GRADUATION THESIS Major: International Business Administration THE APPLICATION OF TOTAL QUALITY MANAGEMENT: A CASE STUDY OF RAILWAY CONSTRUCTION CORPORATION JSC i TABLE OF CONTENTS TABLE OF CONTENTS...........................................................................................i ACKNOWLEDGEMENT.......................................................................................iv ABSTRACT ............................................................................................................v LIST OF FIGURES AND TABLE.........................................................................vi LIST OF ABREVIATION ................................................................................... viii CHAPTER 1: INTRODUCTION............................................................................1 1.1Research purpose .............................................................................................1 1.2Research objectives and scope .........................................................................2 1.3Research questions...........................................................................................2 1.4Research methodology .....................................................................................4 1.5Research structure............................................................................................4 CHAPTER 2: LITERATURE REVIEW OF TOTAL QUALITY MANAGEMENT.......................................................................................................6 2.1Overview about quality management system...................................................6 2.2.1 Definition of total quality management.....................................................6 2.2.2 Total quality management evolution .........................................................7 2.2.3 EFQM Excellence Model ........................................................................11 2.2Quality management system in construction ................................................13 2.2.1 Quality defined in construction ...............................................................13 2.2.2 ISO 9001:2008 standards.........................................................................13 2.2.3 The effectiveness of implementing a quality management system.........19 2.2.4 Obstacles to implement quality management systems............................20 2.3Critical success factors of TQM implementation in construction firms......22 2.3.1 Leadership................................................................................................22 2.3.2 Resource management.............................................................................23 2.3.3 Strategies and plan...................................................................................24 2.3.4 Process management................................................................................24