However; the stated promises of success have far from always been obtained; although; e.g.; quality award recipients on the average tend to show better financial results than other comparable companies (Hendicks & Singhal; 1997; Hansson& Eriksson; 2002; Boulter et al.; 2006) For different reasons; problems have also been identified when the TQM concept has been transferred to the public sector (Zbaracki; 1998). These and other things have initiated a healthy discussion of the TQM concept and whether TQM is a fit; fashion or fad (van der Wiele et al.; 2000).
We can see a number of tendencies within the area of Quality Management as well as some reasons for this development. New concepts ‚Äúcompeting‚ÄĚ with TQM about the managers‚Äô interest are offered; the focus on customers are widened to include stakeholders; Quality Management seems to be widened towards Business Management; and Business Excellence is a concept frequently used today. Let us pick up some of these issues and discuss in what direction Quality Management and TQM seem to be going and whether the development is of benefit or not?
Keywords: TQM; Six Sigma; Business Excellence; customer; stakeholder