344 Int. J. Intercultural Information Management, Vol. 3, No. 4, 2013 Copyright © 2013 Inderscience Enterprises Ltd. TOC-based TQM implementation: a case study of automotive supplier Shradha Gupta and Monica Sharma* Department of Management Studies, Malaviya National Institute of Technology, Jaipur 302017, Rajasthan, India Email: gupta.shradha29@gmail.com Email: msharma.dms@mnit.ac.in *Corresponding author Abstract: Customer satisfaction is the buzzword in today’s globalised and technology savvy era. The quality management system of the organisation plays a fundamental role in producing goods and services that meet not only stated needs but also the implied needs of the customer. The organisations have adopted multitude of quality tools, such as Total Quality Management (TQM), lean manufacturing and six sigma, in their endeavour to satisfy the customer and their own growth and success. The process of continuous improvement has become a part of the organisational culture for various organisations. Theory of constraints-based TQM seeks to develop and propagate such a culture. In this paper, a case study of automotive supplier has been discussed and solution is identified using TOC tools for TQM implementation problem. This method provides the systems and practices for better TQM implementation and achieving continuous improvement in all spheres of the organisation. Keywords: TOC; theory of constraints; TQM; total quality management; continuous improvement; automotive supplier; quality management. Reference to this paper should be made as follows: Gupta, S. and Sharma, M. (2013) ‘TOC-based TQM implementation: a case study of automotive supplier’, Int. J. Intercultural Information Management, Vol. 3, No. 4, pp.344–359. Biographical notes: Shradha Gupta is a Research Scholar in Department of Management Studies at Malaviya National Institute of Technology (MNIT), Jaipur, India. She has received her MMS and BE degree from Rajasthan University. She has four years experience with corporate and three years experience in academia. She is currently doing her research in lean service management. Monica Sharma is an Assistant Professor at Department of Management Studies at Malaviya National Institute of Technology (MNIT), Jaipur, India. She received her PhD in Manufacturing Excellence from BITS, Pilani, India. Her primary research interest includes industrial engineering, lean manufacturing, TQM, manufacturing excellence, sustainable manufacturing, quality management, and six sigma. She has published many papers in national and international journals and conferences. This paper is a revised and expanded version of a paper entitled ‘TOC based TQM framework: a case study of automotive supplier’ presented at the ‘International Conference on Management and Business Innovation 2013’, MNIT, Jaipur, India, 18–19 May 2013.