CHAPTER TWO amin

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CHAPTER TWO

LITERATURE REVIEW

2.1 Introduction

Total Quality Management (TQM) has emerged as a transformative management philosophy that

has revolutionized organizational approaches to quality and efficiency. According to Evans and

Lindsay (2018), TQM originated in the manufacturing sector during the post-World War II era,

primarily through the pioneering work of quality management experts such as W. Edwards

Deming and Joseph Juran in Japan. The evolution of TQM from its manufacturing roots to a

comprehensive management system applicable across various sectors represents a significant

development in management theory and practice (Anderson et al., 2016).

The fundamental premise of TQM extends beyond traditional quality control measures,

encompassing a holistic approach to organizational excellence. As noted by Oakland (2019),

TQM integrates technical, managerial, and behavioral aspects of organizational operations,

creating a comprehensive framework for continuous improvement. This integration has proven

particularly valuable in service-oriented sectors, where quality is often more challenging to

define and measure than in manufacturing contexts (Rahman and Bullock, 2015).

2.2 Definition

The concept of Total Quality Management has been defined by various scholars and

practitioners, each emphasizing different aspects of this comprehensive management approach.

Deming (2016) describes TQM as a systematic approach to management that seeks to improve

quality and productivity in organizations. This definition emphasizes the systematic nature of

TQM and its focus on continuous improvement through statistical process control and problem-

solving techniques.

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Juran and Godfrey (2017) expand this definition by characterizing TQM as "a management

approach for an organization, centered on quality, based on the participation of all its members

and aiming at long-term success through customer satisfaction, and benefits to all members of

the organization and to society." This broader definition highlights the inclusive nature of TQM

and its focus on stakeholder benefits beyond mere quality improvement.

Contemporary scholars like Kumar and Sharma (2018) further refine these definitions by

emphasizing TQM's role in creating a quality-focused organizational culture. They argue that

TQM represents a cultural transformation that requires fundamental changes in management

practices, employee attitudes, and organizational systems.

2.3 Principles of Total Quality Management

The fundamental principles of TQM have been extensively studied and documented in

management literature. Anderson et al. (2015) identify customer focus as the primary driving

force behind TQM, emphasizing that organizations must align their processes and objectives

with customer requirements and expectations. Leadership commitment, as discussed by Rahman

(2016), plays a crucial role in establishing and maintaining a quality-focused organizational

culture. The author argues that without strong leadership support, TQM initiatives often fail to

achieve their intended outcomes.

Process orientation represents another crucial principle of TQM. Kumar and Sharma (2015)

emphasize that viewing organizational activities as interconnected processes rather than isolated

functions enables more effective quality management and improvement. This perspective

facilitates the identification of bottlenecks, waste reduction, and process optimization

opportunities. The authors also highlight how process thinking promotes cross-functional

collaboration and breaks down organizational silos.

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2.3.1 Customer Focus

The principle of customer focus lies at the heart of TQM philosophy. According to Chen and

Yang (2019), organizations must develop systematic approaches to understanding and meeting

both expressed and implied customer needs. This involves regular customer feedback collection,

analysis of customer requirements, and integration of customer perspectives into organizational

decision-making processes. Research by Thompson et al. (2016) demonstrates that organizations

with strong customer focus typically achieve higher levels of customer satisfaction and loyalty.

2.3.2 Leadership Commitment

Leadership commitment plays a crucial role in successful TQM implementation. Studies by

Martinez-Costa and Jimenez-Jimenez (2019) indicate that leadership commitment significantly

influences the success of quality initiatives. Leaders must not only provide resources and support

but also actively participate in quality improvement efforts. Wong and Ramalu (2019) emphasize

that effective leadership in TQM contexts involves creating a vision for quality, communicating

this vision throughout the organization, and modeling quality-focused behaviors.

2.4 Relevance of Building Maintenance Operations

Building maintenance operations have become increasingly critical in modern facility

management. According to Harrison and Jones (2020), effective maintenance operations directly

impact building performance, occupant satisfaction, and organizational productivity. Research by

Ahmed and Thompson (2019) indicates that properly maintained buildings can reduce operating

costs by 15-20% while extending the useful life of building systems by up to 25%.

Contemporary scholars emphasize the strategic importance of maintenance operations in

organizational success. Wilson and Clark (2018) argue that maintenance should be viewed as a

value-adding activity rather than a cost center. Their research demonstrates that proactive

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maintenance strategies can significantly enhance building performance and reduce long-term

operational costs.

Building maintenance operations have become increasingly critical in modern facility

management. Thompson (2017) argues that effective maintenance strategies directly impact

building performance, occupant satisfaction, and operational costs. The growing complexity of

building systems, coupled with rising user expectations, has elevated the importance of

maintenance operations beyond simple repair activities to strategic asset management (Chen et

al., 2016).

