Application of the total quality management approach in a Spanish retailer: The case of Mercadona

摘要

Mercadona decided to implement TQM by 1990 and gained competitive advantage over its competitors. This made Mercadona the leading supermarket chain in food retailing. This study describes how the company went ahead with TQM implementation and its effect on the firm's five components: customers, employees, suppliers, society and capital. The present TQM model integrates the technical, physical, human and leadership aspects where the primary responsibility of introducing rests with the top management. The basic objective is to satisfy the expectations of the stake holders of the organization. This is carried out by implementing advanced approaches in HR, vendor and customer relationships, processes resources and above all customers. (50 refs.)