A framework to facilitate total quality management implementation in the upstream oil industry : an Iraqi case study

Currently, there is worldwide interest in and focus on the implementation and effectiveness of quality management initiatives in various industries with the objective of enhancing effectiveness and efficiency. By raising performance, Total Quality Management (TQM) is a quality management model, which can have a transforming impact on an industry that is in a state of substantial structural change and facing increased competition. Therefore, there is no doubt that TQM has received a great deal of attention from practitioners, academics and researchers over recent decades across the world in both developed and developing countries. However, Iraq as a developing country is still lagging behind on the TQM journey. The Iraqi oil companies constitute the main industrial structure in Iraq, as oil is the main source of income in the country. However, these companies are facing a number of challenges including decreasing performance and quality levels, particularly in management systems. In addition, they are challenged by increasing competition from international companies working in Iraq. In order to face these challenges and increase their efficiency and competitiveness, Iraqi oil companies need to successfully employ quality management initiatives such as TQM, which can enable and empower the entire workforce, raise performance and improve their competitive position. Hence, the current research into TQM as a means of improving the efficiency and the entire performance of operations in Iraqi oil companies. The aim of this study is to develop a framework to facilitate the implementation of TQM in the Iraqi upstream oil sector. This entailed a review of issues relevant to TQM in general and an exploration of the current levels of awareness of TQM in the oil company by identifying the presence or absence of certain recognised TQM key factors and barriers impede TQM implementation as well as the expected benefits to be gained from TQM implementation. This framework will facilitate the oil company to adopt better practices towards achieving the expected results. To achieve this aim, the study utilises a mixed research approach and adopting a single holistic case study strategy by triangulating the data collected through different techniques (semi-structured interviews, questionnaire survey and literature review). Data was collected from one of the most significant oil company in Iraq. Descriptive and inferential statistical analysis in addition to content analysis methods were used to analyse the data. To the best of the researcher’s knowledge, this study will be the first of its kind to be undertaken in the Iraqi oil industry. Therefore, the findings will enrich the existing literature on the TQM implementation in the oil industry and fill the gaps in knowledge of studies on Iraq, where there is no national framework for a universal TQM implementation in the Iraqi oil industry in particular, and in the Iraqi business environment, in general. The research identified nine TQM key factors that can support TQM implementation and seven TQM barriers that hinder TQM implementation. Additionally, five TQM benefits, which can be gained as a result of successful implementation were also identified. Furthermore, the research reveals two key relationships. Firstly, the relationship between the barriers that hinder TQM implementation and the key factors required for successful TQM implementation. Secondly, the relationship between the key factors of TQM implementation and the potential benefits of successful TQM implementation. Finally, emerging from the study, a conceptual framework has been developed to facilitate the TQM implementation in the Iraqi upstream oil sector. It is hoped that the outcome of this research will lead to a better understanding of the need for TQM practices in Iraq and will encourage other researchers to extend this study through further work.