Resumen de Improving operations performance through TQM in the post-financial crisis era: an exploratory case study of a multinational IM firm in the Greater China region

Chao Ou-Yang, Ming-Ching Tsaib

• The demand for insights or evaluations of total quality management (TQM) implementation in investment management (IM) fields based on empirical research has been neglected in the literature. This exploratory research documents the effect of the TQM implementation of a multinational IM firm's operations performance during the five-year time period after the 2008 financial crisis. In the phase I research, the longitudinal case studies unfold processes and results of TQM projects undertaken in the firm's operations units in the Greater China region. The studies show that the application of the business process improvement P-A-I-S-I approach yields positive results in most of the firm's operations units. Propositions and an effective quality management model are thus addressed based on the findings. In the phase II research, the Grounded Theory approach derives and develops a TQM implementation framework and a diagnostic checklist for the IM industry.