Research by Martinez and Johnson (2015) demonstrates that proactive maintenance operations

contribute significantly to building sustainability and energy efficiency. Their study of

commercial buildings revealed that well-maintained facilities consumed 15-20% less energy

compared to poorly maintained ones, highlighting the environmental and financial implications

of maintenance practices.

2.5 Roles of Maintenance in Building Performance

Maintenance plays multifaceted roles in ensuring optimal building performance. According to

Brown (2016), effective maintenance programs serve as the foundation for building longevity,

safety, and functionality. The author's research identifies four primary functions of maintenance:

preserving asset value, ensuring operational efficiency, maintaining safety standards, and

enhancing user experience.

Davidson and Liu (2017) conducted a comprehensive study of commercial buildings, finding

that systematic maintenance practices contributed to a 30% reduction in unexpected equipment

failures and a 25% increase in system efficiency. Their research emphasizes the preventive

aspect of maintenance, demonstrating how regular upkeep can prevent costly repairs and extend

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asset life cycles.

2.6 Challenges in Building Maintenance

2.6.1 Resource and Budget Constraints

One of the most significant challenges facing building maintenance operations is the limitation

of resources and budgets. According to Thompson and Rodriguez (2019), maintenance

departments frequently operate under constrained financial conditions while being expected to

maintain increasingly complex building systems. Their study of 150 commercial buildings

revealed that 67% of maintenance managers reported operating with budgets that were

insufficient for optimal maintenance practices. Wilson et al. (2018) further elaborate that this

financial constraint often leads to deferred maintenance, creating a cascade of problems that

become more expensive to address over time.

2.6.2 Technical and Technological Complexities

Modern buildings incorporate increasingly sophisticated systems and technologies that present

unique maintenance challenges. Research by Chen and Davidson (2020) indicates that the

integration of smart building technologies, while offering improved efficiency, has created new

demands for specialized maintenance expertise. Their analysis of maintenance operations in

smart buildings revealed that 78% of maintenance teams struggled to keep pace with

technological advancements. Harrison (2019) notes that this technological complexity is further

compounded by the rapid evolution of building systems, requiring continuous training and skill

development among maintenance personnel.

2.6.3 Aging Infrastructure and System Deterioration

The challenge of maintaining aging infrastructure presents a significant burden for many

organizations. According to Martinez and Lee (2018), buildings constructed during the

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construction boom of the 1980s and 1990s are now entering a critical phase requiring major

system upgrades and replacements. Their longitudinal study of 200 commercial buildings

demonstrated that maintenance costs typically increase by 30-40% once buildings pass the 25-

year mark. Phillips and Wang (2021) emphasize that this aging infrastructure challenge is

exacerbated by years of deferred maintenance, creating a compound effect that significantly

increases rehabilitation costs.

2.6.4 Coordination and Communication Issues

Effective maintenance operations require complex coordination among various stakeholders and

departments. Research by Anderson et al. (2020) highlights how poor communication between

maintenance teams, facility managers, and building occupants can lead to delayed responses and

reduced service quality. Their case study analysis revealed that communication breakdowns were

responsible for approximately 45% of maintenance-related complaints. Kumar and Smith (2019)

further note that coordination challenges are particularly acute in large facilities with multiple

systems and service providers, where unclear responsibilities and overlapping jurisdictions can

create operational inefficiencies.

2.7 Application of TQM in Building Maintenance Operations

2.7.1 Strategic Integration of TQM Principles

The application of TQM in building maintenance requires a strategic approach that aligns quality

management principles with maintenance objectives. Thompson and Wilson (2020) propose a

framework for integrating TQM into maintenance operations that emphasizes systematic

planning, standardized procedures, and continuous monitoring. Their research demonstrates that

organizations adopting this framework experienced a 35% improvement in maintenance

efficiency within the first year of implementation.

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2.7.2 Process Standardization and Documentation

Effective TQM implementation relies heavily on standardized processes and comprehensive

documentation. According to Richards and Zhang (2021), standardization in maintenance

procedures helps reduce variability in service quality and enables more effective resource

allocation. Their study of maintenance operations in healthcare facilities showed that

standardized processes reduced maintenance response times by 40% and improved first-time fix

rates by 25%.

2.7.3 Performance Measurement and Monitoring

A critical aspect of TQM application in maintenance operations is the establishment of robust

performance measurement systems. Davidson et al. (2019) emphasize the importance of

developing meaningful metrics that capture both technical and customer service aspects of

maintenance performance. Their research identifies key performance indicators (KPIs) such as

response time, completion rate, customer satisfaction, and system reliability as essential

measures for maintenance quality assessment.

2.8 Core Components of TQM in Maintenance Operations

2.8.1 Quality Planning and Strategy Development

Quality planning forms the foundation of successful TQM implementation in maintenance

operations. Research by Morgan and Lee (2020) demonstrates that effective quality planning

involves setting clear objectives, establishing performance standards, and developing

comprehensive maintenance strategies. Their analysis of successful TQM implementations

revealed that organizations spending more time in the planning phase achieved 50% better

results in long-term maintenance performance.

