Critical success factors of TQM implementation 551 International Journal of Quality & Reliability Management, Vol. 19 No. 5, 2002, pp. 551-566. # MCB UP Limited, 0265-671X DOI 10.1108/02656710210427520 Critical success factors of TQM implementation in Hong Kong industries Jiju Antony, Kevin Leung and Graeme Knowles Warwick Manufacturing Group, School of Engineering, University of Warwick, Coventry, UK, and Sid Gosh Centre for Organisational Effectiveness, The Business School, Bournemouth University, Bournemouth, UK Keywords TQM, Questionnaires, Factor analysis, Reliability Abstract Total quality management TQM) is an integrative management philosophy aimed at continuously improving the performance of products, processes and services to achieve and exceed customer expectations. This paper provides an empirical study on the identification of the critical success factors CSFs) of TQM implementation in Hong Kong industries. Through a thorough and detailed analysis of the literature, 11 success factors with 72 elements were identified to develop a questionnaire. These items were empirically tested by data collected from 32 companies in Hong Kong. A factor analysis was carried out that identified seven CSFs with 38 elements of the implementation of TQM. These factors were shown to be reliable and valid and offer new insights into the understanding of TQM success factors in Hong Kong industries. Introduction In contemporary management, total quality management TQM) has become the major business strategy in the 1990s Witcher, 1994; Lee and Leung, 1999). The evolution of TQM into an all pervasive philosophy of management took shape through the works of Crosby 1979), Deming 1982, 1986), Feigenbaum 1983), Ishikawa 1972), Juran 1988) and Taguchi 1982). The primary focus of TQM philosophy is on the hands and minds that employ the tools and techniques rather than the tools and techniques themselves. Recent research has shown that many TQM-based organisations failed to indicate a significant competitive improvement in business performance Witcher, 1994). In Hong Kong industries, implementation of TQM is rather new. Lee and Leung 1999) observed that the implementation of TQM in Hong Kong is quite common, even with the critical problems of lack of long term planning, inadequate commitment and misunderstanding of quality at the management level. Many managers do not fully understood what TQM is all about and the most important factors that drive the successful implementation of TQM in Hong Kong organisations. Therefore, an investigation of critical success factors CSFs) for TQM implementation in Hong Kong organisations was worthwhile to carry out. This paper presents the results of the study of CSFs for TQM in Hong Kong industries. The research register for this journal is available at http://www.emeraldinsight.com/researchregisters The current issue and full text archive of this journal is available at http://www.emeraldinsight.com/0265-671X.htm