A study of the outcome of total quality management implementation on organisational climate and creativity in the service sectors

World economies have brought the key challenges of globalisation, high competition, and new technology strongly into focus for all organisations. Several service organisations have reacted to these challenges by implementing Total Quality Management (TQM) as a management loom in order to offer new solutions through organisational creativity and innovation as well as recognized outcomes in terms of efficiency and service delivery. A review of the relevant literature has shown that less study has yet addressed the impact of the implementation of TQM in inspiring organisational creativity in organisations in general. Very few studies have focused on the relationship between TQM and innovation but the results are uncertain in linking those relationships. Therefore, this study is an attempt to investigate the impact of the critical success factors (CSFs) obligatory for TQM implementation on organisational creativity in the service sectors. Furthermore this study aims to present a conceptual framework to study the nature of the relationship between TQM and organisational creativity, and proposes that the relationship between TQM and organisational creativity has both a direct and indirect relationship that turn out by attitudes of employees and the organisational climate or culture for creativity.