This exploratory exercise argued for the quality management importance in organizational performance. A sample of quality thinking showed TQM as its acceptable representative. Moreover, TQM was found linked to several management issues close to business competitiveness, despite reports about its unsuccessful implementation. Thus, a framework to accommodate the development of an audit tool to find out the missing links of TQM implementation in operations design was proposed. A qualitative case study strategy in the pharmaceutical industry, following a Soft Systems approach was also suggested.

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Total Quality Management, Operations Design, Soft Systems Methodology