality/value: This study, conducted as a virtual IVR for TQM implementation, provides novel insights for practitioners and academics. It elucidates the pivotal role of some quality management tools in the journey towards TQM and the role of both internal and external critical players in the process, particularly in small virtual organisations based on innovative business models.
dc.identifier.doi10.1108/BPMJ-11-2023-0876
dc.identifier.issnNone
dc.identifier.urihttps://dspace.mackenzie.br/handle/10899/39058
dc.relation.ispartofBusiness Process Management Journal
dc.rightsAcesso Restrito
dc.subject.otherlanguageInterventionist research approach
dc.subject.otherlanguageRemote work
dc.subject.otherlanguageSmall and medium-sized enterprises
dc.subject.otherlanguageTotal quality management
dc.subject.otherlanguageVirtual organisations
dc.titleImplementing total quality management in a virtual organisation: thoughts and lessons from an interventionist approach
dc.typeArtigo
local.scopus.citations0
local.scopus.eid2-s2.0-85197460979
local.scopus.updated2025-04-01
local.scopus.urlhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85197460979&origin=inward
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