A journey toward total quality management through ISO 9000 certification ‐ a study on small‐ and medium‐sized enterprises in Singapore

Abstract

Literature review highlights the importance of TQM for SMEs to improve their current business practices as well as quality of products and services, to ensure long‐term survival. However, there are several barriers to effective implementation of TQM in such organizations, namely, the apparent lack of business experience and knowledge, and limitation of financial as well as human resources. Singaporean SMEs account for a large share of its economy, however, little has been written on how TQM has been applied in these companies in Singapore and the region. This paper reports the results of a pilot study conducted among a sample of local SMEs. The findings are compared to an earlier work done in Singapore. Furthermore, this paper reports the findings of follow‐up interviews with some local SMEs regarding the perceived benefits of and barriers to ISO 9000. Based on the experience in Singapore, ISO 9000 certification has provided significant benefits for SMEs. The journey towards TQM will, however, require not only full commitment of the company management, but also a quality culture created externally by the government which is crucial to the progress beyond ISO 9000.