TQM implementation through ISO 9001: findings from Chinese construction firms in Nigeria

Abstract

Purpose – The purpose of this paper is to design and test a model integrating the attributes of national culture and total quality management (TQM) principles for successful TQM implementation in international projects involving Chinese construction firms in Nigeria. Design/methodology/approach – Based on the culture-specific relationship between TQM implementation and national culture and ISO 9001 being a stepping stone to TQM implementation, a model in the form of a matrix was designed integrating Hofstede’s five national cultural dimensions (NCD) and ISO 9001 eight quality management principles. The model was then tested through a three-phase research process including cross-sectional surveys of the Chinese (n=48) and the Nigerians (n=80) (Phase 1), Delphi study involving TQM experts (n=12) (Phase 2), and case studies of Chinese projects in Nigeria (n=6) (Phase 3). Findings – The model predicts important attributes of national culture and TQM principles for achieving good-quality performance, the management of which leads to a Chinese firm being perceived as delivering good or poor-quality services in Nigeria. Statistical testing using κ statistics revealed significant agreement between two perceived good-quality Chinese firms on the important attributes and significant disagreement between perceived good-quality and poor-quality Chinese firms in Nigeria. Research limitations/implications – The model designed is based on ISO 9001: 2008 version. Practical implications – International businesses in Africa will benefit from this study’s findings. Social implications – Overseas Chinese firms’ service quality perceptions can be better managed. Originality/value – This empirical study presents a model for successful TQM implementation through ISO 9001.