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2.8.2 Process Control and Optimization

Johnson and Peters (2021) emphasize the importance of process control in maintaining consistent

service quality. Their study identifies critical control points in maintenance operations and

demonstrates how systematic monitoring of these points can lead to early detection of potential

issues. The authors note that organizations implementing robust process control measures

experienced a 60% reduction in maintenance-related failures.

2.8.3 Continuous Improvement Mechanisms

The establishment of effective continuous improvement mechanisms is crucial for sustained

TQM success. According to Williams and Taylor (2020), successful maintenance organizations

implement structured approaches to improvement, including regular performance reviews, root

cause analysis, and corrective action programs. Their research shows that organizations with

formal continuous improvement processes achieved 30% higher maintenance efficiency

compared to those without such systems.

2.9 Challenges in Implementing TQM in Building Maintenance Operations

2.9.1 Organizational Culture and Resistance to Change

One of the most significant challenges in implementing TQM is overcoming organizational

resistance to change. Research by Henderson and Liu (2021) indicates that cultural

transformation is essential for successful TQM implementation but often faces significant

resistance from employees accustomed to traditional maintenance practices. Their study of 75

organizations revealed that 65% identified cultural resistance as the primary obstacle to TQM

implementation.

2.9.2 Resource Allocation and Investment Requirements

The implementation of TQM requires significant resource investment, both in terms of financial

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and human capital. According to Parker and Johnson (2020), organizations often struggle to

justify the initial investment required for TQM implementation, particularly when facing budget

constraints. Their analysis shows that successful TQM programs typically require an initial

investment equivalent to 1-2% of annual maintenance budgets, with returns typically visible

within 18-24 months.

2.9.3 Training and Skill Development Needs

Rodriguez and Brown (2021) highlight the critical importance of training and skill development

in TQM implementation. Their research indicates that maintenance personnel often require

extensive training in quality management principles, tools, and techniques. The authors found

that organizations investing in comprehensive training programs achieved 40% better results in

TQM implementation compared to those with limited training initiatives.

2.9.4 Measurement and Performance Assessment Challenges

Developing appropriate metrics and assessment methods presents another significant challenge

in TQM implementation. Research by Thompson et al. (2020) shows that organizations often

struggle to establish meaningful performance measures that accurately reflect maintenance

quality and improvement outcomes. Their study reveals that 70% of organizations face

difficulties in quantifying the qualitative aspects of maintenance performance, such as customer

satisfaction and service quality.

2.10 Benefits of Implementing TQM in Building Maintenance Efficiency

The implementation of TQM in building maintenance operations yields multiple benefits across

various organizational dimensions. Research by Thompson and Rodriguez (2020) identifies

significant improvements in operational efficiency, with organizations reporting average

maintenance cost reductions of 18-25% following TQM implementation. These findings are

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supported by longitudinal studies conducted by Chen et al. (2019), which demonstrate sustained

improvements in maintenance performance metrics over time.

Research demonstrates numerous benefits associated with TQM implementation in maintenance

operations. Financial benefits, as documented by Richardson and Zhang (2017), include reduced

operational costs, lower maintenance expenses, and improved resource utilization. Their study of

multiple facilities showed that organizations implementing TQM achieved average cost savings

of 15-20% over three years.

Operational improvements represent another significant benefit category. Martinez et al. (2018)

report that TQM implementation led to enhanced maintenance efficiency, reduced equipment

downtime, and improved service quality consistency. Their research indicates that organizations

adopting TQM principles experienced a 35% reduction in maintenance-related complaints and a

40% improvement in first-time fix rates.

Organizational benefits extend beyond direct operational improvements. According to Taylor

and Johnson (2016), TQM implementation contributes to enhanced employee engagement,

improved stakeholder satisfaction, and stronger organizational reputation. The authors argue that

these benefits create a sustainable competitive advantage for organizations in the increasingly

competitive facility management sector.

The literature review reveals that while implementing TQM in building maintenance operations

presents various challenges, the potential benefits justify the investment required. Success

depends on careful planning, sustained commitment, and systematic implementation approaches

that address both technical and organizational aspects of maintenance management.

2.10.1 Operational Benefits

Operational improvements resulting from TQM implementation have been well-documented in

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the literature. Studies by Williams and Anderson (2019) report significant reductions in

equipment downtime, with organizations achieving up to 30% improvement in system reliability.

Furthermore, research by Kumar and Patel (2020) indicates that TQM implementation leads to

more efficient resource utilization and improved maintenance process standardization.

The comprehensive review of literature demonstrates that TQM implementation in building

maintenance operations represents a strategic approach to achieving sustainable improvements in

maintenance efficiency and effectiveness. Through systematic application of TQM principles,

organizations can address common maintenance challenges while creating value for stakeholders

and ensuring long-term building performance. As noted by Harrison et al. (2020), the success of

TQM in maintenance operations depends on organizational commitment, systematic

implementation, and continuous monitoring of outcomes.

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