Key success factors and conditions for quality management implementation in micro-enterprises: A case study

Abstract

Purpose: The purpose of this paper is to examine if quality management can be implemented in a micro-enterprise. Indeed, very few studies have been found in literature analysing quality management in micro-enterprises. Additionally, this paper explores the key success factors for quality management implementation that are most likely found, and seeks also to identify the conditions linked to quality management implementation in a micro-enterprise setting. Methodology: This investigation covers one micro-enterprise in Portugal (H3D is the name of the organisation). It operates in the hospitality and catering industry – equipment manufacturing and assemblage, and services provided. A qualitative methodology was used to conduct the research, supported on a case study. Data were collected from tape-recorded interviews and from written documentation provided by the company. Findings: It was found that it is possible to implement a quality management system in a micro- enterprise, even being difficult to put in place. However, an actor is needed to trigger the process. Moreover, several key success factors identified in literature (particularly the Oakland revised model) were clearly seen in the organisation. Additionally, some quality management practices were found being deeply rooted in the company. Research Implication: This paper shows that micro-enterprises can also implement quality management systems (visualized in key success factors), in an intuitive way, when an institutional entrepreneur acts. This conclusion is very important for academics and for practitioners. Originality/Value: There is a gap in the literature regarding the implementation of quality management in micro-enterprises. Very little research has been conducted on this subject. This paper shows that micro-enterprises can also implement successfully quality management, under some specific conditions.