| Summary: | Total quality management (TQM) has the potential to improve business results, greater
customer satisfaction, worker involvement, team working and better management of workers within
organisation. However, many organisations have been continually struggling with its implementation. The
successful TQM implementation within the organization requires a cultural change and it being recognised
as an important aspect of total quality development. Total quality is a holistic concept, and requires the
motivation of all members of an organisation to seek customer satisfaction. Hence, the aspects of leadership
and human resource management (HRM) are to be considered for the development of quality culture in
organisation. Leadership and HRM can reinforce human relationship and group consciousness, raise
employee competence, create positive job attitudes, provide a condusive work culture and achieve culture
change. Therefore, they act as the catalyst for the implementation of TQM. The paper will discuss in
general, the factors that influence the development of quality culture in organisation. Further, its will
discuss how the leadership and HRM factors can help for a quality cultural shift in an organisation.
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