Quality management factors in SMEs : an investigation of their effect on organisational performance

This paper investigates the key quality management factors used by Small and Medium Enterprises (SMEs) and their association with organisational performance. The study found that perceived productivity, competitive position, profitability, revenue growth and overall performance appear to be favourably influenced by top management philosophy and supplier support, efficiency improvement and increased interaction with employees and customers. Furthermore, employee and customer involvement, and efficiency improvement would appear to be important in maintaining a competitive edge in terms of return on assets.