The Effects of TQM on Performance of a Car Dealer: An Empirical Investigation

Total quality management (TQM) has been extolled as a key route to business success. In Hong Kong, 70% of the motor authorised dealers have TQM implemented in their companies whereas the rest 30% have only limited quality measure in their daily operations. As motor trade is a complicated business especially for the aftersales department that needs to follow the factory guidelines and on the other hand, meets the customer needs and wants, it is important for the dealers to maintain at a high service quality level to sustain their business. This paper aims to find out the effects on the performance of the Service Department of a motor dealer after TQM has adopted and discuss if it is worth to implement for the motor service industry. The outcomes of the study indicate that Employee