What is it about?
The aim of this research is to analyse what practices concerning sales elements have been applied by the dealerships with better performance in new-car sales processes to support the TQM principles and how they do that.
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Why is it important?
The TQM principles Strategic Plan and Partnership, Leadership and Employee Involvement, Customer Focus, and Continuous Improvement were considered as well as sales elements such as Structure, People, Process, and Performance. All dealerships believe that their practices support the TQM principles. However, the four dealerships that represent Asiatic brands have better sales indicators performance in comparison with European and American brands. How these dealerships deploy their goals to the managerial and operational levels, how they introduced kaizen leaders to support sales elements, how their car companies support the standards application and emphasise customer focus are the main points that contribute to reinforce the TQM principles at these dealerships.
Perspectives
This publication confirmed that basic Total Quality Principles and customer focus are essential for the business success. It was possible identified that some companies, although having quality system formally established, neglect the systematic use of tools and practices. It was observed that relationship between Asiatic carmaker and dealerships is systemic and supportive.
Miriam Borchardt
Vale do Rio dos Sinos University
This research contributes with the academic literature unveiling how TQM permeates each sales element at dealerships with better sales performance. Managerial implications are presented through the practices identification performed by the dealerships with better performance
MARCELO DE SOUZA
FAQI
Read the Original
This page is a summary of: TQM at car dealerships with better sales performance: a multiple case study, Total Quality Management & Business Excellence, July 2018, Taylor & Francis,
DOI: 10.1080/14783363.2018.1503047.
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