The implementation of TQM models in an unstable macro-environment
This research is dealing with the implementation of Total Quality Management tools in an unstable macro-environment, by using a special TQM tool, the Common Assessment Framework and its implementation in the Greek Public Sector, which faced unusual circumstances over the last 8 years, due to the Greek debt crisis. As many authors indicated in the past, literature has everything someone needs to know about TQM implementations, but in most of the cases the reality does not match with the original plan, because there are internal organisational factors that affect the TQM implementation process. Additionally, according to PESTEL analysis, external macro-environmental factors have an impact on an organisation, and its processes. These factors are; Political, Economic, Sociological, Technological, Environmental and Legal. Hence there are external organisational factors that affect the TQM implementation process. On the other hand, in times of fiscal crisis and unstable economic macro-environment the adoption of quality principles by organisations may improve their ability to deal with uncertainty and offer citizens – customers quality services. Nevertheless, lack of resources and support in times of financial crisis may affect corporate culture and cause problems in TQM successful implementation. Additionally, uncontrollable factors in the external environment have an adverse impact on implementation process and cause strategy implementation problems. Having the above in mind, the author combined TQM implementation theory with PESTEL analysis, in order to identify the critical factors for successful implementation of TQM tools, especially in times of an unstable macro-environment; finding out that an important area that needs attention is the attributes of the external environment where the organization operates, in order for the TQM implementation to be effective. Hence, this research contributes to the body of knowledge of TQM theory by exploring how the external environmental factors affect its implementation processes, by using the PESTEL analysis.
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