Exploring Quality Management Practices and Its Pattern Analysis in Indian Service SMEs

Abstract

Substantial research exists on quality management practices in context to large organisations with plethora of studies in manufacturing organisations while exiguously aiming service sector SMEs. As more and more organisations strive to remain competitive, the concepts and practices of quality management have received increased attention by Indian industry. The contribution of service sector in Indian economy has increased at a faster rate in comparison with other sectors. Considering the pressing need this research explores the literature for a near exhaustive list of practices in quality management by deploying qualitative and descriptive approach. Thereafter, twenty service organizations were surveyed for comprehending their adoption of the type of quality management practices. On the basis of their prioritization or apportioning weight to those practices, a descriptive pattern analysis has been deployed to detect perceived level of adoption/implementation of quality management practices. The findings represent that out of twenty one quality management practices; thirteen practices substantially have been ranked on priority while others require phenomenal acclimatization towards implementation in the Indian scenario. Analysis also reflects that the strength of service SMEs lies with customer focus, management leadership and customer feedback. Further with the integration of contextual factors, as supported by theory, a conceptual framework has been proposed exhibiting relationship between quality management practices with performance and growth. The methodological approach led to the emergence of unique dimensions culminating into new findings with both managerial and entrepreneurial implications. Directions for future scope of research and suggestions for improvement have also been recommended.