© 2014

Action-Based Quality Management

Strategy and Tools for Continuous Improvement

  • Marta Peris-Ortiz
  • José Álvarez-García


  • Presents the latest research on TQM applications across different sectors such as customer service, human resources management and cost control

  • Demonstrates how successful implementation of TQM can impact performance, productivity and innovation

  • Includes contributions focused around case studies from industrial and tourism sectors


Table of contents

  1. Front Matter
    Pages i-x
  2. Juan José Tarí, José F. Molina-Azorín, Jorge Pereira-Moliner, María D. López-Gamero, Eva M. Pertusa-Ortega
    Pages 1-12
  3. Tomas Gonzalez Cruz, Fernando J. Garrigos-Simon, Sonia Cruz Ros, Yeamduan Narangajavana
    Pages 13-25
  4. María de la Cruz del Río Rama, José Álvarez García, Carlos Rueda-Armengot, José Luís Coca Pérez
    Pages 27-41
  5. Maria Moreno-Mas, Sofia Estelles-Miguel, Jose Maria Merigo, Encarnación González-Vázquez
    Pages 43-51
  6. Natalia López-Mosquera García, Marta Peris-Ortiz, José Álvarez García
    Pages 53-65
  7. Rafael Periañez-Cristobal, Arturo Calvo-Mora, Antonio Navarro-García
    Pages 83-96
  8. Amable Juárez-Tárraga, Jose Miguel Albarracin-Guillem, Marta Palmer-Gato, Juan A. Marin-Garcia
    Pages 97-113
  9. Merce Bernardo, Alexandra Simon
    Pages 115-125
  10. Francisco J. Carmona-Márquez, Antonio G. Leal-Millán, Adolfo E. Vázquez-Sánchez, Antonio L. Leal-Rodríguez
    Pages 127-141
  11. Paula Fernandes, Rui Lopes, Fátima Silva
    Pages 143-155
  12. Antonio Alonso-Gonzalez, Vicent Almenar-Llongo, Marta Peris-Ortiz
    Pages 157-173
  13. Ignacio Gil-Pechuán, Patrick Pullicino, M. Pilar Conesa García
    Pages 175-192
  14. Back Matter
    Pages 193-196

About this book


Featuring case studies from the industrial and tourism sectors, this book provides an interdisciplinary perspective on the effect of total quality management on business and innovation strategies. The principles of Total Quality Management (TQM) have been widely researched and analyzed as an essential tool for businesses to compete in a globalized economy. This book presents the latest research on the applications of TQM across different functions such as customer service, human resources management, and cost control. It demonstrates how the utilization of TQM tools, such as the SERVQUAL model, Eco-Management and Audit Scheme (EMAS), High Involvement Practices (HIWP), and the EFQM excellence model, impacts a firm’s performance, enhances productivity and innovation, and reduces cost, thereby allowing them to compete more effectively in the global market. Building on the extensive literature on the relationship between TQM and business performance, the authors argue that quality acts as a powerful competitive tool that companies should embrace in their corporate strategy. By promoting activities that result in greater efficiency, improved control and management of the organization (internal quality), firms can achieve significant improvement in customer satisfaction, employee satisfaction, social impact and business results (external quality) and exceed expectations in these areas.


Employee Motivation Perceived Quality Performance Quality Management

Editors and affiliations

  • Marta Peris-Ortiz
    • 1
  • José Álvarez-García
    • 2
  1. 1.Department of Business AdministrationUniversitat Politècnica de ValènciaValenciaSpain
  2. 2.Accounting and Financial Economy DepartmUniversity of Extremadura Faculty of Business Studies and TourismCáceresSpain

Bibliographic information

Industry Sectors
Chemical Manufacturing
Consumer Packaged Goods
Materials & Steel
Finance, Business & Banking