Smith, Andrew James, Pitt, Michael and Ojelabi, Michael
Total Quality Facilities Management and Innovation: A Synergistic Approach.
In: CIB W070, W092 and TG72 International Conference on Facilities Management, Procurement Systems and Public Private Partnership, 23-25 Jan 2012, University of Cape Town, South Africa.
The ideas of quality and performance management and innovation in facilities management service provision are not new. Total Quality Management (TQM) is widely recognised throughout the world as a concept capable of providing competitive advantage. Innovation has also received considerable attention as having a crucial role in securing sustainable competitive advantage. However, there has been little consideration of the potential for integration of TQM practices with innovation principles in determining facilities management performance. TQM and innovation appear to corroborate each other and are becoming increasingly important in facilities management. This study takes a theoretical approach to critically review the relationship between TQM and innovation and to determine the relationship between TQM and Innovation in regard to facilities service provision. The theoretical implication is that FM service providers may adopt a synergistic approach to TQM and innovation, leading to sustained competitive advantage in terms of better positioning themselves within the saturated FM marketplace.
Conference or Workshop Item (Paper)
Uncontrolled Keywords (separate with ;):
TQM, innovation, performance management, service provision