Resumen de Design and blueprinting for total quality management implementation in service organisations

Armando Calabrese, Michele Corbò

• In service companies, the implementation of total quality management (TQM) is hindered by several barriers. Nevertheless, this study shows that it is possible to overcome these barriers by means of a technique for graphically designing or representing service processes, namely service blueprinting (SB). Particularly, a user-friendly methodological approach, which employs SB, is designed for implementing TQM in service organisations. Finally, an action research is performed for testing the effectiveness of the proposed methodological approach.